Cargill CPN Europe Customer Services Lead in Poland

CPN Europe Customer Services Lead

Cargill provides food, agriculture, financial and industrial products and services to the world. Together with farmers, customers, governments and communities, we help people thrive by applying our insights and over 150 years of experience. We have 150,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work.


This position leads ALL customer services activity across all businesses in Cargill Premix Nutrition Europe (currently 15 operations):

Denmark – 1 office

France - 5 plants

Greece – 1 office

Spain – 2 plants

UK – 2 plants

Ireland – 1 plant

Netherlands – 1 plant

Poland – 1 plant

Ukraine – 1 plant

You will be responsible for Customer Services, as per Supply Chain organisation blueprint. You will be the direct report for all Customer Services teams in each plant / country / region, and lead the activity within each team, and between the teams on a European level.

As this is a new role, a key component will be to forge a team identity within the Customer Services function, and create a structure of Service Management and Order Management that ultimately serves the business needs - this will need to be aligned with the Commercial Go-to-Market offering and the CAN Business Operations and Supply Chain (BOSC) blueprint.

Main objectives and tasks in this role are:

  • Build a high performing, sustainable customer services team to serve the Euorpean business

  • Understand and meet customer requirements and establish internal and external SLAs

  • Maintain good awareness of customer segment strategy and track long-term business targets, translating these into order fulfillment execution and optimize cost to serve

  • Be the internal advocate for customers

The team you build will be required to deliver the following services to our customers and to the business:

  • Service Management:

  • Build relationship with customers (understand their business, perform visits, ask for feedback)

  • Manage Customer Complaints (open, RCA, follow-up, return resolution to customers)

  • Understand customer satisfaction (survey, telephone calls)

  • Coordinate resolution of customer issues with internal departments

  • Provide inputs of market/customer/events to the demand planning process

  • Order management:

  • Capture sales orders, entry on the system, and promise delivery date and volumes

  • Understand customer delivery requirements and communicate these through the order fulfillment flow

  • Perform order tracking / follow-up and proactively interface with other internal departments to manage OTIF and make sure that customers requirements are delivered

  • Communication with sales and customers (proactive and reactive), to inform status, negotiate/solve order fulfillment issues

  • Measure and report service level KPIs (with root cause analysis and action plans follow up).


  • Customer Service - OTIF

  • Customer service defect (OTIF) linked to Customer Services issues

  • Supply Chain costs (absolute and per tonne) on target by plant and for CPN Europe combined

  • Demand forecast accuracy.

  • Location is flexible within Region Europe (formal location will beSchiphol) - ideally based in one of the CPN Europe locations.


  • Graduate (or graduate-calibre), preferably in a Supply Chain related discipline

  • Must have demonstrable experience of leading a team within a blue-chip / FMCG supply chain function

  • Must have demonstrable experience of significant change management

  • SAP experience is preferred – especially within a customer services or planning environment.

  • Highly developed understanding of customer service management principles

  • Strong leadership to develop the team identity

  • Strong leadership to develop process excellence within the team

  • Demonstrated customer service capability to successfully partner with sourcing, production, planning, logistics, commercial teams, customers and other key stakeholders

  • High drive and energy level, and well developed analytical and communication skills

  • Conceptual strength to develop efficient work processes, training and execution

  • Able to translate complex data into easy-to-understand presentation

  • Strong stakeholder and change management skills are essential for this role, with the ability to communicate with people on different levels in the organization

  • Investigative mindset, creative thinking with a continuous improvement attitude

  • Ability to deal with complexity and to extract valuable information from background noise

  • SAP knowledge (highly desirable but not essential) – working knowledge of an industry-standard ERP is required

  • High level of literacy in Microsoft Office applications

  • Fluent in written and spoken English.

Job Supply Chain Management

Primary Location Netherlands-NH-Schiphol

Other Locations Spain, France, Poland, United Kingdom

Schedule Full-time

Job Type Standard

Shift Day Job

Req ID: SCH02399