Customer Service Lead - Fargo, ND

ADM

Fargo, ND

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JOB DETAILS

SALARY

$51,200–$96,000 Per Year

SKILLS

Accounts Receivable, Agriculture, Analysis Skills, Animal Nutrition, Background Investigation, Business Solutions, Business Support, Coaching, Compensation and Benefits, Computer Skills, Continuous Improvement, Credit Processing, Cross-Functional, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, Data Quality, Demand Forecasting/Planning, Distribution Services, Diversity, Documentation, Food and Beverage Industry, Incident Management, Microsoft Office, Multitasking, Nutrition, Past Due Accounts, Performance Analysis, Prescription Drugs, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Process Management, Regulations, Reimbursement, Resolve Customer Issues, Sales, Salesforce.com, Supply Chain, Supply Chain Operations, Support Documentation, Sustainability, Team Lead/Manager, Team Player, Time Management

LOCATION

Fargo, ND

POSTED

2 days ago

110358BR

Job Title:

Customer Service Lead - Fargo, ND

Department/Function:

Sales, Customer Service & Origination

Job Description:

Customer Service Lead - Fargo, ND

JOB SUMMARY:

The Customer Service Lead position is a supervisory role in the ADM Nutrition, Specialty Ingredients organization, which is responsible for managing key customer accounts and providing process guidance to the Customer Service team. This role reports to the General Manager at the Fargo, ND facility.

As one of the world’s largest nutrition companies, ADM unlocks the power of nature to provide ingredients and solutions for foods, beverages and supplements for people all around the world. The Customer Service Lead position plays a critical part in this process by working closely with Sales, Supply Chain, Operations, Regulatory, and Quality teams to provide an industry leading customer experience.

PRIMARY RESPONSIBILITIES:

Customer Relationship Management:

+ Serve as the main point of contact for assigned customers.

+ Provide day-to-day supervision, coaching, and development of Customer Service Representatives.

+ Answer customer inquiries via email and phone.

+ Prepare, submit, and monitor daily and ad hoc reports.

+ Prepare and submit customized documentation.

+ Resolve credit hold issues.

+ Monitor team performance, workload distribution, and service-level expectations.

Incident Management / Accounts Receivable:

+ Enter Incidents, including credit or debit memos.

+ Review, correct, and approve incidents.

+ Manage Credit Hold Process.

+ Review of all Accounts Receivable, along with follow-up on past due invoice notices.

+ Instruct Cash App Team when remittance notices are not sent.

Cross-Functional Collaboration and Business Support:

+ Provide support and guidance to other ADM businesses, locations, and teams.

+ Understand domestic and international shipment processes and provide documentation support.

+ Proactively analyze stock levels of raw materials and finished goods for potential issues.

+ Reduce excess inventory through targeted customer outreach.

+ Collaborate with cross functional support teams to resolve product issues and customer complaints.

+ Support and provide trend feedback to the Supply Chain team for the demand forecasting process.

+ Proactively identify and resolve order issues, track shipments, and expedite orders as needed.

+ Maintain accurate data for customers in all required systems.

TEAM LEADERSHIP:

+ Provide supervisory support to the Customer Service team.

+ Lead Customer Service team meetings, reporting, and process improvement.

+ Lead new CSR training.

+ Serve as backup to other CSRs in their absence.

+ Develop and lead process improvement initiatives.

+ Serve as an escalation point for resolving issues, conflicts, and complaints.

CRITICAL SKILLS AND COMPETENCIES:

+ Positive attitude with a strong customer service orientation.

+ Establish and maintain positive relationships with customers and ADM colleagues.

+ Team-oriented with a willingness to collaborate in a fast-paced environment.

+ Ability to hear and speak clearly; read, comprehend, and communicate, orally and in writing, in order to expertly communicate in person, by telephone and in written form.

+ Expert problem-solving, critical thinking, and decision making abilities.

+ Time management skills and the ability to multi-task.

+ Strong computer skills, including information processing, communicating internally and externally via email, and using business systems such as Microsoft Office, Salesforce, and ERPs.

+ Willingness to learn, help others, and flexibility to adapt to change.

+ Foster a culture of accountability, continuous improvement, and customer excellence.

EDUCATION AND EXPERIENCE REQUIREMENTS:

+ Minimum of a 4-year college degree (Bachelor’s Degree) supplemented with at least five (5) years of relevant work experience. Equivalent combinations of education and experience will be considered.

+ Ability to hear and speak clearly; read, comprehend, and communicate, orally and in writing, in order to expertly communicate in person, by telephone and in written form.

Excited about this role but don’t think you meet every requirement listed? We encourage you to apply anyway. You may be just the right candidate for this role or another one of our openings.

ADM requires the successful completion of a background check.

REF:110358BR

Req/Job ID:

110358BR

City:

Fargo

State:

ND - North Dakota

Ref ID:

#LI-SU1

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About ADM

At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We’re a global leader in human and animal nutrition and the world’s premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.

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#LI-Onsite

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#IncludingYou

Diversity, equity, inclusion and belonging are cornerstones of ADM’s efforts to continue innovating, driving growth, and delivering outstanding performance. We are committed to attracting and retaining a diverse workforce and create welcoming, truly inclusive work environments — environments that enable every ADM colleague to feel comfortable on the job, make meaningful contributions to our success, and grow their career. We respect and value the unique backgrounds and experiences that each person can bring to ADM because we know that diversity of perspectives makes us better, together.

We welcome everyone to apply. We are committed to ensuring all qualified applicants receive consideration for employment regardless of race, color, ethnicity, disability, religion, national origin, language, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law

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Benefits and Perks

Enriching the quality of life for the world begins by taking care of our colleagues. In addition to competitive pay, we support your diverse needs with a comprehensive total rewards package to enhance your well-being, including:

+ Physical wellness – medical/Rx, dental, vision and on-site wellness center access or gym reimbursement (as applicable).

+ Financial wellness – flexible spending accounts, health savings account, 401(k) with matching contributions and cash balance plan, discounted employee stock purchasing program, life insurance, disability, workers’ compensation, legal assistance, identity theft protection.

+ Mental and social wellness – Employee Assistance Program (EAP), Employee Resource Groups (ERGs) and Colleague Giving Programs (ADM Cares).

Additional benefits include:

+ Paid time off including paid holidays.

+ Adoption assistance and paid maternity and parental leave.

+ Tuition assistance.

+ Company-sponsored training and development resources, such as LinkedIn Learning, language training and mentoring programs.

*Benefits may vary for bargained locations, confirm benefit eligibility with your recruiter.

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Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

The pay range for this position is expected to be between:

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$51,200.00 - $96,000.00

About the Company

ADM

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