Customer Service Team Lead

A Day In The Life

The Customer Service Team Lead will support leadership with the coaching and development of processes followed daily for employees of the BLC Customer Service Team. They will act as an advocate for both the customer and Bunge, ensuring efficient and profitable handling of customer inquiries while maintaining high customer satisfaction.

Responsibilities

• Support the coaching and development of processes for the BLC Customer Service Team.
• Act as an advocate for both the customer and Bunge, ensuring efficient and profitable handling of customer inquiries.
• Ensure excellent service standards and high customer satisfaction.
• Transfer and document institutional knowledge and Bunge methodologies regarding sales support activities.
• Create and maintain standard operating procedures.
• Collaborate with interconnected teams outside of operations.
• Communicate long-term development goals to the representative's leader and suggest customized training programs.
• Develop and implement training evaluation methods and tools in conjunction with the HR Talent Management team.
• Field daily and common questions from the staff to guide them on daily processes.
• Assist the Customer Service Supervisor with escalations to resolve operational and customer issues.
• Coordinate shipment and order changes based on delivery window, inventory availability, and fill rate requirements set by the customer.
• Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
• Maintain a high level of professionalism at all times, creating a connection and developing a rapport with every customer to provide outstanding, personal service.
• Serve as a main point of contact and liaison between the customer and internal groups such as the Commercial, Operations, Product Management, and Supply Chain teams.
• Travel as necessary to Bunge facilities and customer meetings.

Requirements

• Bachelor's degree in Business or related field.
• Five years of customer service experience in food ingredients, agribusiness, or related field.
• Experience in business processes, process improvement, systems integration, and identifying project requirements.
• Ability to problem solve, organize projects, and report progress clearly.
• Proven track record in relationship building, training, and project management.

Skills

• Problem-solving skills.
• Organizational skills.
• Project management skills.
• Training and development skills.
• Customer service skills.
• Communication skills.
• Teamwork and collaboration skills.

Benefits

Bunge offers a variety of benefits including health and wellness plans, retirement contribution, and paid vacation/holidays.

Pay

The compensation range for this position is $83,446.00-$94,248.00. In addition to the regular compensation, this role is also eligible for an annual incentive bonus.

Schedule

N/A