Senior Customer Service Supervisor

Cargill is a family company committed to providing food and agricultural solutions to nourish the world in a safe, responsible, and sustainable way. We partner with producers and customers to source, make, and deliver products that are vital for living, enabling businesses to grow, communities to prosper, and consumers to live well. This position is within our Food Enterprise, serving food manufacturers, food service customers, and retailers with a complete range of innovative ingredients and branded products, including poultry, beef, egg, alternative protein, salt, oils, starches, sweeteners, cocoa, and chocolate.

About the role

The Senior Customer Service Supervisor will maintain customer relationships and serve as an escalation point for service issues while running analytics for routine operations in the order management process. You will drive customer focus and achievement of sales and revenue objectives by delivering exceptional customer service within our sweeteners business.

Responsibilities

• Manage a team of customer-facing or customer-enabling representatives working with complex standard service level two or three customers, ensuring exceptional customer service delivery.
• Conduct performance management, talent development, succession planning, and team engagement.
• Develop and maintain strong, collaborative customer relationships through proactive engagement on complex issues requiring escalation.
• Analyze customer service issues, drive service level improvements through data analysis, and conduct root cause analysis on recurring issues.
• Collaborate with team members and customers to improve customer experience, practices, and policies.
• Influence the team to make decisions that drive revenue growth and enhance customer experience.
• Lead change and continuous improvement within the customer service organization.
• Lead and develop a team, including coaching, talent management, hiring, performance evaluations, and disciplinary actions.
• Perform other duties as assigned.

Requirements

• Customer service leadership experience.
• Minimum of four years of related work experience.

Preferred Qualifications

• Two years of supervisory experience.
• Salesforce or SAP experience.
• Food or manufacturing industry customer service experience.

Additional Details

Locations: Eddyville, IA; Cedar Rapids, IA; Gainesville, GA; or Wichita, KS. Relocation assistance is not provided. Occasional weekend work and on-call availability may be required. This position is not eligible for work visa sponsorship.

Benefits

Cargill offers a comprehensive benefits program, including medical and other benefits, dependent on position and hours worked. Details are available at Cargill Health and Wellness (subject to certain collective bargaining agreements for Union positions).