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 160,000 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.

Position Purpose & Summary

The purpose of the Customer Service Representative is to maximize customer satisfaction and revenue by meeting customer needs and expectations with regards to contract execution & order fulfilment.

The Customer Service Representative:

  • Is the primary point of contact for the customer for all aspects related to contract execution and order fulfilment.
  • Collaborates with customers and interacts with internal parties to ensure maximum customer satisfaction and value.
  • Participates in improvement initiatives and identifies improvement areas

Principal Accountabilities

60%

  • Primary point of contact for the customer for all aspects related to contract execution & order fulfilment.
  • Timely and efficient customer order processing into the business systems in accordance with business rules.
  • Monitor order patterns, anticipate demand and pro-actively inform customers about contract balances and related information.
  • Understanding of customer requirements & the consequences of deviating from customer requests.
  • Work with customers, logistics & scheduling to ensure the customer’s delivery requirements can be met whilst maintaining an efficient and effective supply chain.
  • Pro-actively inform customers of downtime of our facilities, delays with deliveries etc.
  • Prepare the export and customs documents.
  • Contribute to an efficient payment process by ensuring accurate and timely invoicing.
  • Reduce outstanding payment balance by timely follow up on disputed invoices.
  • Act as a main point of contact for customers for all customer related queries, including problem-solving.
  • Ability to challenge customer(s) and support sales discussions with customers about their call-off pattern, contract usages and planning deviations.
  • Run reports & analyze on behalf of CS when required.

30%

  • Collaborates with customers and interacts with internal parties to ensure maximum customer satisfaction and value.
  • Be the key point of contact (internal & external) for customer complaints.
  • Process complaints within the relevant system and ensure resolution towards the customer within the given business rules.
  • Understand the customer requirements, needs and expectations and relays newly obtained information back to the internal organization as appropriate.
  • Initiate account team meetings to ensure account plans for key accounts are kept up to date.
  • Build up customer specialized knowledge in order to signal to the internal organization any changes in order pattern and to inform relevant parties of expected customer requirements.
  • Build and maintain good relationships within Supply Chain, account teams and with customers to increase knowledge on service, demand, opportunity and risk with the aim of increasing customer satisfaction and value internally and for the customer.

10%

  • Participates in improvement initiatives and identifies improvements
    Understand and take appropriate action on change management initiatives.
  • Participate in performance reporting and corrective actions.
  • Participate in departmental projects.
  • Identify improvements internal (processes/tools) and external (customer service)

Qualifications

Minimum Required Qualifications

  • Fluent in English & French.
  • Excellent verbal and written communication / good communication skills.
  • Good knowledge of functional CS IT systems – knowledge of SAP is a plus.
  • Customer service orientated & attention to detail
  • Good time management skills to deal with multiple priorities
  • Adaptable, commercial awareness, pro-active.
  • Maintains positive relationships.
  • Problem-solving and decision making.
  • Team player.
    Taking ownership
  • Ensure and accept accountability.
  • Able to make firm decisions.
  • Relentless determination.
  • Positive, open-minded, energized, optimistic,pro-active, shows courage, team player.

Preferred Qualifications

  • Minimum Bachelor’s degree.
  • 3-5 years relevant working experience in a related environment.

Our Offer

In return for your expertise and commitment, we will provide a fast-paced stimulating international environment, which will stretch your abilities and channel your talents. We also offer competitive salary and benefits combined with outstanding career development opportunities in one of the largest and most solid private companies in the world.

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