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Customer Service Leader


Position Purpose & Summary.

Leads and provides direction to the Customer Service Team and oversees all day-to-day customer service activities for the Salt business with over 1200 food and commercial products.  Leads, advises and makes decisions on all major customer service activities including: customer service operations, process development, planning & execution, customer & client interaction / business partnership, systems / data management & reporting, and people, talent & budget management. The Service Leader is responsible to ensure that the Salt Customer Service Team receives the necessary leadership direction, operational support, training and resources to deliver a superior customer experience in accordance with Cargill Salt’s strategy. In addition, the position will drive ongoing continuous improvement efforts and develop staff to meet future talent needs.
A large portion of the incumbent’s time will be spent coaching, mentoring, and employee development while overseeing daily customer relationship management issues, process improvements, and collaboration with other areas involved in the customer order process.  

Principal Accountabilities.

45% Organizational Effectiveness 
• Operations and Business Processes - Responsible for ensuring a high degree of performance across all aspects of customer service, from order entry through fulfillment and post sales care. 
• Customer Experience - Ensure that the team takes proactive steps to avoid issues and works with a sense of urgency to resolve problems as they occur
• Resource Management - Ensure that the team has the right resources in the necessary configuration to meet customers’ expectations.
• Cross Functional Relationships - Serve as a liaison between external customers and internal functions to ensure customer needs are met.
• Continuous Improvement - Identify opportunities and drive projects to further improve department processes and systems, with a specific focus on quality, efficiency, responsiveness, and standardization of work.  
• Team Leadership – Develop and manage against appropriate stretch goals for teams in order to meet department and business needs
• Team Communication – Articulate the vision of Customer Service and ensure that the team understands and embraces their ability to impact the delivery of our strategy. Ensure timely communications to the team to share updates regarding team performance trends, department updates, and company news, et al.  
• Change Management/Leadership – Position the department to sustain performance through changing circumstances such as process changes, system upgrades, or the integration of an acquisition. Understand and apply change management best practices to successfully embed changes

45% People, Talent Management and Engagement
• Talent Management – Lead all employee processes from hiring, performance reviews, improvement plans & corrective actions.  Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
• Development –Enhance team capabilities by enabling the creation of meaningful development plans. Provide challenging assignments for team members to realize their potential and meet future talent needs.
• Recognition - Implement rewards and recognition programs to motivate and drive performance. Motivate and inspire; coach and develop 
• Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback
10% Additional duties as assigned

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