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 150,000 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 supplier/customer needs and expectations with regards to contract execution & order fulfillment. This role will focus on the barge flows to our customers with biodiesel products from Frankfurt plant, as well as the truck flows from Ghent plant to our biodiesel customers.
The Customer Service Representative :
Is primary point of contact for the supplier/customer for all aspects related to contracts nomination and deliveries inbound/outbound
(domestic and/or intra EU cross border flows) including logistics scheduling
Collaborates with suppliers/customers and internal parties to ensure maximum customer satisfaction and value
Identifies and participates in improvement initiatives
Is subject matter expert of Customer Service topics including contracts
The customer service responsibilities start with the receipt of the medium term planning, followed by contract scheduling and nomination after which the process is handed over to the execution team.
The customer service team also handles after care such as complaint management, customer performance metrics, inputs on customer account plans.
30% Accountability : process development, planning & execution
Applies a comprehensive understanding of supply chain practices and procedures to gather and verify medium-short term S&OP demand/capacity outlook based on various input sources (e.g. sales orders, forecast, contract position, inventory available, and direct input from sales/demand teams).
Ensuresthe scheduling plan is signed off, communicated and agreed upon with the commercial & planning
Proactively leads , manages and optimizes the contract position , arbitrage the opportunities
Manages the nomination of inbound and outbound counterparty obligations
35% Primary point of contact for the supplier/customer for all aspects related to contract execution & order fulfillment
Monitor order patterns, anticipating demand and pro-actively inform suppliers/customers about contract balances and related information.
Good understanding of supplier/customer requirements & consequences of deviating from supplier/customer requests.
Work with suppliers/customers, commercial, planning, logistics & execution to ensure the supplier/customer’s delivery requirements can be met whilst maintaining an efficient and effective supply chain.
Pro-actively inform suppliers/customers of down time of our facilities, delays with deliveries etc; monitor situation pro-actively to minimize impact for the customer.
Negotiate internally and externally to re-schedule or re-route deliveries; balance the needs of the supplier/customer with the needs of the business.
Acts as a main point of contact for customers for all supplier/customer related queries
Proactively leads the claims and solves the problems
15% Collaborates with customers and internal parties to ensure maximum customer satisfaction and value
Be the key point of contact (internal & external) for supplier/customer complaints. Process complaints within the relevant systems (SFDC) and ensure resolution towards the supplier/customer within the given business rules.
Understands the supplier/customer requirements, needs and expectations and relays newly obtained information back to the internal organization as appropriate.
Prepares the suppliers/customers visits.
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.
Work with commercial and suppliers/customers to increase knowledge on service, demand, opportunity and risk with the aim of increasing customer satisfaction and value.
Build and maintain good relationships with customers with the aim of increasing the supplier/customer satisfaction .
Measure the customer satisfaction through surveys
15% Identifies and participates in improvement initiatives. Is subject expert matter of Customer Service topics
Understand and take appropriate action on change management initiatives
Participate in performance reporting and propose corrective actions.
Deliver valuable contribution to projects.
Active in finding ways to improve processes.
Is subject matter expert of Customer Service topics including updating procedures, giving support utilizing operational knowledge and expertise.