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Inver Grove Heights

    Director, Customer Service - Inver Grove Heights, United States - CHS

    CHS
    CHS Inver Grove Heights, United States

    3 weeks ago

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    Description

    CHS Inc. is a leading global agribusiness owned by farmers, ranchers and cooperatives across the United States that provides grain, food and energy resources to businesses and consumers around the world. We serve agriculture customers and consumers across the United States and around the world. Most of our 10,000 employees are in the United States, but today we have employees in 19 countries. At CHS, we are creating connections to empower agriculture.

    Summary

    CHS Inc. is currently seeking a skilled and dynamic Director, Customer Service who can lead and develop our enterprise customer service team. The ideal candidate will be instrumental in improving our competitive edge by enhancing our customer service capabilities and make it easier for customers to do business with CHS.

    As the customer service leader, your responsibilities include building and managing a new enterprise-wide team committed to continuous improvement, standardizing processes, and developing tools and technology to solve customer inquiries and issues effectively and efficiently. You'll have responsibility for managing annual spend and team performance against key performance indicators (KPIs).

    This role is based out of Inver Grove Heights, MN and will work a hybrid schedule.

    Responsibilities

    Customer Service Strategy

  • Contribute to the overall development and execution of the customer service strategy, aligning it with the company's goals for customer service of building competitive advantage and simplifying customer service interactions. Leadership
  • Recruit, train, and develop a high-performing customer service team
  • Lead, manage and measure team workflow and resources to achieve high team performance and exceptional service standards
  • Provide strategic direction on all customer service initiatives, as well as focus on the continuous improvement of back/middle office, support processes, develop reporting practices, onboarding programs and employee development
  • Provide leadership to all customer service functions, including activity that touches customers, suppliers and other key stakeholders in search of specific customer needs
  • Lead by influencing others not directly in the customer service organization through Influential leadership, leveraging a matrix environment and working cross-functionally. Customer Issue & Inquiry Resolution
  • Ensure the team provides timely and effective resolution to customer issues concerning onboarding, quotes, contracts, orders, credit, fulfillment, delivery, billing, payment/collection, and disputes
  • Work closely with the legal, compliance, and internal controls teams to ensure that policies and procedures comply with applicable statutes, regulations, and CHS company policy
  • Develop and document detailed customer inquiry escalation paths, processes and solutions with cross-functional stakeholders to mitigate customer issues
  • Enable the front-line employee to deliver customer resolution needs quickly and timely (leveraging KPIs, technology, etc.)
  • Develop and implement a strategy focused on gathering regular customer feedback, reporting on the feedback to cross-functional stakeholders and incorporate it into process and tool improvements Process Standardization & Continuous Improvement
  • Continuously assess and improve the customer service processes, tools, and technology to maintain high service delivery standards
  • Make recommendations, develop and implement standardized processes for customer service operations to enhance efficiency and consistency, making it easy for customers to do business. Escalate and work with the appropriate departments to recommend and/or collaborate on solutions
  • Manage individual and department performance utilizing performance metrics/KPIs. Regularly monitor and review performance against these metrics with the team and individuals while delivering necessary training and improvements
  • Ensure customer-focused initiatives/processes are beneficial for both the customer and CHS Technology & Tool Implementation
  • Oversee the development, integration and effective use of technology and tools in customer service operations Employee Training & Development
  • Partner with colleagues to create and deliver comprehensive training programs to ensure team members are well-equipped with the necessary skills and knowledge
  • Formalize continuous cross-functional training programs, document and train customer service team and customer-facing employees

    Minimum Qualifications (required)
  • High School Diploma or GED
  • 7+ years of customer service experience
  • Prior leadership experience with progressively advancing level of leadership responsibilities

    Additional Qualifications
  • Proven and equivalent experience in customer service leadership, preferably in a similar industry
  • An in-depth understanding of customer service processes, tools, and technology and a track record of standardizing customer service processes and implementing technology solutions
  • An ability to leverage technology in an effective and collaborative manner
  • Excellent leadership, communication, change management and interpersonal skills
  • Proven ability to work effectively with cross-functional teams
  • Ability to lead people and processes in a highly matrixed organization
  • Ability to analyze data and monitor KPIs
  • Demonstrated ability to implement process improvements and technology solutions
  • Commitment to delivering high-quality customer service CHS offers a competitive total rewards package. Compensation includes base wage and, depending upon position, may include other earnings such as bonus, incentives and commissions. Actual pay offered will vary based on multiple factors which may include, without limitation, experience, education, training, specialized skills and certifications. Benefits include medical, dental, vision, wellness programs, life insurance, health and dependent care savings accounts, paid time off, 401(k), pension, profit sharing, short- and long-term disability, tuition reimbursement and adoption assistance, subject to the eligibility requirements for each benefit plan. CHS is an Equal Opportunity Employer/Veterans/Disability.

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