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Senior Customer Service Manager

2 months ago

Des Moines Iowa, United States Kemin Full time

Overview:


Kemin is hiring a Senior Customer Service Manager to join the Nutrisurance team In this role you will be involved in the development and execution of the department's strategic plan.

Decision-making will focus on issues related to fulfilling customer's needs and expectations in close collaboration with operations, logistics, and sales.

As manager, you will also be expected to provide input into the long-term strategic direction of the business unit and develop a customer service support system to meet the need of these strategies.

We Are Kemin

We are visionaries who see things differently and are inspired by the world around us.

We have been dedicated to using applied science to improve the quality of life for over half a century.


We are a global ingredient manufacturer that strives to sustainably transform the quality of life every day for 80 percent of the world with its products and services.


For over half a century, Kemin has been dedicated to using applied science to address industry challenges and offer product solutions to customers in more than 120 countries.

Kemin provides ingredients to feed a growing population with its commitment to the quality, safety and efficacy of food, feed and health-related products to customers in more than 120 countries.


Established in 1961, Kemin is a privately held, family-owned-and-operated company with more than 2,800 global employees and operations in 90 countries, including manufacturing facilities in Belgium, Brazil, China, India, Italy, Russia, San Marino, Singapore, South Africa and the United States.

As a Kemin team member, you'll receive...


A competitive financial package- in addition to your salary, we offer an uncapped bonus opportunity, 401k match program, and paid vacation and holidays.


Robust health and wellness support- we are proud to offer a fitness reimbursement (for your whole family), an on-site fitness center, restaurant with seasonal fresh food options (and the ability to order food to bring home), and free fresh fruit in break areas- to name a few.


Continued learning opportunities- Kemin offers tuition reimbursement and recently launched a new corporate university with online and in-person training opportunities for growth and development throughout your entire career.


The chance to give back to our world- Through our foundation of servant leadership, we are proud to offer ample service opportunities, including paid time off to do so.

Kemin has a valued corporate partnership with both The World Food Programme and Habitat for Humanity, in addition to many local initiatives.


Opportunities to support our valued educators- Kemin is a proud sponsor of the Iowa Governor's Stem Advisory Council where we fund annual teacher's awards.

In addition, we have a robust internship and externship program, and frequently host student tours.

Responsibilities:
Responsible for the creation and execution of the department's goals and strategic plan.

Responsible for making strategic decisions independently within the Customer Service department, as applicable.

Responsible of developing and executing a customer service support system to meet the needs of these strategies.


Manage and develop the Customer Service team and support functions within the business unit, including the creation of employee engagement and development plans for customer service department.

Responsible for staying up to date with export compliance (as applicable).


Work in partnership with Finance to track customer performance against payment terms, contracts, contract renewals and financial accruals for customer rebates and allowances.

Significant contributor to assisting operations in the establishment and prioritization of production schedules.

Attend production meetings (as applicable) and communicate customer needs and expectations to the operations team and sales.

Provide quick response to customers' regarding open orders, and lead times.

Manage Customer Purchase Agreements and Product Application Contracts including utilization of system to track sales contract status, as applicable.


Responsible for reviewing and verifying all orders input by customer service team accurately reflect the terms and pricing of the given customer.

Responsible for reviewing and analyzing customer feedback (including complaints).

Processing of international orders, preparing proformas and export quotations (as applicable).

Preparation of all export certificates, documentation, and ensuring the accuracy of such documents (as applicable).

Communicate with Account Managers to ensure effective customer service.

Must follow and ensure compliance with all regulatory standards.

Responsible for maintaining existing and developing new SOPs.

Responsible for increasing customer satisfaction and analyzing customer feedback (as applicable).

Responsible for reviewing and improving forecasting external customer's needs (as applicable).

May need to make customer site visits, as needed.

Other duties as assigned.

Qualifications:

Education & Experience:
High School Diploma with 10+ years of experience

Bachelor's degree with 7+ years of experience preferred.

Experience Customer Service, preferred.

Previous experience working with logistics, freight (domestic and/or international), export documents, and tariffs is a plus.

Must have a solid understanding and adherence to the Servant Leadership philosophy.

Must be able to multi-task, adjust priorities, and have excellent time management skills.

Must be an effective team player, detail-oriented and well organized.

Must possess a high sense of urgency to meet time-sensitive deadlines.

Ability to work productively in a fast-paced, high-pressure enviorment.

Excellent listening skills and ability to accurately document customer interactions.


Excellent written and oral communication and interpersonal skills to present ideas effectively with customers, peers, and all levels of management.

Must be able to see and read numbers.

Must have strong analytical and problem solving skills.

Accuracy in data entry and strong mathematic skills.

Must be fluent in English, multilingual a plus (French and/or Spanish preferred)

Proficient in MS Office programs (i.e. Word, Powerpoint, and Excel).

Experience with ERP systems is a plus.

International experience is a plus.

A post-offer background check and drug screen is required. Additional pre-employment requirements may be necessary based on position.

Kemin is an equal opportunity employer, and all reasonable accommodations will be considered.

Kemin is a drug-free and tobacco-free campus.

#LI-KS1

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