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International Customer Experience Manager

2 months ago

Deerfield Beach, Florida, United States Nutrien Full time
About the Role

Nutrien, a leading provider of crop inputs and services, is seeking a highly skilled and experienced professional to fill the role of Manager, International Customer Experience. This position is responsible for leading the company's wholesale nitrogen and phosphate global order-to-cash operations, including order entry and adjustments, invoicing, and international documentation.

Key Responsibilities
  • Lead a team of professionals responsible for processing approximately 2.6+ million metric tons with over $1.2 billion USD in net sales.
  • Develop and implement strategies to navigate complex and unprecedented situations, serving as a subject matter expert for executing all sales-related transactions.
  • Manage key accounts, ensuring timely order entry, adjustments, shipment, invoicing, and documentation of international transactions.
  • Collaborate with the Sales team, customers, agents, forwarders, and plant personnel to plan and coordinate international shipments.
  • Work with the European team to identify synergies and establish global best practices and strategies for international documentation.
  • Interact with customers, Sales, Legal, Transportation, Distribution & Logistics, Product Management, Customs, and Credit to manage order-to-cash activity and international requirements.
  • Review letters of credit, identify changes, and communicate with the Credit department, bank, and customers as necessary.
  • Educate agents, forwarders, and plant personnel on documentation requirements.
  • Maintain required documentation, approvals, and databases for adhering to the Sales Contract Policy.
  • Drive the success of a continuous pipeline of talented individuals by recruiting, onboarding, and developing team members.
  • Address financial information requests and process validations from external and internal audiences.
  • Understand fundamental accounting and audit principles and their impacts on transaction posting to ensure proper closing of fiscal periods.
  • Deliver presentations at sales and customer meetings to discuss critical activities and business priorities.
  • Satisfy customer inquiries regarding order status, product availability, product specifications, shipping documents, and product safety.
  • Identify areas of improvement and potential efficiencies in the Customer Experience team.
Requirements
  • Bachelor's degree in Agriculture, Business Administration, International Business, Supply Chain, or a related field.
  • 8+ years of business experience, with previous leadership experience preferred.
  • Understanding of Incoterms and international banking procedures.
  • In-depth knowledge of International Letters of Credit, UCP regulations, and Import/Export regulations.
  • Sensitivity to cultural differences and awareness.
  • Preferred experience or background in Agricultural, Commodities, Industrial Chemicals, and banking.
  • Excellent verbal, written, critical thinking, and problem-solving skills.
  • Exceptional organizational skills and ability to manage multiple tasks simultaneously.
  • High attention to detail and proven ability to work under pressure.
  • Must be highly motivated and able to lead/coach people to maintain high levels of performance.
  • Strong interpersonal skills and comfortable in a team environment.
  • Expertise in Nitrogen and Phosphate, as well as specialty lines of products in Nutrien's Agricultural, Industrial, and Feed Divisions for international sales activities.
  • Experienced and proficient in software programs and applications, with an aptitude to learn new systems.
  • Solid understanding of Customer Experience processes and procedures.