Lead, International, Customer Experience

3 weeks ago

Deerfield, United States Nutrien Full time

At Nutrien, our purpose is Feeding the Future and we do so with safety, inclusion, integrity and results as our core values. Nothing is more important than sending our people home safe, every day.

Nutrien is a leading provider of agricultural products, services, and solutions. With over 26,000 employees world-wide, we are the largest producer of potash (by capacity) and one of the world’s largest producers of nitrogen and phosphate. We also operate a leading agriculture retail network that services over 500,000 growers globally.

We harvest the best. Diverse views and experience make us strong. We look for people who have a safety-first mindset, who are collaborative team players, who deliver on their commitments, act with integrity, and who support inclusion.

Working at Nutrien will provide you an opportunity to help us raise the expectation of what an agriculture company can beand grow your career.

This role will report to the Manager, Customer Experience

What you will do:

Perform both a leadership and operational role by being accountable for order entry and adjustments, order shipment, invoicing, and the documentation of international transactions. Lead, mentor, and train International Customer Experience employees. Apply specialized expertise to highly complex situations that are occasionally unprecedented and assist in the resolution of unusual or difficult situations. Be the "go-to or subject matter expert" for executing sales-related international transactions and make/influence the decisions taken to perform key activities for expanding to new geographies and associated regulatory and documentation requirements. Directly interact and communicate with customers and collaborate with Sales, Transportation Distribution & Logistics, Product Management, Customs, and Credit along with Nutrien's plants and warehouses to manage order to cash activity, acknowledging requirements of assigned accounts. Communicate, strategize, and execute the coordination of shipments with Sales, customers, agents, forwarders and plant personnel. Accurately satisfy moderate and complex customer inquiries regarding order status, product availability, product specifications, shipping documents, product safety, etc. Act as a key resource and support role for assigned Sales team regarding the daily activity of shared accounts. Review letters of credit, identify changes, and communicate to Credit department, bank, and customers as necessary. Educate agents, forwarders and/or plant personnel regarding documentation requirements. Prepare and create export documents to ensure no issues with customs clearance. Create, analyze, and supply supporting documents for quarterly and annual audit process. Collect and analyze data as well as generate reports and presentations used by management to enable departmental decisions. Maintain required documentation, approvals, and database for adhering to the Sales Contract Policy. Act as a subject matter expert for order to cash activities and on special projects. Drive and identify areas of improvement and potential efficiencies in the Customer Experience team.

What you will bring:

Ideal candidate will have a Bachelor's degree in Agriculture, Business Administration, Logistics or related four-year degree. 5+ years business experience. In-depth knowledge of International Letters of Credit UCP regulations and an understanding of Import/Export regulations. Understanding of Incoterms and international banking procedures with experience in executing international transactions or international banking is required in order to be considered. Preferred experience or background in an Agricultural, Commodities, Industrial Chemicals, and banking is beneficial, but not required. Strong problem resolution and analytical skills along with being able to exercise independent decision making within established guidelines. Excellent communication skills are essential. Strong interpersonal and organizational skills, being detail oriented and comfortable in a team environment. Expertise in their understanding of Nitrogen, Phosphate, and Potassium nutrients as well as specialty lines of products in Nutrien's Agricultural, Industrial, and Feed Divisions for both domestic and international sales activities. Experienced and proficient in a variety of software programs and applications with an aptitude to learn new systems including MSS and Microsoft Office products particularly Excel, PowerPoint, and Word. Significant prior experience in a business domain. High attention to detail and proven ability to work under pressure. Excellent organizational skills and ability to manage multiple tasks simultaneously and prioritize deliverables. Solid understanding of Customer Experience processes and procedures and how transactions flow through and report in the various systems. Must be highly motivated and requires the ability to lead/coach people to maintain the highest levels of performance. Sensitivity to cultural differences and awareness. Capacity to identify pain points in processes/systems and recommend and implement possible solutions.

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