Job Purpose and Impact
The Customer Operations Director is accountable for Cargill’s overall customer experience in terms of end-to-end order fulfilment, contract adherence and complaints management. This role will partner closely with the Go-To-Market leader in the SEA region and their teams to deepen the customer relationships, smoothen day to day operations and transactions.
This role provides direction to supervisors, coordinators and indirect staff in the overall roadmap and key focus areas and solving day to day. In this role, you will lead, advise and make decisions a large team of ~80-100 customer operations specialists with a base of ~200-400 customers and distributors.
Key Accountabilities
- Develop an overall commercial operations strategy and roadmap to improve overall customer experience
- Drive prioritized operational metrics which will improve overall process performance such as OTIF, Complaints Resolution Time etc.
- Lead communications with customers or our sales teams regarding order status, sales forecast, invoices, contract balances and other pertinent information needed to complete the sale.
- Lead the organization and team supervisors in the selection of staff and other employees, resolving resources needs and approve candidates.
- Oversee and direct on deciding which tools and systems are appropriate to use for specific customer service environments.
- Direct and contribute to definition of improvement projects and commitments that require an extensive understanding of customer service practices and procedures.
- Other duties as assigned
Qualifications
Minimum Qualifications
- Bachelor's degree in a related field or equivalent experience
Preferred Qualifications
- Three years of supervisory experience with complex and large customer service / operations organizations of 80-100 in a B2B setting