Want to build a stronger, more sustainable future and cultivate your career? Join Cargill's global team of 160,000 employees who use new technologies, dynamic insights and over 157 years of experience to connect farmers with markets, customers with ingredients, and people and animals with the food they need to thrive.
Job Purpose and Impact
The Customer Support Team Lead - ID will play an essential role in the customer service organization and lead a team of talented individuals to execute data processing, data management and data protection related activities across multiple platforms for SEA countries. The Customer Support Team Lead will lead a team to embrace a Customer 1st mindset to execute the processing of complex contracts, orders from customers, generating accurate customer invoices and shipment documentation for products coming in and moving out of SEA region. Key Accountabilities
Manage a team of customer support specialists across SEA regional locations in Cargill on the accuracy and consistency of complex customer and contracts, orders, invoices and shipment documentation with differentiated service level agreements which follows our customer segmentation strategy, ensuring effective cross-functional collaboration across the customer experience and customer operation teams, as well as other teams that do not report directly to you - global trade compliance operations, finance and etc.
Analyze and interpret reports and metrics and work closely with the cross-functional team to conduct root cause analysis and provide clarification to find resolutions and influence the team in accepting new ideas, approaches and concepts.
Work with Customer Support Manager to lead the preparation and reporting of internal and external joint customer scorecards, developing sustainable controls to maintain data hygiene, implementing high levels of confidentiality and data security standards.
Collaborate with customer experience insights and analytics team to provide direction on the resolution to turn customer issues of the highest complexity, feedback and pain points into meaningful solutions and outcomes.
Investigate opportunities to drive change and continuous improvement throughout the customer support team by eliminating waste, streamlining and standardizing processes.
Develop the team on the measurement of customer experience, process performance and order management tools and technologies.
Coach, motivate & develop team and make decisions related to talent management, succession planning and engagement, hiring, performance management, and disciplinary actions, fostering a team that encourages learning, job scope evolving and a career progressing for our promising and talented customer support team members.
Other duties as assigned.
**Qualifications**:
Minimum Qualifications
Bachelor's degree in a related field or equivalent experience
Minimum of two years of Customer Service OR Data Processing leadership experience
Other minimum qualifications may apply.
Preferred Qualifications
One year experience in leading an operations team, in a fast-paced environment.
Knowledge of international trade regulations, export compliance and export documentation will be and added advantage.
Self-disciplined, diligent, proactive and detail oriented impacting time management and organizational skills.
Ability to coach a team to maintain high levels of confidentiality and data security standards, working under pressure to adhere to service level agreements.
Conducting performance management, talent development, succession planning and engagement.