Customer Service Lead - Fargo, ND

ADM is one of the world’s largest nutrition companies, dedicated to providing ingredients and solutions for foods, beverages, and supplements. The Customer Service Lead position is a supervisory role responsible for managing key customer accounts and guiding the Customer Service team to deliver an exceptional customer experience.

Responsibilities:

• Serve as the main point of contact for assigned customers
• Provide day-to-day supervision, coaching, and development of Customer Service Representatives
• Answer customer inquiries via email and phone
• Prepare, submit, and monitor daily and ad hoc reports
• Prepare and submit customized documentation
• Resolve credit hold issues
• Monitor team performance, workload distribution, and service-level expectations
• Enter Incidents, including credit or debit memos
• Review, correct, and approve incidents
• Manage Credit Hold Process
• Review of all Accounts Receivable, along with follow-up on past due invoice notices
• Instruct Cash App Team when remittance notices are not sent
• Provide support and guidance to other ADM businesses, locations, and teams
• Understand domestic and international shipment processes and provide documentation support
• Proactively analyze stock levels of raw materials and finished goods for potential issues
• Reduce excess inventory through targeted customer outreach
• Collaborate with cross functional support teams to resolve product issues and customer complaints
• Support and provide trend feedback to the Supply Chain team for the demand forecasting process
• Proactively identify and resolve order issues, track shipments, and expedite orders as needed
• Maintain accurate data for customers in all required systems
• Provide supervisory support to the Customer Service team
• Lead Customer Service team meetings, reporting, and process improvement
• Lead new CSR training
• Serve as backup to other CSRs in their absence
• Develop and lead process improvement initiatives
• Serve as an escalation point for resolving issues, conflicts, and complaints

Requirements:

• Minimum of a 4-year college degree (Bachelor's Degree) supplemented with at least five (5) years of relevant work experience. Equivalent combinations of education and experience will be considered
• Ability to hear and speak clearly; read, comprehend, and communicate, orally and in writing, in order to expertly communicate in person, by telephone and in written form
• Positive attitude with a strong customer service orientation
• Establish and maintain positive relationships with customers and ADM colleagues
• Team-oriented with a willingness to collaborate in a fast-paced environment
• Expert problem-solving, critical thinking, and decision making abilities
• Time management skills and the ability to multi-task
• Strong computer skills, including information processing, communicating internally and externally via email, and using business systems such as Microsoft Office, Salesforce, and ERPs
• Willingness to learn, help others, and flexibility to adapt to change
• Foster a culture of accountability, continuous improvement, and customer excellence