Customer Service Manager - Kennesaw, GA

Customer Service Manager - Kennesaw, GA

JOB SUMMARY:
The Customer Service Manager role is a management-level position within the ADM Nutrition Customer Service organization, responsible for overseeing one or more Customer Service teams and daily Customer Service operations. This role reports to the North America Director of Customer Care.

As one of the world’s largest nutrition companies, ADM unlocks the power of nature to provide ingredients and solutions for foods, beverages and supplements for people all around the world. The Customer Service Manager position plays a critical part in this process by leading Customer Service and working closely with Sales, Supply Chain, Operations, Regulatory, and Quality teams to provide an industry leading customer experience.

This role is part of ADM Deerland Probiotics & Enzymes, headquartered in Kennesaw, GA. Deerland is a trusted global provider of probiotic and dietary supplements using probiotic, prebiotic, and enzyme technology.

PRIMARY RESPONSIBILITIES:
Team Management & Development:

• Provide leadership, strategic development, and management oversight to the Customer Service team.
• Serve as the primary escalation point for resolving issues, conflicts, and complaints.
• Maintain effective training and development programs, set performance standards, and monitor goals.
• Recruit and retain high potential individual contributors & future leaders.
• Evaluate, promote, hire and terminate, discipline, provide personnel counseling, and advise on compensation.

Operations Management:

• Oversee daily Customer Service operations to ensure timely order processing and fulfillment.
• Monitor customer order volume and associated metrics, directing available resources as necessary.
• Develop and lead process improvement initiatives.
• Analyze report trends and patterns to gauge impact of company activity and customer relations.
• Proactively identify and resolve order issues, track shipments, and expedite orders as needed.

Cross-Functional Collaboration and Business Support:

• Provide support and guidance to other ADM businesses, locations, and teams.
• Support initiatives to optimize order fulfillment, reduce excess inventory, and improve demand forecasting.
• Provide trend feedback to the Supply Chain, Operations, Quality and Commercial teams for process improvement.
• Partner with supporting departments on new procedures, tools, and system enhancements.
• Facilitate learning and skill development through cross-training across departments and locations.

Customer Experience and Relationship Management:

• Manage CSR customer assignments based on customer tiers, SLAs, and sales trends.
• Define and track site-specific Customer Experience KPIs to drive continuous improvement.
• Participate in customer meetings and in-person visits.
• Collaborate with cross functional support teams to resolve product issues and customer complaints.
• Analyze customer feedback, complaints, and trends to drive improvement across the organization.

BUSINESS SPECIFIC RESPONSIBILITIES

• Supports Deerland’s Kennesaw, GA and Forsyth, MO locations and Protexin’s NOAM sales via Amazon.
• Leads Customer Service process improvement initiatives specific to Deerland’s Wildly Important Goal (WIG) methodology and structure.
• Oversee the Sample Fulfillment Program.

CRITICAL SKILLS AND COMPETENCIES:

• Capability to lead by putting the needs of team members first, fostering their personal and professional growth while achieving organizational goals.
• 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.
• 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.
• 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.
• Willingness to work outside normal business hours, including weekends, depending upon business needs.
• This position may require occasional travel. Travel will typically involve overnight stays and require the ability to manage a flexible schedule and adapt to varying travel conditions.

EDUCATION AND EXPERIENCE 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.
• Position requires sitting for prolonged periods of time and operating a keyboard.

Excited about this role but don’t think you meet every requirement listed? We encourage you to apply anyway. You may be just the right candidate for this role or another one of our openings.

ADM requires the successful completion of a background check.

REF:112675BR