Lead Technical Customer Support Representative, Expert

CHS, Inc.•Hannaford, ND

About The Position

CHS has an exciting opportunity to join the enterprise customer service team. We are looking for a Lead Technical Customer Support Representative. The customer service function is responsible for facilitating resolution of various types of customer inquiries and disputes. Customer service provides support to customers when dealing with system access and reporting, handling account changes like bank details and shipping locations, invoice explanations and sharing posted prices. Customer service uses available resources and works with internal team members across business functions to investigate and resolve customer inquiries. This position has the opportunity to be placed within our Eastern North Dakota business unit in either Drayton, Adams, Lakota, Hannford, or Milton, ND.

Requirements

3+ years of experience in Customer Support and/or Technical Support
High School diploma or GED
Strong written and verbal communication skills
Proficient with MS Word, Excel, and PowerPoint
Ability to work extended hours to meet business demands

Nice To Haves

Ability to read, write and communicate in Spanish, preferred
Pre-employment screening is based on the job requirements and industry guidelines and may or may not be required for the position. If required, selected candidates must pass pre-employment screenings to include all or a combination of drug, criminal, motor vehicle check, physical requirements and FMSCA Clearinghouse.

Responsibilities

Lead & SME: Provide daily guidance to CSRs. Serve as a subject matter expert on customer inquiry resolution and contract administration. Facilitate escalated customer issue resolution. Provide onboarding direction to newly hired CSR.
Onboarding & Customer Portal Support: Initiate new customer set up and portal access. Monitor set up process and address delays to ensure safety and compliance requirements are completed. Initiate account changes (bank account, address, etc.) as needed. Provide customer information on how to do business with CHS and utilize digital tools.
Contracting & Order Support: Provide customers with posted bids and price sheet quotes. Work with customers to ensure contract policy is followed, including gathering contract signatures, following up on unfulfilled contracts and over applied bushel designation, etc. Also, general pricing and invoice/ticket application ownership and questions. Support and facilitate activities related to product delivery, order fulfillment, contract amendments and confirmation, and billing/payment balances.
Billing & Grain Payment Inquiries: Facilitate customer inquiries related to customer and settlement payments, prepay balance, invoice and payment/contract status and reprinting documents upon request. Intake payments and provide explanation of how to apply.
Disputes & General Support: Intake all types of customer disputes such as delivery issues, invoices, contract and pricing discrepancies, and quality. Provide general support including location wait times, where to send payment, and hours of location operation. Provide support for 1099 and patronage statement inquiries.
Contract Administration: Review contract details provided by sales team to ensure accuracy. Precisely execute contract creation and amendments. Electronic document management. Compile and distribute relevant reports for stakeholders. Monitor contract performance and track form status for compliance.