Supervisor, Customer Support

CHS, Inc.•Denver Township, ND

3d•Hybrid

About The Position

CHS Inc. is a leading global agribusiness owned by farmers, ranchers and cooperatives across the United States that provides grain, food and energy resources to businesses and consumers around the world. We serve agriculture customers and consumers across the United States and around the world. Most of our employees are in the United States, but today we have employees in 19 countries. At CHS, we are creating connections to empower agriculture. CHS has an exciting opportunity to join the enterprise customer service team. We are looking for a Customer Service Supervisor. 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. Quarterly travel is required throughout Eastern North Dakota & Central MN, supporting operations from the northern to southern regions of the territory. Successful candidate will be located in either our Kindred, ND or Gwinner, ND location.

Requirements

High School diploma or GED
2+ years of experience in Customer Service and Support
Quarterly business travel within the region.

Nice To Haves

Previous experience in Customer Service/Support
Strong written and verbal communication skills
Proficient in MS Office suite
Bachelor's degree preferred in Business, Business Administration, Communications, or related field
Previous team leadership or supervisory experience 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

Direct supervision of front-line employees responsible to execute customer onboarding, portal support, contract administration, order support, billing and grain payment inquiries, and dispute resolution.
Responds to customer inquiries regarding orders, onboarding, portal support, contract administration, billing, settlements, disputes, and general inquiries.
Manage recruitment, hiring, and annual review processes for the customer service team, promoting a culture of excellence, innovation, and team satisfaction.
Manage daily workflow activities of staff responsible for providing service and support to customers.
Directs and coordinates staff involved in a combination of activities such as onboarding and portal set up, contracting and order support, billing inquiries, dispute resolution, and contract administration.
Establish, implement, and maintain administrative and technical procedures to provide responsive and efficient customer services.
Monitor customer inquiry type, frequency, KPI needed to identify opportunities to proactively improve the customer experience.
Investigate and resolve escalated customer inquiries as needed.
Other duties and responsibilities as needed or assigned
Oversee and manage 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.
Oversee and manage 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.
Oversee and manage 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.
Oversee and manage 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.
Oversee and manage 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.