Job Description

Customer Support Lead – Evansville, IN
This is a full time, exempt position

This successful colleague is a key leader in maintaining the foundation of the ADM North American Customer Support Team. They ensure their team is knowledgeable about ADM products and services as well as international requirements. They work with their team to confirm world class service is provided to all customers.

The responsibilities of the Customer Support Lead are vast. From communicating the expectations to the Customer Support Specialists, ensuring company policies/procedures are followed, communicating customer feedback to various levels of management, as well as fostering an environment upholding the ADM Core Values. Their overall responsibility is to maintain smooth running of the Customer Support Team, execute a training program that secures top talent, and ensure world class customer support is provided by their team. They are expected to possess a strong technical knowledge of the ADM systems, products, and customers as well as display broad communication skills, organizational skills, and excellent leadership qualities.

Responsibilities

• Ensure department & ADM policies/procedures are followed.
• Create & communicate expectations regarding the Customer Support Specialist role
• Manage the performance of each direct report
• Maintain Customer Support training programs
• Assist with customer complaints. Provide root cause & corrective action to avoid reoccurrence
• Provide Customer Support (orders, logistics, quality, documentation…)
• Ensure necessary tools are available for the Customer Support Team
• Ensure a safe work environment for Customer Support Team
• Maintain Customer Support communication outlets (SharePoint, Calendars, e-mails…)
• Customer call coverage may be required during non-business hours
• Maintain confidentiality of sensitive data

Supervision

• Delegate responsibilities among the Customer Support team and ensure appropriate workload
• Identify talent gaps within team and recommend training or hiring when opportunity is present
• Ensure that the Customer Support colleagues are meeting expectations and perform all tasks efficiently.
• Ensure quarterly performance discussions are being held with each Customer Support colleague to evaluate, assess, and manage the performance expectations
• Ensure communication is executed between management and Customer Support Team
• Motivate Customer Support colleagues to do their best work and help support a positive work environment
• Resolve any interdepartmental and personal disputes prohibiting productivity

Role with the Senior Management

• Hold regular meetings with Customer Support Director to review performance and direction of the Customer Support Team
• Deliver reports, presentations, and communications regarding Customer Support updates and benchmarking

Skills and Qualifications
The ADM Customer Support Lead is expected to possess certain skills and qualifications to be able to efficiently take up the aforementioned responsibilities.

• Bachelor’s Degree or 5 years of Customer Support Experience preferred
• Supervisory experience is preferred
• Superior knowledge related to the Customer Support profession
• Multi-lingual preferred but not required
• Good interpersonal communication
• Leadership qualities
• Ability to motivate colleagues to meet goals
• Knowledge of ADM systems
• Organizational abilities
• Excellent time-management skills
• Problem-solving skills
• Decision-making abilities
• Multitasking
• Ability to adapt to a constantly changing environment
• Attention to detail
• Some travel may be necessary

Before applying for an exempt, non-exempt or hourly job opportunity, you are expected to initiate a discussion and share your intentions with your supervisor. * If you’ve been in your current position for more than 18 months, supervisor approval is not required. * If you’ve been in your current position for less than 18 months, verbal supervisor approval is required.
​Hiring Manager-John Barry ​
Recruiter- Lauren Shea

City

Evansville

State

IN - Indiana

Location Country

United States

About ADM

At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We’re a global leader in human and animal nutrition and the world’s premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.

Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

The pay range for this position is expected to be between:

$51,200.00 - $96,000.00