Customer Experience Specialist - MY/SG

Job Purpose and Impact

The Customer Experience Specialist will be responsible to delight our customers every single day and to constantly look at ways to innovate the customer experience that we provide for our customers and business partners. We are looking for someone who will embark with us on a journey to transform our processes to be customer centric as well as to use technology and digital tools as a key enabler to elevate the experience of our customers.

The Customer Experience Specialist will embrace a Customer 1st mindset to execute the processing of complex orders from customers, resolving order and delivery challenges, leading the complaints handling process and implement the customer experience programs for Cargill.

Key Accountabilities

• Deliver exceptional customer experience and operations strategy to onboard, service, retain and grow active repeating customers.
• Manage customer facing activities from the end-to-end order management process dedicated to strategic or advanced segment key customers using in depth knowledge of order management technology.
• Provide a segmented customer experience and service offerings to our customers and has a mindset of continuous career development through learning, job scope evolving and career progression.
• Develop and maintain deep trust-based customer relationships with diverse partners and customers through proactive engagement on complex customer issues, creating a culture of collaboration at pace across internal interfaces.
• Analyze customer service issues together with the Customer Experience Team Lead and implement service level improvements through data analysis and insights and conduct root cause analysis on complex, repetitive and common issues that reoccur, turning customer feedback and pain points into meaningful solutions and outcomes.
• Deploy customer experience improvement areas with team members and customers to improve established practices and policies.
• Coach and mentor less experienced members of the team to drive customer experience through rapport building, customer empathy and customer intimacy, leading to Cargill to increase revenue growth ambitions.
• Implement change and continuous improvement throughout the customer service organization.
• Independently handle complex issues with minimal supervision, while escalating only the most complex issues to Customer Experience Team Lead.
• Monitors all customer interactions coming into Cargill and act as a “control tower” to ensure all functions meets the customer promise and the SLAs.
• Builds rapport with the customer and understands the customer business deeply, and specialized requirements.
• Other duties as assigned.
  
  

Qualifications

Minimum Qualifications

• Bachelor’s degree in a related field or equivalent experience
• Minimum of two years of related work experience
• Other minimum qualifications may apply.
  

Preferred Qualifications

• Two years’ experience in a customer service organization, in a fast-paced environment
• Developing and maintaining strong, collaborative customer relationships through proactive engagement
• Executing customer facing activities from the end-to-end order management process.
• Prior experience gained in a Sales/Commercial role or a Customer Success team focused on delivering commercial results will be and added advantage.