**106892BR** **Job Title:** Customer Support Manager - Decatur, IL **Department/Function:** Sales, Customer Service & Origination **Job Description:** **Customer Support Manager – Decatur, IL** ADM 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 Manager are vast. From communicating the expectations and managing the performance of 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** + Foster an environment of development for each Customer Support colleague + 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 Manager 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 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:106892BR **Req/Job ID:** 106892BR **City:** Decatur **State:** IL - Illinois **Ref ID:** \#LI-JW1 **:** **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. **:** \#LI-Onsite **\t:** **\#IncludingYou** Diversity, equity, inclusion and belonging are cornerstones of ADM’s efforts to continue innovating, driving growth, and delivering outstanding performance. We are committed to attracting and retaining a diverse workforce and create welcoming, truly inclusive work environments — environments that enable every ADM colleague to feel comfortable on the job, make meaningful contributions to our success, and grow their career. We respect and value the unique backgrounds and experiences that each person can bring to ADM because we know that diversity of perspectives makes us better, together. We welcome everyone to apply. We are committed to ensuring all qualified applicants receive consideration for employment regardless of race, color, ethnicity, disability, religion, national origin, language, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law **:** **Benefits and Perks** Enriching the quality of life for the world begins by taking care of our colleagues. In addition to competitive pay, we support your diverse needs with a comprehensive total rewards package to enhance your well-being, including: + **Physical wellness** – medical/Rx, dental, vision and on-site wellness center access or gym reimbursement (as applicable). + **Financial wellness** – flexible spending accounts, health savings account, 401(k) with matching contributions and cash balance plan, discounted employee stock purchasing program, life insurance, disability, workers’ compensation, legal assistance, identity theft protection. + **Mental and social wellness** – Employee Assistance Program (EAP), Employee Resource Groups (ERGs) and Colleague Giving Programs (ADM Cares). Additional benefits include: + Paid time off including paid holidays. + Adoption assistance and paid maternity and parental leave. + Tuition assistance. + Company-sponsored training and development resources, such as LinkedIn Learning, language training and mentoring programs. *Benefits may vary for bargained locations, confirm benefit eligibility with your recruiter. **:** 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: **:** $55,000.00 - $102,000.00