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.
 
ResponsibilitiesEnsure department & ADM policies/procedures are followed.Create & communicate expectations regarding the Customer Support Specialist roleManage the performance of each direct reportMaintain Customer Support training programsAssist with customer complaints. Provide root cause & corrective action to avoid reoccurrenceProvide Customer Support (orders, logistics, quality, documentation…)Ensure necessary tools are available for the Customer Support TeamEnsure a safe work environment for Customer Support TeamMaintain Customer Support communication outlets (SharePoint, Calendars, e-mails…)Customer call coverage may be required during non-business hoursMaintain confidentiality of sensitive dataSupervisionFoster an environment of development for each Customer Support colleagueDelegate responsibilities among the Customer Support team and ensure appropriate workloadIdentify talent gaps within team and recommend training or hiring when opportunity is presentEnsure 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 expectationsEnsure communication is executed between management and Customer Support TeamMotivate Customer Support colleagues to do their best work and help support a positive work environmentResolve any interdepartmental and personal disputes prohibiting productivityRole with the Senior ManagementHold regular meetings with Customer Support Director to review performance and direction of the Customer Support TeamDeliver reports, presentations, and communications regarding Customer Support updates and benchmarkingSkills 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 preferredSupervisory experience is preferredSuperior knowledge related to the Customer Support professionMulti-lingual preferred but not requiredGood interpersonal communicationLeadership qualitiesAbility to motivate colleagues to meet goalsKnowledge of ADM systemsOrganizational abilitiesExcellent time-management skillsProblem-solving skillsDecision-making abilitiesMultitaskingAbility to adapt to a constantly changing environmentAttention to detailSome travel may be necessaryExcited 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