Customer Service Manager

Summary

CHS Inc. has an exciting opportunity for a Customer Service Manager on the Wholesale Customer Service team. The customer service manager has a strategic and operational role focused on ensuring efficient and customer-centric support for wholesale clients across agricultural product lines such as grain, feed, fertilizer, and crop protection inputs. This role demands a strong blend of leadership, industry knowledge, and customer-focused process management. Customer service provides support to customers when dealing with billing and payment support, coordination and tracking customer disputes, system access and reporting, along with contract and order support. Customer service uses available resources and works with internal team members across business functions to investigate and resolve customer inquiries. 

This is a hybrid position working a minimum of 3 days per week at our global corporate headquarters in Inver Grove Heights, MN. 

Responsibilities

• Direct leadership of front-line customer service employees and supervisors.
• Conduct regular coaching, training, and performance reviews to support team growth and effectiveness.
• Establish and monitor KPIs around customer service inquiry trends and partner with key stakeholders to develop and implement process enhancements for ease of business.
• Mentor and develop employees and supervisors, encouraging them to extend beyond their comfort zones and achieve ambitious objectives while maintaining a high level of team satisfaction. 
• Establish, implement, and maintain administrative and technical procedures to provide responsive and efficient customer services.
• Develop and manage workforce plans, operating budgets, capital equipment, and the like, needed to operate the customer service function.
• Serve as a customer escalation pathway and provide intervention where necessary.
• Build and maintain strong relationships with key and strategic customers to ensure continued satisfaction.
• Collaborate with Supply Chain, Go-to-market, Marketing, Finance and IT to coordinate initiatives, process or system updates that affect wholesale customers.
• Work closely with Sales and Account Management teams to ensure seamless communication and consistent customer experience.
• Other duties and responsibilities as needed or assigned.

Minimum Qualifications (required)

• High School diploma or GED
• 4+ years of experience in Customer Service or Technical Support 
• Prior leadership experience with progressively advancing level of leadership responsibilities

Additional Qualifications

• Bachelor’s degree preferred in business or related field
• Working knowledge of basic accounting practices
• Proficient with MS Word, Excel, and PowerPoint
• Strong written and verbal communication skills including ability to read, write, and communicate in English to customers and co-workers
• 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.