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Senior Analyst, Customer Experience


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Job Title: Senior Analyst, Customer Experience
Location: Northbrook, IL, Mid-West United States, USA
Company: Nutrien Ltd.
Industry Sector: Agribusiness
Industry Type: Chemical, Pesticide and Fertilizer
Career Type: Sales/Retail
Job Type: Full Time
Minimum Years Experience Required: N/A
Salary: Competitive
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Senior Advisor/Senior Analyst, Customer Experience - (Northbrook, Illinois, U.S.A.)
At Nutrien, our Purpose is to grow our world from the ground up and we do so with safety and integrity as our core values. Nothing is more important than sending our people home safe, every day.
Nutrien is a leading provider of agricultural products, services, and solutions. With approximately 20,000 employees world-wide, we are the largest producer of potash (by capacity) and one of the world’s largest producers of nitrogen and phosphate. We also operate a leading agriculture retail network that services over 500,000 growers.
We harvest the best. Diverse views and experience make us strong. We look for people who have a safety-first mindset, who are collaborative team players, who deliver on their commitments, who are innovators in search of a better way, and who believe in inclusion.
Working at Nutrien will provide you an opportunity to help us Feed the Future, and grow your career.
This position will report to the Manager, Customer Service in Northbrook.
What you will do:
  • Directly interact and communicate with customers in the areas of orders entry, order shipment, and the invoicing of international transactions and facilitates the resolution of unusual or difficult situations
  • Collaborate with Sales, Transportation, Product Management, Supply Chain, and Credit along with Nutrien’s plants and warehouses to manage order to cash activity, acknowledging requirements of assigned accounts
  • Communicate, strategize and execute the coordination of shipments with sales, customers, agents, forwarders and plant personnel
  • Accurately satisfy moderate and complex customer inquiries regarding:  order status, product availability, product specifications, shipping documents, product safety, etc
  • Be the go to person for escalated customer inquiries
  • Provide leadership, mentorship and training on an as needed basis
  • Act as a key resource and support role for assigned Sales people regarding the daily activity of shared accounts
  • Review letters of credit and identifies changes and communicates to Credit department, bank, and customers as necessary
  • Educate agents, forwarders and or plant personnel regarding documentation requirements and prepares and creates export documents
  • Lead training and onboarding of new employees to Customer Service
  • Create, analyze and supply supporting documents to support quarterly and annual audit process
  • Is responsible for outage and load-out notices for plants, terminals, and warehouses
  • Collect and analyze data as well as generate reports and presentations used by management to enable departmental decisions
  • Responsible for exception based, complex transactions as directed by their Leader
  • Maintain required documentation, approvals, and database for adhering to the Sales Contract Policy
  • Act as a subject matter expert for order to cash activities and on special projects
  • Automatously makes decisions in order to problem solve complex issues and generate solutions
  • Drive and identify areas of improvement and potential efficiencies in the Customer Service team
  • Possess strong problem resolution and analytical skills along with the ability to exercise independent decision-making within established guidelines
What you will bring:
  • Ideal candidate should have a Bachelor’s degree in Agriculture, Business Administration, Logistics or related four-year degree
  • 5-10 years business experience
  • Preferred experience or background in an Agricultural, Commodities, Industrial Chemicals, and banking is beneficial, but not required
  • Previous supervisory or leadership experience is an asset, with an ability to drive teams to action on high priority initiatives
  • Strong problem resolution and analytical skills along with being able to exercise independent decision making within established guidelines
  • Excellent communication skills are essential
  • Expertise in their understanding of Nitrogen, Phosphate, and Potassium nutrients as well as specialty lines of products in Nutrien’s Agricultural, Industrial, and Feed Divisions for both domestic and international sales activities
  • Experienced and proficient in a variety of software programs and applications with an aptitude to learn new systems including SAP and Microsoft Office products particularly Excel, PowerPoint, and Word
  • Strong interpersonal and organizational skills, being detail oriented and comfortable in a team environment
  • Strong understanding of change management methodology
  • Significant prior experience in a business domain
  • High attention to detail and proven ability to work under pressure
  • Excellent organizational skills and ability to manage multiple tasks simultaneously and prioritize deliverables
  • Solid understanding of Customer Service processes and procedures and how transactions flow through and report in the various systems
  • Must be highly motivated and requires the ability to lead/coach people to maintain the highest levels of performance
  • Sensitivity to cultural differences and awareness
  • In-depth knowledge of International Letters of Credit UCP regulations and an understanding of Import/Export regulations
  • Understanding of Incoterms and international banking procedures
  • Capacity to identify pain points in processes/systems and recommend and implement possible solutions
  • Possess strong problem resolution and analytical skills along with the ability to exercise independent decision-making within established guidelines
 Are you a good match? Apply today!
Nutrien is an equal opportunity employer that is committed to creating an inclusive workplace.  We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information, national origin, disability, veteran status, and other legally protected characteristics
This job will remain posted until filled. In accordance with Nutrien policies, you will be required to undergo a background check and may be required to undergo a substance test. While we appreciate all applications we receive, only candidates under consideration will be contacted.
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**EOE race/color/sex/sexual orientation/gender identity/disability/veteran
To apply please click on APPLY TO THIS POSITION
Job Post Date: 06/26/19
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