Manager, International Customer Experience

3 hours ago

Saskatoon, Saskatchewan, Canada Nutrien Full time

Manage global order to cash operations for Nutrien's Wholesale Nitrogen and Phosphate, leading a team of 3+ individuals processing 2.6+MMT with $1.2B USD in net sales.

Nutrien is a leading provider of crop inputs and services, guided by a culture of care and core values: safety, inclusion, integrity, and results. Our purpose, Feeding the Future, drives our work. We strive to create an inclusive workplace where everyone feels safe, has a sense of belonging, trusts one another, and acts with integrity.

Through the collective expertise of our nearly 26,000 employees, we operate a world-class network of production, distribution, and ag retail facilities. We efficiently serve growers' needs and strive to provide a more profitable, sustainable, and secure future for all stakeholders.

Reporting to the Director, Customer Experience, the Manager, International Customer Experience is responsible for Nutrien's Wholesale Nitrogen and Phosphate global order to cash operations including order entry and adjustments, invoicing, and international documentation. This role requires extensive experience in the areas of fertilizer, feed, industrial, and international markets with responsibilities that have a direct impact on revenue recognition.

Key Responsibilities:

  • Lead the International Team, managing a team of 3+ individuals processing 2.6+MMT with $1.2B USD in net sales.
  • Leverage specialized expertise to navigate complex situations, serving as the subject matter expert for executing all sales-related transactions and playing a pivotal role in decision-making.
  • Manage key accounts, including order entry and adjustments, order shipment, invoicing, and documentation of international transactions.
  • Collaborate with the Sales team, customers, agents, forwarders, and plant personnel to strategically plan and coordinate international shipments.
  • Work with the European team to identify synergies and establish global best practices and strategies for international documentation.
  • Directly interact and communicate with customers and collaborate with Sales, Legal, Transportation Distribution & Logistics, Product Management, Customs, and Credit to manage order to cash activity and international requirements.
  • Review letters of credit, identify changes, and communicate to the Credit department, bank, and customers as necessary.
  • Educate agents, forwarders, and/or plant personnel regarding documentation requirements.
  • Maintain required documentation, approvals, and database for adhering to the Sales Contract Policy.
  • Drive the success of a continuous pipeline of talented individuals by recruiting high-quality candidates, executing a comprehensive onboarding and training program, and providing ongoing coaching and development opportunities for team members.
  • Responsible for addressing financial information requests and process validations originating from external and internal audiences.
  • Understand fundamental accounting and audit principles and the impacts of posting transactions to ensure proper closing out of fiscal periods.
  • Deliver presentations at sales and customer meetings to engage in conversations about critical activities and business priorities.
  • Accurately satisfy moderate and complex customer inquiries regarding order status, product availability, product specifications, shipping documents, product safety, etc.
  • Drive and identify areas of improvement and potential efficiencies in the Customer Experience team.

Requirements:

  • Bachelor's degree in Agriculture, Business Administration, International Business, Supply Chain, or related field.
  • 8+ years of business experience, with previous leadership experience preferred.
  • Understanding of Incoterms and international banking procedures.
  • In-depth knowledge of International Letters of Credit, UCP regulations, and an understanding of Import/Export regulations.
  • Preferred experience or background in an Agricultural, Commodities, Industrial Chemicals, and banking is beneficial.
  • Excellent verbal, written, critical thinking, and problem-solving skills, with the ability to interact with all levels of employees and management.
  • Exceptional organizational skills, with the ability to manage multiple tasks simultaneously and prioritize deliverables.
  • High attention to detail and proven ability to work under pressure.
  • Must be highly motivated and require the ability to lead/coach people to maintain the highest levels of performance.
  • Strong interpersonal skills and comfortable in a team environment.
  • Expertise in understanding of Nitrogen and Phosphate, as well as specialty lines of products in Nutrien's Agricultural, Industrial, and Feed Divisions for international sales activities.
  • Experienced and proficient in a variety of software programs and applications, with an aptitude to learn new systems.
  • Solid understanding of Customer Experience processes and procedures and how transactions flow through and report in the various systems.

Nutrien is an equal opportunity employer, evaluating qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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