Manager - Customer Experience
3 weeks ago
Job Description
Insight Global is looking for a Manager, Customer Experience for one of our top agricultural clients. This role is focused on the post-sales customer cycle, including the order-to-cash process, along with managing order entry, invoicing, contract management, accruals and rebate payments. This role will be responsible for a team of 10+, and is hybrid 3 days on-site in Calgary. Someone with a background/degree in finance or accounting operations, along with experience in direct customer support would be a great fit for this position.
Responsibilities:
- Lead the Calgary Order-to-Cash desk made up of team members that are directly engaging with customers and processing NPK transactions across North America
- Offer strategic guidance to optimize processes for continuous improvement, system automation, accuracy, and efficient resource allocation.
- Oversee and supervise the tracking and control of all product/customer accruals that impact revenue of over $100M
- Be the subject matter expert for executing all SAP sales-related transactions and make/influence the decisions taken to perform key activities including trades/swaps, purchase for resale, and consignment inventory
Requirements:
- Post-secondary degree in Business or Supply Chain
- Experience with Customer support in a post-sales Order-To-Cash environment
- 10+ years of experience in finance or related business function
- 5+ years of experience managing a team
- Excellent verbal, written, critical thinking and problem-solving skills and ability to interact with all levels of employees and management
- Detailed understanding of both SAP and MSS ERP systems
- Superior understanding of Customer Experience processes and procedures and how transactions flow through and report in the various systems
- Must be highly motivated and with the ability to lead/coach people to maintain the highest levels of performance
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