Senior Customer Experience Specialist

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Senior Customer Experience Specialist - Operations

City : Oakville State : Ontario (CA-ON) Country : Canada (CA) Requisition Number : 49268

A Day In The Life: The Senior Customer Experience Specialist - Operations at Bunge, will be a pivotal link between our valued Food Solutions customers and our internal operations. This dynamic role is designed for a highly customer-centric individual who thrives on building strong relationships, ensuring seamless order fulfillment, and expertly managing complex contracts and pricing. This role will act as a dedicated advocate for both the customer and Bunge, guaranteeing that customer needs are met with efficiency, accuracy, and profitability. A proactive approach will be critical in delivering an exceptional end-to-end customer journey, following Bunge's policies and procedures.

What You'll Be Doing:

• 1. Customer Relationship: • Serve as the primary point of contact and trusted liaison for a dedicated portfolio of valued Food Solutions accounts, fostering strong, lasting relationships.
• • Proactively manage the customer experience, conducting regular check-ins, monitoring satisfaction levels, and leveraging CRM data to swiftly and effectively resolve customer complaints and operational issues.
• • Collaborate closely with customers and internal teams to ensure smooth transitions and ongoing satisfaction with Bunge's products, policies, and services.
• • Assist the Customer Experience Supervisor with escalations, providing expert guidance and resolution for complex customer and operational challenges.
• 2. Order Management: • Oversee the complete order lifecycle for assigned accounts, ensuring precision in order entry, timely delivery, and proactive management of changes based on inventory, delivery windows, and customer fill rate requirements.
• • Monitor customer buying habits and order quantities, providing valuable insights to key stakeholders regarding detected changes or trends.
• • Coordinate shipment and order modifications to support portfolio demands, ensuring optimal efficiency and customer satisfaction.
• 3. Contract & Pricing Administration: • Manage the full scope of contract administration, including quoting, accurate system entry, and precise pricing within established margin goals.
• • Proactively manage "contract drag," running and distributing essential reports, rolling contracts forward with appropriate charges, and monitoring contracts to ensure inventory management.
• • Contribute to Bunge's Request for Proposal (RFP) processes as needed.
• • Monitor auto-quotes, validate published prices, and assess customer acceptance to ensure pricing accuracy and competitiveness.
• • Investigate and resolve complex price discrepancies, demonstrating a deep understanding of price structures, margins, costs, and the SAP pricing routine.
• • Run and monitor daily order and contract audit reports, identifying and resolving input errors or data gaps that could impact accurate customer pricing.

Skill/Experience Requirements:

• • Bachelor's Degree in Business Administration with 3 to 5 years of equitable experience required, or equivalent combination of experience and education.
• • Strong interpersonal and communication skills; with both written (email) and verbal (phone) etiquette skills.
• • Strong attention to detail, problem solving, prioritization, decision making, multi-tasking, time management, organizational skills and adaptability.
• • Ability to work and collaborate with cross functional teams
• • Familiarity with CBOT exchange and fundamentals of futures and basis trading preferred.
• • Experience in agribusiness or related industry preferred.
• • Experience with SAP, Salesforce & Tableau preferred.
• • Demonstrated proficiency in Microsoft Office applications required.

Additional Requirements

• • Some travel required (up to 25%).
• • Adherence to Bunge's hybrid work schedule (Minimum 3 days in the office, 2 days' work from home. Subject to change).
• • Perform ad-hoc duties and support special projects as required.
• • Model leadership behavior and competencies, embodying Bunge's core values.
• • Overtime and holiday work may be necessary to meet business objectives

At Bunge (NYSE: BG), our purpose is to connect farmers to consumers to deliver essential food, feed and fuel to the world. As a premier agribusiness solutions provider, our team of ~34,000 dedicated employees partner with farmers across the globe to move agricultural commodities from where they're grown to where they're needed—in faster, smarter, and more efficient ways. We are a world leader in grain origination, storage, distribution, oilseed processing and refining, offering a b