International Customer Experience Manager

3 weeks ago

Calgary, Alberta, Canada Nutrien Full time
Job Title: Manager, International Customer Experience

Nutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We're guided by our culture of care and our core values: safety, inclusion, integrity, and results.

As a key member of our team, you will be responsible for leading the International Team, which is responsible for managing global wholesale nitrogen and phosphate order to cash operations. This includes order entry and adjustments, invoicing, and international documentation. You will leverage your expertise to navigate complex and unprecedented situations, serving as the subject matter expert for executing all sales-related transactions and playing a pivotal role in decision-making.

Key Responsibilities:

  • Lead the International Team, responsible for managing global wholesale nitrogen and phosphate order to cash operations.
  • 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 the execution of 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 along with Nutrien's plants to manage order to cash activity and international requirements.
  • Review letters of credit, identify changes, and communicate to 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, including auditors, SOX leads, and financial accountants.
  • Understand fundamental accounting and audit principles and the impacts of posting transactions to ensure the proper closing out of fiscal periods (months, quarters, and years).
  • 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 four-year degree.
  • 8+ years of business experience required, 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.
  • Sensitivity to cultural differences and awareness.
  • Preferred experience or background in an Agricultural, Commodities, Industrial Chemicals, and banking is beneficial.
  • Excellent verbal, written, critical thinking, and problem-solving skills and ability to interact with all levels of employees and management.
  • Exceptional organizational skills and 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 requires the ability to lead/coach people to maintain the highest levels of performance.
  • Strong interpersonal skills and comfortable in a team environment.
  • Expertise in their 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, including MSS and Microsoft Office products, particularly Excel, PowerPoint, and Word.
  • Solid understanding of Customer Experience processes and procedures and how transactions flow through and report in the various systems.

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