• Customer Service - Ensure execution of the sales contract and related operations (i.e., order management, complaint handling, sample order follow up, price updates and credit/debit notes) with a team of CS representatives in line with agreed service levels and procedures. Proactive management of customer supply issues through close liaison with Supply Execution, Logistics and Sales teams. Manage the phase-in process for new customer accounts. Proactive management of customer supply issues through close liaison with Supply Execution, Logistics and Sales teams. Deliver the SC KPIs and manage / track performance for agreed Service Models as well as Digital KPI’s (e.g., adoption). Ensure harmonized, updated Customer master data in all relevant systems
• Customer Service Digitalization - Review CS processes and identify and implement automation opportunities. Manage and support the implementation and advancement of Robotic Process Automation (RPA), OCR, Customer Portal and E-Commerce with the Customer Service Team, Sales and Customers. Continuous improvement of processes, procedures, and tools in customer service to enable digitalization. Working closely with the Digital Customer Experience team to drive the digital Customer Experience agenda. Drive internal and external adoption of Digital Customer Service tools, e.g., by training out teams and customers on how to use them. Promote the use of digital tools in Customer Service and support the process of a culture change towards digital. Drive Customers to be self-sufficient when using the customer portal.

• Team Management - Ensure team contribution to Customer Relationship Management activities (i.e., Sales Team meetings, digital customer interactions). Ensure team engagement in the process of Customer Feedback Management. Lead, motivate and develop the team to provide high quality service and customer experience for customers through Ingredion’s digital tools (i.e.  Customer Portal). Promote team engagement and learning. Effective performance management and continuous development of the team

Qualified candidates will have:

Mandatory requirements:

• Management experience within customer service
• Experience of digital road mapping and implementing and managing digital support tools
• Fully conversant with Microsoft Office, SAP, Salesforce, or other CRM systems
• Excellent knowledge & understanding of supply chain processes
• B2B / B2C experience
• Excellent oral and written English

Desired behaviors and skills:

• Digital Savviness and curiosity to do things differently
• Customer centric attitude
• Effective project and change management skills
• Excellent communication and relationships builsing skills
• Excellent team leadership, coaching and development skills