Customer Service Representative, Biosciences
Mosaic

The Mosaic Company (NYSE: MOS) is the world's leading integrated producer of concentrated phosphate and potash-two of the three most important nutrients in agriculture. We employ more than 13,000 people in six countries to serve farmers all over the world. Our Headquarters is in Lithia, Florida with operations throughout North America (U.S./Canada) and South America.

At Mosaic We Help the World Grow the Food it Needs - Apply today and join our team!

Customer Service Representative

Where will you work: Durham, NC (100 Capitola Drive, Suite 305, Durham, NC 27713)

Schedule: Hybrid with set-in office days of Tuesday, Wednesday, and Thursday. Remote on Monday and Friday.

The Customer Service Representative is responsible for maximizing customer satisfaction by exceeding customer requirements and expectations from point of sale through delivery of product and invoicing. The Customer Service Representative must be knowledgeable and experienced in all facets of the business to maximize customer satisfaction for all transactional activity post sale of products and services. As primary contact post sales the Customer Service Representative will represent a designated customer base and support multiple sales territories. Customer Service Representative are highly skilled collaborators with customer and business stakeholders and managing a diversity of commercial and supply chain conversation to ensure successful execution and management of complex process to supply the sale of products.

What you'll do:

• Responsible for the entire order to cash process for assigned customers and quick resolution of customer issues, including pricing, transactions, complaints, orders, shipments, and a wide number of other issues.
  
• Manage inside sales for transactional segment of customers at list/approved prices.
  
• Responsible for critical thinking and problem solving to quickly solution customer issues, including pricing, transactions, complaints, orders, shipments, and a wide number of other issues relate to pre and post contract and order management.
  
• Customer Service Representative are responsible to drive the solutioning of both Offer-to-Cash process or technical systems that are negatively impacting the customer.
  
• Responsible for case management Customer Service Representatives will have financial approval for complaint resolution at authorized levels while ensure SOX controls and risk management.
  
• Responsible for all documentation and determining when a complaint is considered resolved.
  
• Serving as a customer advocate with the responsibility ascertaining customer requirements and ensure the requirements are met.
  
• Responsibilities can include customer visits and/or participation in Customer Delivery Teams.
  
• Evaluation and monitoring of contract and order analytics to ensure accurate planning to internal and external stakeholders.
  
• Miscellaneous job-related duties as assigned including but not limited project work, data governance &analytics specific to the customer contract and order management, documentation, and evaluation of processes.
  
• Customer Service Representatives are responsible for assurance and escalation of data governance to leader; digital management of organization and customer facing applications specific to order processing & management.
  
• Workflow and process documentation maybe required.
  

• Bachelor's degree in business administration, communications, supply chain, planning OR High School degree and 8-10 years in lieu of degree.
  
• Experience in a customer-facing sales service role in Supply Chain, Manufacturing, Product Management, Logistics, or related industry/field.
  
• Experience making informed but quick decisions in a fast-paced environment.
  
• Experience interacting with customers and cross-functionally within the business to provide critical thinking, problem resolution, and continues improvement.
  
• Strong customer service skills.
  
• Business Acumen of commercial and supply chain processes.
  
• Aptitude for digital and technology trouble shooting of customer digital interactions.
  
• Excellent communication and presentation skills.
  
• High attention to detail.
  
• Responsive and results driven.
  
• Experience with AP, Salesforce, Outlook, Microsoft Office, Visio, On-line Order Management, Track and Trace Technologies for logistics.
  
• Knowledge of ERP(SAP) and CRM (Salesforce) required or equivalent software.
  

• Medical, Dental, Vision insurance
  
• Paid vacation, holidays, and sick time
  
• Tuition Reimbursement
  
• Financial Security Program
  
• Optional HSA plan with company match