Customer Care Associate - GROWMARK, Inc. - Bloomington, IL

SALARY RANGE: $60,100.00 - $82,662.50

GROWMARK is an agricultural cooperative serving almost 400,000 customers across North America, providing agronomy, energy, facility engineering and construction, and logistics products and services, as well as grain marketing and risk management services. Headquartered in Bloomington, Illinois, GROWMARK owns the FS trademark, which is used by its member cooperatives. GROWMARK also owns and operates SEEDWAY, the largest full-line seed company in the United States. More information is available at growmark.com.

PURPOSE AND SUMMARY STATEMENT

The Customer Care Associate provides a positive customer experience and fosters relationships that support brand loyalty. Responsible for supporting and managing customer supply/service/sales support functions, supply availability and communications, vendor/terminal relations, price maintenance, product and terminal setups, invoice corrections, invoice disputes, and incident reports that ultimately leads to superior customer experience, sales growth, and profitability for the Energy Division. 

ESSENTIAL JOB FUNCTIONS

Serves as the primary customer service contact for customers and member cooperatives to increase customer service quality from contracting to order to invoice.

Responsible for monitoring, managing and communicating all vendor/terminal/product allocations, availabilities and outages, and any consequential customer allocations and availabilities to customers and appropriate members of Energy Supply, Logistics and Marketing teams.

Assists and communicates with designated DVS vendors and terminal operators on product setups, allocations, and supply availability issues.

In conjunction with Energy Processing, is responsible for the analysis of cost changes and vendor invoice discrepancies (VIM) and subsequent resolution.

Maintains a basic understanding of products and services offered by the assigned division, answers customer inquiries, and ensures timely resolution to questions from other stakeholders.

Coordinates in a collaborative effort with Logistics/Dispatch/Transportation by investigating loading and supply availability issues in a timely manner that ultimately lead to favorable resolutions and ultimate customer satisfaction.

Ensures that customer requests are completed in a timely, professional, accurate, and responsive manner.

Maintains a thorough working knowledge of all GROWMARK, Energy and third party supported software applications (SAP, Business Objects, DTN tabs, DTN Fuel Buyer, DTN Data connect, myGROWMARK, , etc.).

Prioritizes workflows to maximize customer satisfaction and operational efficiency and creates operational metrics by using and implementing ServiceNow.

Communicates with all functional areas when issues arise with members/customers. Assists in developing resolutions and service strategies for each member. 

Coordinates and maintains customer accounts, contacts, and location information data within the company's operating systems.

Coordinates with the Customer Care team to ensure after hours assistance is available for customers and logistics, including after-hours and weekend coverage on a revolving basis. 

OTHER JOB FUNCTIONS

Prepares sales, purchases, inventory, and other reports as requested.

Requires after-hours and weekend monitoring of supply, outages, and logistical loading issues on a revolving basis to ensure superior customer satisfaction.

Follows GROWMARK's Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.

Performs all other duties as assigned.

REQUIREMENTS

Normally requires a Bachelor’s degree in a business-related field or equivalent, and 2 years or more of related work experience.

Demonstrates essential abilities including business knowledge, collaboration, communication, customer focus, decision making, and skill development.

Proven professional communication, interpersonal, persuasion, and customer service skills.

Proven computer skills and the ability to use the computer to enhance business processes.

Ability and willingness to participate in required training that may include education on GROWMARK's policies and procedures and additional training as it relates to the requirements of the position.

Ability to work hours considered outside a normal workday during busy and peak seasons.

Must have and maintain a valid driver's license and satisfactory driving record. 

Must have the ability to travel independently and overnight as necessary.

At GROWMARK, we are dedicated to supporting the long-term financial well-being of our employees through a fully funded pension, a cornerstone benefit that ensures security for the future. We offer a comprehensive benefits package that includes medical, dental, vision, and life insurance, along with a variety of supplemental plans like accident, critical illness, disability, hospital indemnity, and identity theft protection. To promote a healthy work-life balance, employees enjoy generous paid time off (PTO), paid holidays, and parental leave, giving you time to recharge and focus on what matters most. Additionally, our 401(k) plan with company matching helps you plan for retirement, while our free Employee Assistance Program (EAP) supports your overall well-being. Whether you're starting your career, balancing family life, or planning for retirement, our company is committed to providing employees with a comprehensive and competitive Total Rewards package that meets your needs at every stage. Benefits eligibility may vary depending on the position.

Actual compensation will be determined based on experience, location, and other factors permitted by law. In addition to base pay, certain roles may be eligible for bonuses, incentives, and commissions.

We are an equal opportunity/Disabled/Protected Veteran Employer. All individuals, regardless of demographic or other background, are encouraged to apply. Further, as a federal, state, and local contractor, we comply with government regulations and executive orders as applicable, including affirmative action responsibilities for qualified individuals with disability and protected veterans.

Employment is contingent on, among other things, receipt of an acceptable and job-related background check, drug test, motor vehicle report, and/or reference check, as applicable and permissible by law.