Manager I Customer Services

• This Trade Support position is part of a business team that serves as the liaison between the customer, logistics, credit, and the commercial trading group
• Manager - Trade Settlements will be a part of BBS Delivery team and will be responsible for leading and delivery operations
• The key objective for the role is to ensure best in class operational delivery to the business ensuring that requests are handled in an efficient and profitable fashion for both the customer as we'll as for Bunge
• Driving quality output and efficiency, relationship management with the Key Stakeholders timely delivery of performance status to management
• Main Accountabilities Manage teams handling of customer requests, ensuring efficient processing, timely communication, and prompt resolution of issues
• Oversee payment settlement processes, ensuring accuracy, timeliness, and compliance
• Collaborate with commercial teams on contract pricing, ensuring alignment between sales agreements and operational execution
• Possess expert knowledge of payment terms, procedures, and industry best practices
• Oversee the application of shipment tickets and ensure accurate allocation to contracts
• Monitor automated quotes for validity and customer acceptance, implementing strategies to improve quote accuracy and acceptance rates
• Ensure accurate invoicing, including all charges and expenses
• Enforce pricing policies and procedures, manage price deviations, and ensure proper approvals
• Oversee daily invoice processing and verification, implementing quality control measures
• Lead investigations into price discrepancies, resolving complex issues, and implementing corrective actions
• Manage customer disputes and escalations, implementing strategies to resolve issues and improve customer satisfaction
• Oversee the monitoring of order and contract audit reports for data integrity and pricing accuracy
• Oversee reporting of open Accounts Receivable balances, collaborating with commercial teams to manage outstanding payments
• Monitor the pricing inbox, ensuring timely and accurate responses to inquiries
• Manage the NOPA quality claim process, ensuring compliance and implementing process improvements
• Understand and align team operations with overall business objectives, including sales forecasts and capacity constraints
• Oversee the processing of customer and vendor requests in MDG Master Data, ensuring data accuracy and integrity
• Lead and motivate the team to provide excellent customer service, fostering a customer-centric culture
• Provide leadership and support to commercial, logistics, and administrative functions, ensuring alignment and collaboration
• Oversee service delivery for settlements, ensuring efficiency, accuracy, and compliance with SLAs and KPIs
• Lead the service delivery for the settlements process, driving continuous improvement and implementing best practices.
• Recruit, hire, and onboard top talent for the CSS team, fostering a high-performing team environment.
• Drive the achievement of team performance targets through effective coaching, mentoring, and performance management.
• Support businesses by addressing queries, resolving issues, and providing expert guidance.
• Measure, monitor, and report on SLAs and KPIs to ensure targets are met and service levels are maintained.
• Lead process transformation initiatives for settlements, identifying opportunities for improvement and implementing changes.
• Foster collaboration and communication within the team and across departments. Implement and maintain strong governance processes.
• Collaborate with internal and external stakeholders to resolve issues and address pain points. Knowledge and Skills Behavior Make decisions aligned to Bunge s global strategy, business needs and financial goals and explore new perspectives by driving innovation.
• Cultivate strong relationships and networks, effectively influence others, and develop talent to excel in their current and future roles.
• Develop data driven strategies aligned with Bunge s priorities, energize others to action through clear and compelling communication. Technical
• Working knowledge of current shared services enabling technologies, and upcoming technologies in the shared services area

Education & Experience

• Minimum Education Qualification - MBA
• 8-10 years of work experience in a similar role preferably in Agribusiness / Commodity trading industry
• Proven track record of building & managing teams of 7-10 FTEs working 24 X 5
• Additional experience with Project Management / Lean / Six Sigma / PMO certification will be a plus

Should have displayed competencies in:

• Leadership Competencies: Clear written and oral communication skills, proactive, action- and result-oriented, people and team developer, high-performing problem-solver, customer-centric mindset, and willingness to adapt a service-oriented strategy
• Functional Competencies: Knowledge of Supply Chain; Settlements processes in Agri Services / B2B Oils; working knowledge of SLAs, KPIs, metrics, and reporting
• Extensive competence in driving service delivery for Settlements processes
• Extensive experience in leading teams in global matrix structure
• Proven track record of interfacing and collaborating with teams - Excellent problem-solving capability
• History of successfully managing operations delivery in global, cross-functional environment
• An understanding of shared services operating models, experience in a shared services organization
• Knowledge of leading practices & enabling technologies in shared services to support a shared service organization
• Knowledge of customer relationship management, SLAs, KPIs, metrics, and reporting