Customer Operations Lead

The Customer Operations Lead (COL) is responsible for overseeing all aspects of customer-facing operations, ensuring excellence in service delivery, and driving customer satisfaction and loyalty. This role is crucial in bridging the gap between sales/marketing, P&S and distribution mediums, focusing on creating seamless customer experiences throughout the entire sales & operations process. This persona will combine deep agricultural knowledge with strong operational and leadership skills to optimize processes, drive efficiency, and foster lasting customer relationships in the competitive seeds market.

Accountabilities
1. Sales & Operations Process Management

• Co-lead and manage the S&OP process to ensure alignment between demand and supply plans, financial and business objectives
• Facilitate cross-functional collaboration between sales, marketing, P&S and finance teams to drive effective and efficient decision making
• Monitor and adjust S&OP outputs to address market changes, operation constraints, and strategic priorities

2. Demand, Supply and Inventory Management

• Co-lead demand forecasting process by collaborating with sales, marketing, and P&S to ensure accurate and timely projections
• Provide inputs to drive effective supply planning aligned with market demand, minimizing stock outs and excess inventory
• Help ensure timely availability of products to meet demand
• Implement robust trade inventory management processes to optimize stock levels, reduce waste and enhance efficiency

3. Order Management and Fulfillment

• Oversee the entire order-to-delivery process for corn and rice seeds
• Collaborate with finance/AR on billing and credit management processes
• Optimize inventory management to ensure timely product availability
• Implement and manage systems for efficient order processing and tracking
• Collaborate with supply chain and logistics teams to ensure timely and accurate deliveries

4. Customer Service Excellence

• Develop and implement a comprehensive customer service strategy aligned with overall business objectives
• Set and maintain high standards for customer service across all touchpoints
• Continuously improve customer service processes to enhance efficiency and effectiveness
• Collaborate with other departments to ensure a unified approach to customer experience
• Develop and maintain a robust system for tracking and resolving customer complaints, propose escalation procedures for complex issues
• Work closely with Quality Assurance team to help address and prevent product quality issues
• Analyze customer feedback to identify recurring issues and drive improvements

5. Distributor Scorecard and Rewards Management

• Co-design and implement performance scorecards for distributors to track and evaluate their effectiveness
• Co-develop incentives programs to recognize and reward high-performing distributors, fostering strong partnerships
• Regularly review scorecard metrics and adjust as necessary to align with business goals

6. Customer Relationship Management (CRM)

• Oversee the implementation and utilization of various CRM systems
• Ensure accurate and up-to-date customer data management
• Leverage CRM data to provide insights for personalized customer interactions
• Collaborate with Business Intelligence and Analysis Lead (BIAL), Sales and Marketing Leaders to enhance customer targeting and segmentation
• Use customer feedback to improve service approaches/levels

7. Process Improvement and Innovation

• Identify opportunities for process automation and digital transformation in customer operations
• Lead continuous improvement initiatives to enhance operational efficiency
• Collaborate with Digital Solutions Lead (DSL) to implement and optimize customer service technologies
• Stay informed about industry best practices and emerging technologies in customer operations

Syngenta Seeds is one of the world’s largest developers and producers of seed for farmers, commercial growers, retailers and small seed companies. Syngenta seeds improve the quality and yields of crops. High-quality seeds ensure better and more productive crops, which is why farmers invest in them. Advanced seeds help mitigate risks such as disease and drought and allow farmers to grow food using less land, less water and fewer inputs.

Syngenta Seeds brings farmers more vigorous, stronger, resistant plants, including innovative hybrid varieties and biotech crops that can thrive even in challenging growing conditions.

Syngenta Seeds is headquartered in the United States.

Essential:

• Bachelor's degree in Agriculture, Business Administration, or related field
• 10+ years of experience in customer operations, with at least 5 years in a leadership role
• Strong background in agriculture, preferably with specific experience in the seeds industry
• Proven track record of improving customer satisfaction and operational efficiency
• Experience with CRM systems and other customer service technologies/tools
• Excellent analytical and problem-solving skills
• Outstanding communication and interpersonal skills
• Demonstrated ability to lead and develop teams
• Strong project management skills

Preferred:

• Masters in customer support related studies
• Advanced degree in related field
• Experience with digital transformation in customer operations
• Knowledge of lean management principles and Six Sigma methodologies
• Familiarity with data analytics and business intelligence tools
• Knowledge of hybrid seed technology, agronomy, commodities, networks and how it impacts the business and industry

In Syngenta we recognize that diversity and inclusion is important to our business.  We embrace the unique perspective and capabilities of our employees, which will help us continue to drive innovation and achieve our business goals. Our culture enables us to create an environment of involvement, respect and connection with the communities where we operate - benefitting individual employees and the company.