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Senior Customer Service Manager - Global Services


Boise, ID, US, 83702-6924

The J.R. Simplot Company is a diverse, privately held organization, with roots firmly planted in agriculture and agriculture-related businesses. The J.R. Simplot Company is a true farm-to-table company with operations that touch every aspect of agriculture, including seed production, farming and ranching, plant sciences, fertilizer manufacturing, food processing, commercial product development, and distribution.


The Customer Service Manager is responsible for managing quality care, customer service, and overall customer satisfaction for the Global (Ag, Food, Services) area and ensuring customer’s support needs are met.   The CSM resolves major or reoccurring  issues within their functional area and improves processes and procedures. This role manages communications relating to technology changes and is the main contact in customer service for various teams.  The CSM will help troubleshoot problems, provide guidance on best practices, and act as the customer voice internally, passing along feedback to Service desk and other functions.  Contributes to the development of new ideas and methods.  Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. 

Key Responsibilities

  • Advocates for the customer’s needs within IT with empathy and understanding.
  • Understand the customer's business and technical objectives and provides premium customer service by facilitating timely and accurate communication of relevant information.
  • Respond and handle escalations and complex service-related questions
  • Initiates or researches requests for process improvements to determine resolutions, potential impact to other processes.  Analyzes data and statistics; monitor progress to SLA’s and identify areas of improvement
  • Reviews and develops detailed work instructions, procedures, and standards and incorporate business needs into implementation plans
  • Actively participates during transition to support for key business initiatives and projects to ensure that business, function, and geography "customers" are included appropriately and ensure they receive sufficient and timely communications.
  • Identifies areas where the business, function, or geography can take advantage of standard IT services and supports adoption of standard solutions.
  • May instruct, direct, and monitor the work of direct and indirect team members and ensures their ongoing development to support current and future business needs while maintaining a highly motivated team environment.

Typical Education

  • Bachelor's Degree (B.A. or B.S.) from 4 year college or university

Relevant Experience

  • Business, technology, and industry experience strongly preferred
  • 5+ years supervisory experience with a customer service, technical support, or business operations team dealing with customers
  • Understanding of organizational change management
  • Detail-oriented with strong analytical and problem-solving skills; strong ability to think strategically and analyze information timely and accurately.
  • Strong interpersonal communication skills to deal effectively with customers, colleagues, and all levels of management within the organization.
  • Adaptable and flexible with the ability to work in a fast-paced and ever-changing environment.
  • Ability to organize work, prioritize tasks, and manage multiple & changing priorities.

Job Requisition ID: 5680

Travel Required: Less than 10%

Location(s): Simplot Headquarters - Boise 

Country: United States

**The J.R. Simplot Company is proud to be an Equal Opportunity Employer and will consider all qualified applicants for employment without regard to race, color, religion, national origin, ancestry, age, sex, gender, gender identity, gender expression, genetic information, physical or mental disability, medical condition, sexual orientation, military or veteran status, marital status, or any other protected status.**

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