[Remote] Customer Service Lead - Fargo, ND

Note: The job is a remote job and is open to candidates in USA. ADM is one of the world’s largest nutrition companies, dedicated to providing ingredients and solutions for foods, beverages, and supplements. The Customer Service Lead position is a supervisory role responsible for managing key customer accounts and guiding the Customer Service team to deliver an exceptional customer experience.ResponsibilitiesServe as the main point of contact for assigned customersProvide day-to-day supervision, coaching, and development of Customer Service RepresentativesAnswer customer inquiries via email and phonePrepare, submit, and monitor daily and ad hoc reportsPrepare and submit customized documentationResolve credit hold issuesMonitor team performance, workload distribution, and service-level expectationsEnter Incidents, including credit or debit memosReview, correct, and approve incidentsManage Credit Hold ProcessReview of all Accounts Receivable, along with follow-up on past due invoice noticesInstruct Cash App Team when remittance notices are not sentProvide support and guidance to other ADM businesses, locations, and teamsUnderstand domestic and international shipment processes and provide documentation supportProactively analyze stock levels of raw materials and finished goods for potential issuesReduce excess inventory through targeted customer outreachCollaborate with cross functional support teams to resolve product issues and customer complaintsSupport and provide trend feedback to the Supply Chain team for the demand forecasting processProactively identify and resolve order issues, track shipments, and expedite orders as neededMaintain accurate data for customers in all required systemsProvide supervisory support to the Customer Service teamLead Customer Service team meetings, reporting, and process improvementLead new CSR trainingServe as backup to other CSRs in their absenceDevelop and lead process improvement initiativesServe as an escalation point for resolving issues, conflicts, and complaintsSkillsMinimum of a 4-year college degree (Bachelor's Degree) supplemented with at least five (5) years of relevant work experience. Equivalent combinations of education and experience will be consideredAbility to hear and speak clearly; read, comprehend, and communicate, orally and in writing, in order to expertly communicate in person, by telephone and in written formPositive attitude with a strong customer service orientationEstablish and maintain positive relationships with customers and ADM colleaguesTeam-oriented with a willingness to collaborate in a fast-paced environmentExpert problem-solving, critical thinking, and decision making abilitiesTime management skills and the ability to multi-taskStrong computer skills, including information processing, communicating internally and externally via email, and using business systems such as Microsoft Office, Salesforce, and ERPsWillingness to learn, help others, and flexibility to adapt to changeFoster a culture of accountability, continuous improvement, and customer excellenceCompany OverviewADM unlocks the power of nature to enrich the quality of life. It was founded in 1992, and is headquartered in Adelaide, South Australia, AUS, with a workforce of 10001+ employees. Its website is https://www.admgrain.com.au.Company H1B SponsorshipADM has a track record of offering H1B sponsorships, with 24 in 2026, 119 in 2025, 135 in 2024, 96 in 2023, 109 in 2022, 69 in 2021, 68 in 2020. Please note that this does not guarantee sponsorship for this specific role.