Manager, Customer Experience

at  Nutrien

Nutrien is a leading provider of crop inputs and services, and our business results make a positive impact on the world. Our purpose, Feeding the Future, is the reason we come to work each day. We’re guided by our culture of care and our core values: safety, inclusion, integrity, and results. When we say we care, we mean it. We’re creating an inclusive workplace where everyone feels safe, has a sense of belonging, trusts one another, and acts with integrity.
Through the collective expertise of our nearly 26,000 employees, we operate a world-class network of production, distribution, and ag retail facilities. We efficiently serve growers’ needs and strive to provide a more profitable, sustainable, and secure future for all stakeholders. Help us raise the expectation of what an agriculture company can be and grow your career with Nutrien.
Reporting to the Director, Customer Experience, the Manager, Customer Experience is responsible for Nutrien’s Wholesale Nitrogen, Phosphate and Potash domestic order activities including order entry and adjustments, contract management, and product allocation management. This role requires extensive experience in the areas of fertilizer, feed, and industrial markets with responsibilities that have a direct impact on revenue recognition.

• Lead the Chicago East Order Desk made up of team members that are directly engaging with customers and processing NPK transactions across North America. The East Desk leader is responsible for managing a team of 10+ individuals that process approximately 9+MMT with over $3.9B USD in net sales. Over 150,000 product orders are created in support of NPK operations each year spanning all product lines.
• Offer strategic guidance to optimize processes for continuous improvement, system automation, accuracy, and efficient resource allocation. This includes driving the expansion and enhancement of the customer website as the primary platform for customer-related transactions, ensuring it becomes the go-to resource for customers.
• Leverage specialized expertise to navigate highly complex and occasionally unprecedented situations. Serve as the subject matter expert for executing all sales-related transactions and play a pivotal role in decision-making pertaining to critical activities.
• Drive the success of a continuous pipeline of talented individuals by recruiting high-quality candidates, executing a comprehensive onboarding and training program, and providing ongoing coaching and development opportunities for team members.
• Perform an operational role by supervising transactions and being responsible for ensuring the timeliness and accuracy of order-to-cash transactions (e.g., orders, contracts, product allocations). Availability outside of regular business hours is required to address urgent issues and ensure uninterrupted business operations. Additionally, maintain the accuracy and timeliness of master data in MSS, which includes information such as ship-to’s and account representatives.
• Responsible for addressing financial information requests and process validations originating from external and internal audiences including auditors, SOX leads, and financial accountants.
• Understand fundamental accounting and audit principles and the impacts of posting transactions to ensure the proper closing out of fiscal periods (months, quarters, and years).
• Deliver presentations at sales and customer meetings to engage in conversations about critical activities and business priorities.
• Collaborate with key stakeholders including Sales, Legal, Transportation, Product Management, Finance, and IT along with Nutrien’s plants and warehouses to manage order to cash activity, product availability, and international documentation.