Customer Service Manager, North America

Job Description

As the Customer Experience Manager, you will oversee customer relationships across North America, leading and training the Customer Experience Specialists. Responsibilities include managing orders, coordinating deliveries, updating customer accounts and the sales team, resolving inquiries, maintaining CRM data, and gathering customer feedback. You’ll also support Territory Technical Sales Managers and promote a “can do,” solutions-focused approach to ensure an exceptional customer experience.

This role is integral to the ICL Growing Solutions North America team and works closely with the Sr. Customer Experience Manager to test and improve customer service platforms. As a customer-facing position, it plays a key part in driving sales growth. The ideal candidate will be organized, proactive, and passionate about delivering outstanding service while representing the ICL brand with professionalism and enthusiasm.

Location: Remote Mexico

I’m interested! What will I get to do in this position? 

• Manage the customer experience staff and order to cash process for all accounts in North America.
• Provide guidance and expertise to internal and external partners for all new department initiatives and processes.
• Promptly respond to customer queries via email, phone, and online channels.
• Create and maintain relationships with account contacts at every level.
• Liaising with supply chain, IT, finance, credit, and sales to find the best solutions to customers’ issues.
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
• Ability to maintain a polite, helpful, and professional approach through difficult situations.  
• Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.

What skills and experience do I need to be successful in this role? 

• 5+ years of customer service experience ideally within agriculture
• Bachelor’s degree in a related field preferred.
• At least 2 years of experience managing or leading a team, including coaching, training, and performance oversight.
• Proven working SAP expertise, including order process, data management, and reporting.
• Hands on experience managing customer interactions through CRM systems such as SalesForce. SalesForce experience preferred.
• Advanced Microsoft Excel skills (pivot tables, VLOOKUPs, and data analysis).
• Demonstrated ability to handle high volumes of inquiries or orders accurately under tight deadlines.
• Strong analytical and problem-solving skills with a track record of resolving complex issues.
• Proven experience building and maintaining strong client relationships.
• Flexible and dependable, with the ability to adjust changing priorities, schedules, and working hours as needed.  
• Superb written and verbal communication skills across all levels within an organization.
• Ability and willingness to travel up to 10% of the time within North America.
• Fluency in written and spoken English is required; written and spoken proficiency in Spanish or French is a strong plus.

EEO-USA

Equal Opportunity/Veterans/Disabilities