Customer Support Manager - Decatur, IL

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Job Title: Customer Support Manager - Decatur, IL

Company Name:	Archer Daniels Midland
Location:	Decatur, IL United States
Position Type:	Full Time
Post Date:	03/09/2026
Expire Date:	04/08/2026
Job Categories:	Customer Service and Call Center, Executive Management, Logistics, Nonprofit and Volunteer Services

Job Description

Customer Support Manager - Decatur, IL
Customer Support Manager – Decatur, IL
ADM
This is a full time, exempt position

This successful colleague is a key leader in maintaining the foundation of the ADM North American Customer Support Team. They ensure their team is knowledgeable about ADM products and services as well as international requirements. They work with their team to confirm world class service is provided to all customers.

The responsibilities of the Customer Support Manager are vast. From communicating the expectations and managing the performance of the Customer Support Specialists, ensuring company policies/procedures are followed, communicating customer feedback to various levels of management, as well as fostering an environment upholding the ADM Core Values. Their overall responsibility is to maintain smooth running of the Customer Support Team, execute a training program that secures top talent, and ensure world class customer support is provided by their team. They are expected to possess a strong technical knowledge of the ADM systems, products, and customers as well as display broad communication skills, organizational skills, and excellent leadership qualities.

Responsibilities

Ensure department & ADM policies/procedures are followed.
Create & communicate expectations regarding the Customer Support Specialist role
Manage the performance of each direct report
Maintain Customer Support training programs
Assist with customer complaints. Provide root cause & corrective action to avoid reoccurrence
Provide Customer Support (orders, logistics, quality, documentation…)
Ensure necessary tools are available for the Customer Support Team
Ensure a safe work environment for Customer Support Team
Maintain Customer Support communication outlets (SharePoint, Calendars, e-mails…)
Customer call coverage may be required during non-business hours
Maintain confidentiality of sensitive data

Supervision

Foster an environment of development for each Customer Support colleague
Delegate responsibilities among the Customer Support team and ensure appropriate workload
Identify talent gaps within team and recommend training or hiring when opportunity is present
Ensure that the Customer Support colleagues are meeting expectations and perform all tasks efficiently.
Ensure quarterly performance discussions are being held with each Customer Support colleague to evaluate, assess, and manage the performance expectations
Ensure communication is executed between management and Customer Support Team
Motivate Customer Support colleagues to do their best work and help support a positive work environment
Resolve any interdepartmental and personal disputes prohibiting productivity

Role with the Senior Management

Hold regular meetings with Customer Support Director to review performance and direction of the Customer Support Team
Deliver reports, presentations, and communications regarding Customer Support updates and benchmarking

Skills and Qualifications
The ADM Customer Support Manager is expected to possess certain skills and qualifications to be able to efficiently take up the aforementioned responsibilities.

Bachelor’s Degree or 5 years of Customer Support Experience preferred
Supervisory experience is preferred
Superior knowledge related to the Customer Support profession
Multi-lingual preferred but not required
Good interpersonal communication
Leadership qualities
Ability to motivate colleagues to meet goals
Knowledge of ADM systems
Organizational abilities
Excellent time-management skills
Problem-solving skills
Decision-making abilities
Multitasking
Ability to adapt to a constantly changing environment
Attention to detail
Some travel may be necessary

Excited about this role but don’t think you meet every requirement listed? We encourage you to apply anyway. You may be just the right candidate for this role or another one of our openings.

ADM requires the successful completion of a background check.

REF:106892BR

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Contact Information

Company Name:

Archer Daniels Midland

Website:

https://sjobs.brassring.com/TGnewUI/Search/home/HomeWithPreLoad?PageType=JobDetails&partnerid=25416&siteid=5998&jobid=3358186&codes=HBCU#

Company Description:

At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We're a global leader in human and animal nutrition and the world's premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.
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