Customer Experience Account Representative

Nutrien; Calgary; On-site; CAD 70,000 - 90,000; Full time

Job summary

Nutrien is seeking an experienced Account Manager to lead a portfolio of large, strategic customer accounts within our Nutrien Ag Solutions division. You will coordinate order-to-cash activities, oversee a shared inbox, and collaborate with Wholesale Sales, Product Management, Credit, and other stakeholders to ensure order execution and customer satisfaction.

The role requires a 3-5+ year track record in customer experience or account management, a Bachelor's degree in a related field, strong

Qualifications

• Bachelor's degree or equivalent in a related field.
• 3-5+ years in customer experience, account management, or order-to-cash operations.
• Proven SME with guidance/training of team members.
• Strong analytical and problem-solving abilities.
• Ability to influence, collaborate across functions, and manage relationships.
• Experience supporting audit activities or working in controlled environments.
• Familiarity with contract administration processes and applying commercial terms.
• Excellent organizational skills and ability to handle multiple priorities.
• Strong communication and documentation skills.
• Proficient in SAP, MSS, and Microsoft Office; quick to learn new systems.
• High attention to detail and commitment to accuracy.

Responsibilities

• Manage a portfolio of large, complex, and strategic customer accounts.
• Oversee the team's shared customer inbox and monitor performance for timely responses.
• Help resolve complex customer issues with cross-functional alignment.
• Partner with Wholesale Sales, Product Management, Credit, and others to support account strategy.
• Anticipate customer needs and manage order flow and logistics coordination.
• Lead onboarding and training for team members with process documentation.
• Provide coaching to enhance team capability and consistency.
• Support audits including SOX requirements and maintain documentation.
• Monitor contract data accuracy and renewal timelines.
• Identify and drive process improvements and scalable solutions.

Skills

Customer experience

Account management

Order-to-cash

Cross-functional

Analytical skills

Problem solving

Stakeholder management

Audit experience

Contract administration

Project coordination

Attention to detail

Continuous improvement

Education

Bachelor's degree in Agriculture, Business Administration, Supply Chain, Logistics or related field

Tools

SAP

MSS

Microsoft Excel

Job description

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: We put safety first. We act with integrity. We are stronger together. We deliver with excellence.

Nutrien Ag Solutions is the retail division of Nutrien, providing full-acre solutions through our network of trusted crop consultants at more than 2,000 locations in North America, South America, and Australia. For more than 150 years, we have been helping growers achieve the highest yields with the most sustainable solutions possible, offering a wide selection of products, including our proprietary brands: Loveland Products, Inc.; Proven®Seed and Dyna-Gro®Seed; as well as financial, custom application and precision ag services. 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 and Nutrien Ag Solutions.

What You'll Do

• Manage a portfolio of large, complex, and strategic customer accounts, serving as the primary point of contact and ensuring consistent coverage, proactive communication, and coordination across order-to-cash activities
• Provide oversight of the team's shared customer inbox, monitoring performance and trends to ensure timely, accurate, and consistent responses while identifying opportunities to improve service quality
• Support and guide the resolution of complex and escalated customer issues, partnering with team members to ensure alignment with customer requirements and commercial commitments
• Partner cross-functionally with Wholesale Sales, Product Management, Credit, and other stakeholders to support account strategy, order execution, and customer satisfaction
• Anticipate customer needs and manage order flow, logistics coordination, and potential disruptions proactively
• Lead onboarding and training for team members, including development and maintenance of process documentation and training materials
• Serve as a subject matter expert, providing ongoing coaching to enhance team capability and consistency
• Coordinate and support internal and external audit activities, including SOX requirements, ensuring timely and accurate documentation
• Maintain compliance with internal controls and identify potential risks, partnering with stakeholders to resolve gaps
• Oversee contract administration activities, including execution, tracking, and maintenance of contracts, amendments, and renewals
• Ensure contract data accuracy and alignment with commercial terms, proactively managing expirations and renewal timelines
• Identify and drive improvements across processes, systems, and workflows, supporting the implementation and adoption of scalable solutions and best practices to enhance efficiency, accuracy, and overall team performance

What You'll Bring

• Bachelor's degree in Agriculture, Business Administration, Supply Chain, Logistics or related field
• 3-5+ years of experience in customer experience, account management, or order-to-cash operations, with demonstrated ability to manage complex accounts
• Proven ability to serve as a subject matter expert and provide guidance, training, and support to team members
• Strong analytical and problem-solving skills, with the ability to assess complex situations and drive effective resolutions
• Demonstrated ability to influence outcomes, collaborate cross-functionally, and build strong stakeholder relationships
• Experience supporting audit activities or working within controlled environments, with an understanding of compliance and risk management principles
• Familiarity with contract administration processes and ability to interpret and apply commercial terms within operational workflows
• Advanced organizational and prioritization skills, with the ability to manage multiple priorities in a high-volume environment
• Strong communication skills, with the ability to clearly convey information and drive alignment across teams
• Proficiency in SAP, MSS, and Microsoft Office applications (Excel, Word, PowerPoint), with the ability to learn and adapt to new systems quickly
• High attention to detail and commitment to accuracy, particularly in complex or high-impact scenarios
• Continuous improvement mindset, with the ability to identify inefficiencies and support implementation of process enhancements

The estimated salary that Indeed, Glassdoor and LinkedIn lists does not represent Nutrien's compensation structure. Nutrien is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

This job will remain posted until filled. In accordance with Nutrien policies, you will be required to undergo a background check, and may be required to undergo a substance test. While we appreciate all applications we receive, only candidates under consideration will be contacted. Applicants must meet minimum age requirements, as permitted by law.

Please be advised that pre-screen interviews may be transcribed (there will be no audio or video recording) and that artificial intelligence tools may be used to summarize the transcript of the discussion. These tools will not be used to make or influence hiring decisions. Biometric identifiers and biometric information will not be captured. If you wish to request an alternative process or a reasonable accommodation, please submit a request through our Contact Us form or call 1-800-667-0403 in Canada and 1-800-667-3930 in the US to let us know the nature of your request and your contact information.

Our Recruitment Process: Application > Resume Review > Pre-screen/Interview > Offer > Pre-Employment Conditions > Welcome to Nutrien