Customer Service Specialist

Job title: Customer Service Specialist

Job description: Company Overview

Proudly Farmers First℠!

What do you get when you cross the best of Silicon Valley innovation and technology with the value driven mission of Family Farmers around the world?

Farmers Business Network, Inc. (FBN℠)!

FBN℠ was created by farmers for farmers and is on a mission to power the prosperity of Family Farmers around the world by leveling the playing field through insights, commerce and community. Our goal is to enable them to make smart business decisions that maximize their farms profit potential for generations to come, helping to ensure the fundamental economic viability and sustainability of family farms and rural communities.

We are a dynamic, and innovative AgTech company that offers competitive compensation and benefits and is backed by top investors including Google Ventures, Kleiner Perkins, DBL Partners, T Rowe Price and Temasek.

Key requirements

• Ability to work a 4-days on, 2-days off schedule that rotates through the weekends
• Shifts will be from 9 am – 6 pm PT or 11 am – 8 pm CT
• Flexible on location, with a preference for ability to commute to San Carlos, CA or Sioux Falls, SD office

Position Summary

The Support Specialist is responsible for servicing customers and internal processes in the USA, Canada, and Australia. In addition they will also address complex issues escalated by other CX Representatives through partnering with cross-functional teams to ensure rapid case resolution and the most effortless customer experience.

Responsibilities

Internal and External Global Transaction Support

• Learn and understand defined operating procedures for US, Canada, and Australia, and be prepared to provide transaction support on demand at any point throughout the order-to-cash process
• Apply creativity to reduce customer effort at every possible opportunity
• Answer incoming phone calls from FBN partners and internal sales staff (provide customer service regarding status of shipments, missing inventory, etc.)
• Provide follow up and communication for sales staff and customers on order status, shipping questions, or troubleshooting delivery issues
• Research and provide communication with sales staff and customers on billing, credit, and account balance questions
• Resolve and redirect incoming support tickets by internal employees, FBN partners, and customers
• Own verification of Restricted Use Pesticide (RUP) licenses, tax exempt status, and Grower Trade Agreements (GTAs)
• Own process of setting up new customer accounts in CRM and verifying accounts attributed to Sales Development team
• Apply logic and structure to customer support requests with regard to balancing needs of the customer with the costs to the business

Specialized Support

• Quarterback the resolution of complex issues escalated by CX Representatives by partnering with cross-functional teams. Complex issues can include product quality, specialized seed support, specialized feed or pharma livestock support, sales order changes, or other areas
• Identify the root cause of systemic issues raised by the CX team and own their resolution to ensure an effortless customer experience for customers
• Provide support to logistics team in resolving product quality issues
• Multitask and work within multiple systems (i.e., NetSuite, Google Sheets, Salesforce, Tableau)

Process and Efficiency Orientation

• Identify opportunities to improve policies, processes, and SOPs
• Participate in process improvement idea generation by partnering with cross-functional teams that manage a specific process, product group, or improvement initiative within FBN
• Proactively collaborate with Customer Experience Team Managers to ensure operations are defined, streamlined, and standardized across the globe.
• Provide ad-hoc training to CX team and sales staff regarding order processes
• Perform corrective steps in NetSuite and other supporting systems if transactions have been executed incorrectly
• Complete proactive (daily) report pulls looking for order discrepancies (dates missing, programs incorrect, incomplete order information, etc) and troubleshoot issues immediately
• Maintain an order error log, enter errors timely and accurately, and surface opportunities to provide additional CX team training to prevent future errors
• Provide support in creating customer self-help resources

Qualifications

Formal Education or Equivalent

• (Preferred) Associate’s degree in Agricultural Business & Economics, Agronomy, or relevant field preferred, but not required

Years of Experience

• Minimum 2-3 years of relevant customer service experience, order management, support or sales experience, with top tier results
• Prior experience managing a team preferred
• Prior agricultural work experience preferred

Characteristics

• Passionate about agriculture, farming and desire to put Farmers First® and to go the extra mile to provide the customer with a premium experience
• Comfortable working in a fast-paced, competitive environment where world class customer service is the expectation
• A relentless passion for understanding and meeting the needs of the customer/farmer
• Proven ability to manage multiple work streams at one time across several technology platforms, while maintaining sharp attention to detail
• Analytical in nature; motivated by using data to draw conclusions and take action to complete orders, recognize areas for improvement, and deliver optimal results
• Proven ability to excel in a self-guided and independent work environment
• Excellent listener and self-starter with process orientation
• Strong verbal and written communication skills
• Aptitude for working in a role filled with ambiguity, within an offering that is very dynamic and ever-changing
• Demonstrated track record of a positive, team-oriented, and solution-oriented attitude towards change and difficult problems

Company: Farmer’s Business Network

Expected salary:

Location: Alberta

Job date: Fri, 21 May 2021 02:32:07 GMT