Consumer Service Manager

Adama Agricultural Solutions Ltd•Oriskany, NY

102d•Onsite

About The Position

The Consumer Service Manager primary responsibility is surprise and delight consumers with extraordinary service and care. As the face of the company, greeting consumers warmly, ascertaining the reason why they have reached out is just part of this role's responsibility. This person will engage with consumers via telephone, mail, and email webchat, social media, and any other touch point where our consumer seeks assistance. As the face of the company, greeting consumers warmly, ascertaining the reason why they have reached out and meeting his/her needs is just part of this role's responsibility.

Requirements

Must have knowledge of Horticulture/Agriculture through education and/or experience.
Detail oriented, meticulous with record keeping.
Excellent verbal and written communication skill sets with the ability to interpret written material and disseminate information.
Basic computer skills, including but not limited to navigating Window XP, using Explorer and Microsoft Office including Word, Excel, and Outlook
Must follow all safety policies and procedures.
Possess a strong work ethic and team player mentality.

Responsibilities

Obtain and evaluate information to properly respond to product inquiries.
Provide guidance on what product best meets a consumer's needs.
Suggest alternate solutions when a product is ineffective or malfunctions.
Accurate and timely replies to consumer questions regarding Boride's products and their proper use.
Will receive, document, and resolve consumer complaints.
Process all refund requests according to company policies, in a timely manner.
Maintain log of consumer issues to be utilized for product improvement and ideation.
Manage relationship with external customer service partner.
Coordinate with Operations to handle requests for replacement parts.
Share insights with marketing team pertaining to common product questions, issues, and concerns.
Provide feedback and ideas on marketing content.
Work with Marketing to set KPIs to measure consumer sentiment.
Participate in social listening endeavors.
Create reports that inform the organization of where we stand with consumers based on feedback received.