Customer Experience Representative

Farmer's Business Network

2d

About The Position

We are looking for solution-oriented Customer Experience Specialists to ensure that farmers receive a world class, effortless customer experience throughout the lifecycle of their transactions with FBN Direct. This role is critical to how we interact with and serve our customers - starting with mobile-first transaction readiness onboarding and continuing through the full order-to-cash process. Customer Experience Specialists promote efficiency, self-service, and an effortless customer experience at every opportunity. This individual will work cross-functionally with the FBN Direct sales team to identify customer needs, monitor customer health, and take offensive action to ensure an optimal customer experience. Qualified candidates will strive to be both delightful and accountable in every interaction, both internally and externally. Our Customer Experience Specialists must have a customer-centric approach to problem solving, comfort speaking directly with farmers and addressing their needs, and an ability to command the FBN Direct offering in the United States.

Requirements

• Minimum 2-4 years of relevant customer experience, customer service, or sales experience, with top tier results
• Experience as a power user with CRM or ERP software systems
• Passionate about agriculture and farming; a desire to put the farmer first and to go the extra mile to provide the customer with a best-in-class experience
• A relentless passion for understanding and meeting the needs of the customer/farmer
• Comfortable using and explaining technology products/services
• Analytical in nature; motivated by using data to draw conclusions and take action to support a cause
• Proven ability to excel in a self-guided, independent work environment
• A true team player able to effectively balance/manage multiple work streams at any given time
• A willingness to work in a fast-paced, transparent, ever-changing, and competitive environment where achievement will be directly rewarded

Responsibilities

• Territory Management
• Portfolio based customer relationship management - develop local expertise and customer relationships within a primary assignment to a specific territory
• Internal collaboration to ensure customer experience - work cross-functionally with business unit owners to devise and implement strategies to ensure service of farmers in the FBN network
• Develop a competency with the FBN data analytics product offering and be prepared to lead farmer walk-throughs, data uploads, and offer support within the FBN platform (in person or digitally)
• Promote and train customers, new or existing, on self-service proficiency within the FBN platform to ensure transaction readiness as well as helping customers get the most out of their FBN membership
• Intermediate understanding of FBN product offerings, both digital and value-add commercial, leading to cross-sell outcomes within the given territory
• Ability to solve complex issues as close to the customer as possible
• Champion outside-the-box solutions to minimize customer effort
• Focus on a positive customer experience and retention with every interaction, leading to retained sales year over year within the given territory
• Understand the seasonality of the agriculture industry and the impact this can have within each specific territory
• Log all customer interactions, cases, and activities appropriately in our CRM and ERP systems
• Maintaining existing customer relationships and retaining their business
• Determine the correct solution for each individual customer in an effort to maintain the relationship and retain future customer purchasing.
• Specialized customer support based on given territory (along with partnering with that territory’s local sales presence).
• Execute outbound calling cadences to drive customer engagement and cross attachment to other FBN offerings.
• FBN Direct order-to-cash transaction support
• Manage the FBN Direct order flow process from the time of order submission until the order arrives at farm and beyond
• Provide FBN Direct order processing assistance to customers and the FBN sales team
• Seek record-breaking transaction times at every opportunity with the goal of minimizing customer effort and maximizing the customer experience
• Coordinate and execute order fulfillments and customer delivery communications
• Execute order modifications including swaps, exchanges, and returns
• Maintain clear and appropriate communications with the customer throughout the transactional process, never allowing the customer to be surprised
• Other Responsibilities
• Work to implement strategic projects to create process efficiencies and provide a world class customer experience
• Solicit, monitor, and track your customer satisfaction, customer effort and net promoter scores, and other metrics on a daily basis and provide that feedback directly to other key FBN stakeholders
• Proactively identify gaps in customer satisfaction based on customer responses, and resolve these issues internally and directly with customers
• Periodic event support and data analytics product support

Benefits

• Beyond Base Pay, FBN also offers all full-time/permanent employees competitive total compensation packages that include equity compensation (dependent upon job level), incentive/bonus plans (dependent upon position), paid holidays plus an additional floating holiday, work flexibility including paid time off and remote work if your role is eligible, parental leave, benefits including but not limited to: medical, dental, vision, wellbeing, short & long term disability, life insurance, 401k, HSA employer contributions, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees