Customer Experience Representative

Job Description

Job Description

JOB OVERVIEW

We are looking for a solution-oriented Customer Experience Representative to ensure that customers receive a world class, effortless customer experience throughout the lifecycle of their transactions with Vincere Agri Solutions Ltd.. This role is critical to how we interact with and serve our customers through the full order-to-cash process. Customer Experience Representatives promote efficiency and an effortless customer experience at every opportunity.

This individual will work cross-functionally with the Vincere Agri Solutions sales team to identify customer needs, monitor customer experience, and be proactive 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 Representatives must have a customer-centric approach to problem solving, comfort speaking directly with customers and addressing their needs, and an ability to command the Vincere Agri Solutions offering in Canada.

RESPONSIBILITIES

• Vincere Agri Solutions order-to-cash transaction support
• • Provide Vincere order processing support to customers and the Vincere sales team
  • Reduce transaction timelines at every opportunity with the goal of minimizing customer effort
  • Coordinate and execute order fulfillments and customer delivery communications with the logistics team
  • Be the expert and answer questions about order, fulfillment, invoice, and payment
  • Execute order changes including swaps, exchanges, and returns
  • Maintain clear, appropriate and effective communications with the customer throughout the transactional process, never allowing the customer to be surprised
  • Thoroughly understand Vincere’s order-to-cash procedures
• Strategic project implementation
• • Maintain inventory position in system
  • Work to implement strategic projects associated with Vincere customer retention
  • Identify creative solutions to customer problems and provide feedback to key leaders, informing our investments in different initiatives and scaling of successes
  • Propose and champion outside-the-box solutions to minimize customer effort
• Customer experience tracking
• • Utilize Vincere tools to track customer experience - identifying gaps in our customer service
  • Handle, respond, and resolve customer complaints in an effortless and delightful manner
  • Identify and prescribe solutions to serve our customers based on identified gaps in service - in many cases, addressing those gaps directly
  • Log all customer interactions, cases, and activities appropriately in our systems
• Collect customer feedback and surveys, and take appropriate action
• • Solicit customer feedback and survey participation at every opportunity
  • Monitor and track your customer satisfaction, customer effort and net promoter scores, and other metrics on a daily basis
  • Proactively identify gaps in customer satisfaction based on customer responses, and resolve these issues internally and directly with customers
  • Synthesize and provide customer feedback directly to our sales, management, and business unit teams
• Internal collaboration to ensure customer experience
• • Work cross-functionally across Vincere to devise and implement strategies to ensure service of customers

QUALIFICATIONS

• 2+ 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
• A passion for understanding and meeting the needs of the customer

PREFERRED QUALIFICATIONS

• Passionate about agriculture and farming; a desire to go the extra mile to provide the customer with a best-in-class experience
• Fluency in Ag chemical, fertilizer, and/or seed products or an ability to learn these product details quickly - to include analyzing active ingredients and concentrations
• 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, and competitive environment where achievement will be directly rewarded

The following represents Vincere's reasonable estimate of the Canadian national average base salary range of possible compensation for this role based on market data and placement of internal employees: $55,000 - $80,000 CAD