Job Details
Customer Experience Representative
Location - This role is eligible to be performed remotely, however, if you reside within 100 miles of Organic Valley offices in WI, you will be expected to collaborate onsite in a hybrid fashion for 4-8 times per month. If you reside outside of 100 miles, you will travel in 4 times/year for intentional collaboration and connection.
Employee Type - Hourly
Bonus Eligibility - No
Safety Sensitive - No
If a company is going to make a difference in today's world, it's going to have to think differently. At Organic Valley, our philosophy and decisions are based on the health and welfare of people, animals and the earth. We're a mission-driven cooperative, owned by family farmers, and we've been leaders in organic agriculture from the very beginning. Once pioneers of organic agriculture, we're now an established leader. Organic is all we do. We are driven by our mission to promote regional farm diversity and economic stability by the means of organic agricultural methods and the sale of certified organic products.
Summary of Role
The Customer Experience team serves as the conduit between our customers and all CROPP internal and sales departments. The Customer Experience Representative position requires daily problem solving, operational account management, providing mutually beneficial solutions regarding service and coordinating communications across multiple departments. The ideal candidate will be a driven, passionate advocate for delivering the best experience for our customers.
Essential Duties and Responsibilities
* Independent management and coordination of business-to-business customer accounts.
* Processing and tracking product sales orders in the ERP system for multiple daily and weekly deadlines.
* Participate in the Tendfor Contact Center console to field inquiries from existing and prospective customers.
* Process and follow up on inbound questions, and support requests from current and prospective customers.
* Identify problems and recognize situations that suggest a customer's need for additional service, providing solutions in the best interest of the customer and the cooperative
* Enforce customer compliance to CROPP Trade Partner Terms.
* Creation and maintenance of customer information in InforCRM for use in customer relationship management and communications.
* Provide general utility support for remote sales staff, account managers and brokers as need.
* Coordinate existing and prospective customers' needs; POS materials, coupons, certifications, product complaints, QA documentation.
* Provide physical and logistical support that fosters relationships with retailers, brokers, and partners (prizes, promotions, gifts, etc.)
* Organizing shipments of marketing materials for retailer support and shopper engagement
* Execute tasks and projects to support new product rollouts and line extensions
Additional Duties and Responsibilities
* Maintain procedure manual documents and files
* Coordinate, facilitate, and take notes for meetings, as needed.
* Assist internal and external contacts with product selection, specifications, and order logistics.
* Assist with new customer location set ups.
* Collaboration with operations departments for customer communications on stop sales, product withdrawals, new products and product changes
* Provide information to sales and operational departments including research, reports and recommendations
* Coordinate cost-effective freight method selection for sample product orders
* Serve as an Event Ready CROPPie when needed
* Other duties as assigned by supervisor
Knowledge, Skills, and Abilities
* Ability to meet deadlines and handle multiple changing priorities
* Experience in sales and/or customer service in a business-to-business environment
* Strong computer skills required, including advanced proficiency with Microsoft Office
* Experience with database and contact management systems preferred
* Ability to make outbound sales-related calls and process inbound calls
* Self-motivated and able to drive sales results
* Strong communication skills (written and verbal)
* Demonstrated customer service aptitude
* Ability to work independently and with a team
* Ability to travel as needed on a limited basis
* Knowledge of organic food products (dairy, produce and/or meat) preferred
* Associate Degree or higher in related field preferred
Base hourly wage range: $17.42-$23.90 per hour
This hourly wage range is exclusive of fringe benefits. The compensation package may also include incentive compensation opportunities in the form of discretionary bonuses. If you are hired at CROPP, your final base hourly wage compensation will be determined based on factors such as skills, education, and/or experience. Additionally, we believe in the importance of pay equity and consider the internal equity of our current team members as a part of any final offer. Please keep in mind that entry-level candidates to this role should expect to be at the lower end of the hourly wage range and hiring at the maximum of the hourly wage range is not typical.
Benefits
We believe when our people are strong, our mission is strong. Therefore, we offer a comprehensive and holistic Total Rewards package meant to strengthen employees' and their family's total wellbeing. Here are some of the great benefits offered:
* Comprehensive Health Insurance - Choice of plans for you and your family, including some that can be paired with an HSA (which CROPP contributes to on your behalf)
* Supplemental insurances: we offer accidental insurance, critical illness insurance, and hospital indemnity insurance.
* Time Off - 136 hours in the 1st year of employment prorated by start date. Plus 9 paid holidays, plus one floating holiday to use at will.
* 6 Weeks Paid Parental Leave - For all gendered partners in childbirth or adoption.
* Vision & Dental Insurance - Free annual eye exam, discounts on glasses/contacts, flexible dental network, adult ortho.
* 401k - We match 100% up to the first 3% of an employee's contribution, and then 50% for 3.1%-5.0% of employee contributions.
* Tuition Reimbursement - Up to $1,500 per year to support continuing higher education.
* Flexible Spending Account - For dependent care costs or to help with dental and vision costs.
* Life Insurance - $50,000 policy funded by CROPP for each employee. Supplemental voluntary coverage available for employees, spouses, and children.
* Short-Term & Long-Term Disability/AD&D Insurance - $50,000 of life insurance coverage of $50,000 of AD&D coverage funded by CROPP for each employee.
* Mental Health Support - Free 24/7 access to therapists, coaches, and self-led mental health resources.
* Free onsite fitness centers available 24/7
* Free biometric screenings (cholesterol, glucose, blood pressure) and health coaching.
* Financial advisors and seminars
* Annual $360 wellness reimbursement
* Flexible Scheduling
* On-site all-organic cafeterias