Customer Experience Manager

AGI SureTrack

Dates

Closing: April 30, 2021

Posted: March 17, 2021

Location

Lenexa, KS, USA

Job Department

Sales

To apply for this position, please send your resume to careers@aggrowth.com. Please use the job title as the subject line for reference.

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About AGI

AGI is a global food-based infrastructure company publicly traded in Canada. With over 3,800 employees and over 30 global manufacturing brands, AGI is a leading provider of equipment and technology solutions for agricultural commodities including seed, fertilizer, grain and feed systems and an expanding platform for food processing facilities.

Today, AGI’s product portfolio also includes cutting edge solutions that leverage IoT enabled devices, sensor technology and cloud computing.  The AGI SureTrack product is an independent hardware and software platform that brings together data across the farm, in real time, and provides customers with the ability to manage their crop production, manage their overall business, and market their grain based on content and robust traceability.  With a customer base that includes Growers, Ag Retail, Grain Buyers and Food Processors, AGI SureTrack is an independent farm operating platform, with supply chain visibility and complete crop management.

AGI SureTrack empowers farmers and growers to make the most out of the resources they have while helping producers effectively manage inventories and find resources when needed.  The farm is truly the heart of our organization. Each day we are driven by our guiding principles of integrity and innovation to create meaningful solutions that deliver value and profit back to the farmer and we need your help to do it.

The Opportunity

The Customer Experience Manager will develop, oversee and provide support of the customer experience activities for AGI Suretrack . Additionally, they will respond to escalated customer requests and questions including, but not limited to technical, or complex service, product offerings, account status, and/or orders and related delivery timelines. Furthermore, this person will train and develop staff on efficient customer experience procedures.

The Team

The Customer Experience Manager will lead the team of Customer Experience Agents at AGI Suretrack.  This role will report directly to the Director of Marketing, AGI Suretrack.

Responsibilities

  • Grows and develops the AGI Suretrack Customer Experience Center utilizing best practices for onboarding, employee engagement, feedback, data and scheduling.
  • Interacts with customers via telephone, email, online chat, or in person to provide escalated customer solutions and support.
  • Responds to customer requests and questions including, but not limited to technical, or complex service, product offerings, account status, and/or orders and related delivery timelines.
  • Analyzes and resolves customer concerns using established procedures and best practices.
  • Troubleshoots and resolves non-routine customer complaints. Escalates issues to next level as required.
  • Manages and maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments. Provides feedback for continuous improvement in order to ensure consistent customer service and satisfaction.
  • Follows up with Customer Experience Agents for status updates, and to ensure prioritization and delegation of issues as needed.
  • Maintains and update training documents, standard operating procedures and work instructions for AGI Suretrack customer experience team.
  • Approves employee timecards, deliver performance reviews including goal setting and completion of objectives and tasks, and ensure employee and document confidentiality.
  • Qualifications
  • Associate’s degree in Sales, Marketing, Customer Service, or Business or equivalent experience required. Bachelor’s Degree preferred, equivalent years of experience may be substituted
  • 4 - 7 years’ experience in customer service, sales, or telemarketing or equivalent
  • 3-5 years leadership experience. Agriculture knowledge and experience preferred.
  • Strong Communication skills both verbally and written
  • Strong interpersonal skills including relationship building, active listening, team building, and conflict negotiation and resolution
  • Leadership skills including coaching, training, delegating, teamwork, supervision and feedback
  • Results/goal/detail oriented
  • Ability and willingness to learn
  • Results/goal/detail oriented
  • Ability to resolve customer complaints and issues
  • Analytical and problem-solving ability
  • Able to multitask while maintaining attention to detail
  • Ability to work on a team, but also a self-starter
  • Decisive, organized and results oriented
  • Able to plan, coordinate and delegate activities with no supervision

 

How To Apply

Apply today! Click the “Apply Today” button above or email careers@aggrowth.com with your cover letter and resume and note the job you’re applying for in the subject line.

We thank you for applying, however, only those selected to continue in the interview process will be contacted.

AGI is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.

Accommodations are available upon request for candidates with a disability taking part in the recruitment process and once hired.