Customer Service and Integrated Pest Management

1 month ago

Windsor Ontario KU, CA Crop Defenders Ltd. Full time

Customer Service and IPM Lead

Company Overview:

Crop Defenders Ltd. is a pioneering biological crop protection company dedicated to producing and supplying ecological alternatives to pesticides for consumable crop growers. Our mission is to improve the lives of millions by enabling growers to produce ecologically grown crops that are safer for farmers, consumers, and the ecosystem. We provide the best tools, solutions, and exceptional customer service to ensure growers can cultivate healthy crops safely and cost-effectively, thereby protecting millions of consumers from the harmful effects of pesticide residues.

Transform sustainable farming by joining the Crop Defenders team today

Job Title: Customer Service and Integrated Pest Management (IPM) Lead

Location: Windsor, ON

Benefits:

  • Extended health benefits after the probationary period
  • Two weeks of paid vacation
  • Opportunities for professional development and growth
  • Supportive and dynamic work environment

Job Mission:

Lead and inspire a customer service team dedicated to protecting and enhancing existing revenue streams. Ensure outstanding customer service experiences by fostering deep relationships with decision-makers and influencers, addressing customer needs proactively, and driving customer satisfaction and loyalty.

Key Responsibilities:

Customer Relationship Management:

  • Build, maintain, and deepen relationships with key decision-makers and influencers of existing customers.
  • Schedule regular check-ins and meetings with customers to gather feedback and address any issues.
  • Conduct quarterly in-person visits to major clients to ensure satisfaction and strengthen relationships.

Customer Satisfaction and Feedback:

  • Implement and manage a comprehensive customer satisfaction measurement system.
  • Gather and analyze customer feedback to identify areas for improvement and convey to the Revenue Protection Lead.
  • Follow up with customers regularly to ensure their concerns are addressed and solutions are implemented.

Issue Resolution and Complaint Handling:

  • Serve as the primary point of contact for escalated customer complaints and issues.
  • Coordinate with relevant teams to resolve customer complaints promptly and effectively.
  • Document and track all customer complaints and resolutions in the CRM system.

Team Leadership and Development:

  • Provide leadership and guidance to the CSI team, ensuring alignment with company goals and customer service standards.
  • Conduct regular performance evaluations and provide feedback to team members.
  • Develop and implement training programs to enhance the skills and knowledge of the CSI team.

Strategic Initiatives:

  • Drive strategic projects aimed at improving customer service and increasing customer loyalty.
  • Identify and leverage opportunities to upsell and cross-sell CDL products and services.
  • Collaborate with the New Business Acquisition team to support the revenue generation circle by providing warm referrals to increase the current customer base.

Data Management and Reporting:

  • Ensure accurate and up-to-date customer information is maintained in the CRM system.
  • Compile and analyze customer data to generate insights and reports for senior management.
  • Monitor key performance indicators (KPIs) related to customer satisfaction and service delivery.

Key Criteria/Requirements:

  • Bachelor’s degree in Business Administration, Agriculture, or a related field.
  • Minimum of 4 years of experience in a leadership role in customer service, sales, or account management.
  • Strong analytical and problem-solving abilities.
  • Excellent written and verbal communication skills.
  • Proven track record of building and maintaining strong customer relationships.
  • Ability to work independently and as part of a team.
  • Valid driver’s license and willingness to travel to client sites as needed.

Core Values:

We are replacing Hierarchy with Self-managed teams where the authority is distributed instead of centralized to managers in traditional organizations. Before applying for the job, you need to consider if this type of management system matches your personal values.

Also, we are designing a culture of high engagement and productivity in Crop Defenders. If you can commit to and live with the following core values, then you are the type of person who will be successful and help our company thrive.

  • Truthful and trustworthy.
  • Reliable and dependable.
  • Humble and have the courage to be vulnerable.
  • Have each other’s back to make the whole greater than the sum of its parts.
  • Care intensely for collective interest over your personal interests.
  • Hold yourself and others accountable to the highest standards.
  • Embrace and drive change.
  • Create scalable systems and processes for continuous improvement.
  • Empower others.
  • Deliver results and show an internal drive for productivity and positivity.
  • Be mindful of the energy you bring to or drain from others.
  • Have a value-adding and NOT a value-extracting mindset.

Let's Make a Positive Difference in the World Together

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