Customer Experience Representative

2 weeks ago

High River, Canada Farmer's Business Network, Inc. Full time

**Company Overview**
- Farmers Business Network®_ (_FBN®_) is on a mission to power the prosperity of family farmers and rural communities around the world, transforming how the world farms with an integrated, technology-enabled agricultural platform.

We offer high ROI farm inputs, fintech and sustainability products and services powered by network data, and farm-tested insights from our global farmer community. Our platform helps _FBN®_ members make confident decisions to ensure the economic viability of their farms, while also empowering them to be a part of the solution as the global community confronts its most pressing issues: providing food security for a growing population, transitioning to more sustainable agriculture, and responding to climate change.
- We are a dynamic, innovative, and mission-driven AgTech company that offers competitive compensation and benefits as well as boundless career mobility. We are backed by top investors, including Fidelity, ADM, Google Ventures, Kleiner Perkins, DBL Partners, T Rowe Price and Temasek. We have been featured in these articles by the _Wall Street Journal_ and _Forbes_, and were also named "_One of the 50 Most Innovative Companies in the World_" by Fast Company Magazine._

**JOB OVERVIEW**

We are looking for solution-oriented Customer Experience Representatives 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 Representatives promote efficiency, self-service, and an effortless customer experience at every opportunity.

**RESPONSIBILITIES**
- **FBN Direct order-to-cash transaction support**
- Provide FBN Direct order processing support to customers and the FBN sales team
- Seek record-breaking transaction times at every opportunity with the goal of minimizing customer effort
- Coordinate and execute order fulfillments and customer delivery communications
- Be the expert and answer questions about order, fulfillment, invoice, and payment issues
- Execute order changes including swaps, exchanges, and returns
- Develop local expertise and customer relationships within a primary assignment to a specific territory
- Maintain clear, appropriate and germane communications with the customer throughout the transactional process, never allowing the customer to be surprised
- Thoroughly understand FBN Direct order-to-cash procedures in the US, Canada, and Australia and provide global queue support to ensure every customer gets serviced as soon as possible, no matter where they are
- **Mobile-first customer onboarding**
- Execute proactive and effective mobile-first farmer onboarding to the FBN Direct platform ensuring transaction readiness
- Promote and train customers on self-service proficiency within the FBN platform
- Describe in detail FBN product offerings, both digital and value-add commercial, leading to cross-sell outcomes
- Lead unique onboarding experiences for farmers coming into the FBN ecosystem through partnerships or our healthcare offering
- **Strategic project implementation**
- Work to implement strategic projects associated with FBN Direct 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 health tracking**
- Utilize custom-built FBN tools to track farmer health across the FBN Direct ecosystem - identifying gaps in our farmer service
- Handle, respond, and resolve customer complaints in an effortless and delightful manner
- Identify and prescribe solutions to serve our farmers based on identified gaps in service - in many cases, addressing those gaps directly
- Log all customer interactions, cases, and activities appropriately in our CRM and ERP 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 with business unit owners to devise and implement strategies to ensure service of farmers in the FBN network
- **Periodic event support and data analytics product support**
- Help drive attendance to and execute at FBN events throughout the year
- Develop a competency with the FBN data analyt

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