Location – This role is eligible to be performed remotely, however, if you reside within 100 miles of Organic Valley offices in Cashton, WI, you will be expected to collaborate onsite in a hybrid fashion for 4-8 days 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 Consumer Relations Associate is responsible for providing high quality service and customer satisfaction to Organic Valley consumers through various channels including phone, email, live chat and written correspondence. This position serves as the primary business contact for our consumer and is expected to build relationships that encourage new and repeat business opportunities. Individuals will interact internally with several other departments to properly manage consumers and their voiced concerns.
Essential Duties and Responsibilities
o Help drive continuous improvement around the consumer experience.
o Respond effectively to incoming calls, emails, live chats, and letters from consumers regarding product information requests, quality concerns, product complaints, etc. Accurately log these inquiries into the CRM database according to department protocol.
o Work directly with the Quality Assurance department to identify and confirm quality related concerns.
o Research consumer concerns and inquiries through engaging various departments within the company, key experts, and industry partners to guide consumers to a satisfactory resolution.
o Serve as a Subject Matter Expert on Organic Valley products, standards, and business practices.
o Develop effective messages by identifying, analyzing, and understanding target audiences.
o Place direct consumer orders for dry milk powder; collecting contact and payment information and completing back-end order completion steps.
o Promote the Organic Valley product line by educating consumers, referencing current promotions, and cross-selling or up-selling.
Additional Duties and Responsibilities
o Remain informed on marketplace and industry standards/issues as well as Organic Valley products.
o Watch for developing trends and public relation issues. Escalate any potential problems or threats to the business as they arise.
o Identify and communicate issues with consumers, retailers, or other resources as appropriate.
o Maintain proficiency with business tools and databases; specifically, CROPP’s UCC telephony system and Salesforce Service Cloud.
o Contribute to team process improvements that drive efficiency.
o Participate in cross departmental meetings, trainings, and activities.
o Work assigned evenings and weekends as needed.
o Other duties as assigned by supervisor.
Knowledge, Skills, and Abilities
o Minimum of three years customer service and/or data entry experience required. Call center and CRM experience is a plus.
o Associate degree in communications or related major preferred.
o Ability to maintain positivity in a growing, changing, and at times high-stress contact center environment.
o Ability to work successfully on a close team as well as engage other departments independently.
o Excellent oral and written communication skills
o Strong organizational, decision-making, and problem-solving skills.
o Demonstrated ability to research, consolidate and produce concise and effective communication.
o Strong attention to detail and ability to meet deadlines while managing multiple tasks simultaneously.
o Ability to learn new duties quickly and maintain a pleasant, service-oriented attitude towards internal and external customers.
o Some flexibility could be required with scheduling as this is a consumer-focused role.
o Proficient in Microsoft Office/O365 Tools, Microsoft Skype/Teams and willing to learn other platforms as needed.
o Knowledge or experience in the agriculture or organic food industry is preferred.
Base hourly wage range: $17.42 – $25.31 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 geographic location, 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