Support Specialist

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.

Position Summary

The Support Specialist is responsible for servicing customers and internal processes in the USA and Canada. In addition they will also address complex issues escalated by other CX Representatives through partnering with cross-functional teams to ensure rapid case resolution and the most effortless customer experience. 

Responsibilities

Internal and External Global Transaction Support

• Learn and understand defined operating procedures for US and Canada, and be prepared to provide transaction support on demand at any point throughout the order-to-cash process
• Assist with the order to cash management process for our business to business side. 
• Apply creativity to reduce customer effort at every possible opportunity
• Answer incoming phone calls from FBN partners and internal sales staff (provide customer service regarding status of shipments, missing inventory, etc.)
• Provide follow up and communication for sales staff and customers on order status, shipping questions, or troubleshooting delivery issues
• Research and provide communication with sales staff and customers on billing, credit, and account balance questions
• Resolve and redirect incoming support tickets by internal employees, FBN partners, and customers
• Own verification of Restricted Use Pesticide (RUP) licenses, tax exempt status, and Grower Trade Agreements (GTAs)
• Own process of setting up new customer accounts in CRM and verifying accounts attributed to Sales Development team
• Apply logic and structure to customer support requests with regard to balancing needs of the customer with the costs to the business

Specialized Support

• Resolve complex issues escalated by CX Representatives by partnering with cross-functional teams. Complex issues can include product quality, specialized seed support, specialized feed or pharma livestock support, sales order changes, or other areas
• Identify the root cause of systemic issues raised by the CX team and own their resolution to ensure an effortless customer experience for customers
• Provide support to logistics team in resolving product quality issues
• Multitask and work within multiple systems (i.e., NetSuite, Google Workspace, Salesforce, Tableau)

Process and Efficiency Orientation

• Identify opportunities to improve policies, processes, and SOPs
• Participate in process improvement idea generation by partnering with cross-functional teams that manage a specific process, product group, or improvement initiative within FBN
• Proactively collaborate with Customer Experience Team Managers to ensure operations are defined, streamlined, and standardized across the globe. 
• Provide ad-hoc training to CX team and sales staff regarding order processes
• Provide accurate quality control to ensure that our transactions, supporting documents and agreements are being actively followed. 
• Complete proactive (daily) report pulls looking for order discrepancies (dates missing, programs incorrect, incomplete order information, etc) and troubleshoot issues immediately
• Maintain an order error log, enter errors timely and accurately, and surface opportunities to provide additional CX team training to prevent future errors
• Provide support in creating customer self-help resources

Qualifications

Formal Education or Equivalent

• (Preferred) Associate’s degree in Agricultural Business & Economics, Agronomy, or relevant field preferred, but not required

Years of Experience

• Minimum 2-3 years of relevant customer service experience, order management, support or sales experience, with top tier results
• Prior experience with Salesforce and/or NetSuite preferred
• Prior agricultural work experience preferred

Characteristics

• Passionate about agriculture, farming and desire to put Farmers First® and to go the extra mile to provide the customer with a premium experience
• Comfortable working in a fast-paced, competitive environment where world class customer service is the expectation
• A relentless passion for understanding and meeting the needs of the customer/farmer
• Proven ability to manage multiple work streams at one time across several technology platforms, while maintaining sharp attention to detail
• Analytical in nature; motivated by using data to draw conclusions and take action to complete orders, recognize areas for improvement, and deliver optimal results
• Proven ability to excel in a self-guided and independent work environment
• Excellent listener and self-starter with process orientation
• Strong verbal and written communication skills
• Aptitude for working in a role filled with ambiguity, within an offering that is very dynamic and ever-changing
• Demonstrated track record of a positive, team-oriented, and solution-oriented attitude towards change and difficult problems

The following represents FBN’s reasonable estimate of the US national average base salary range for this role based on market data and placement of internal employees: $26.50 – $29.25 per hour.  This salary range may vary based on geography and the higher cost of labor in some metropolitan areas. 

Beyond Base Pay, FBN also offers all full-time/permanent employees competitive total compensation packages that include equity compensation, paid holidays plus an additional floating holiday, work flexibility including paid time off and remote work if your role is eligible, parental leave, benefits including but not limited to: medical, dental, vision, wellbeing, short & long term disability, life insurance, 401k, HSA employer contributions, and more.