Customer Experience

4 weeks ago

Ames, United States Trace Genomics Full time
Job DescriptionJob DescriptionSalary:

Trace Genomics is seeking a Customer Experience Operations Specialist to add to our growing organization Trace’s groundbreaking aggregated soil data products provide a unique value proposition for our enterprise customers. Trace provides insights into what’s happening within the soil that allow them to make better decisions around where to target their products, how to reach their sustainability goals and ultimately how to drive more value to farmer livelihoods. 


The Customer Experience Operations Specialist will ensure seamless communication and support between our company and valued customers.  Act as the bridge that connects our innovative technology solutions with the needs and requirements of the customers and internal teams. 

 

Duties and Responsibilities

  • Customer Experience & Support:
    • Provide an exceptional customer experience through various channels, including email, phone, live chat, and a case system.
    • Address inquiries, troubleshoot issues, and provide timely solutions to ensure customer satisfaction.
    • Act as the primary point of contact for customer inquiries, guiding them through product features, troubleshooting steps, and service offerings.
    • Gain a thorough understanding of our products and services. Become a power user of our platform.
    • Proactively surface trends and opportunities to anticipate customer feedback and not just be a reactionary function.
  • Order Processing and Logistics:
    • Optimize the order processing workflow, including order entry, fulfillment, and tracking.
    • Resolve any issues related to order processing or delivery delays promptly and effectively.
  • Relationship Management:
    • Cultivate strong relationships with customers to understand their needs, challenges, and goals.
    • Update Customers on the status of their transactions and ensure transparency throughout the customer process. 
    • Collaborate cross-functionally with sales, marketing, and product teams to ensure alignment and customer satisfaction.
  • Data Analysis and Reporting:
    • Utilize data analytics tools to track customer interactions, identify trends, and generate insights to enhance the customer experience.
    • Prepare regular reports on key performance metrics, such as customer satisfaction scores, response times, and order fulfillment rates.


Preferred Qualifications

  • 2+ years experience in a customer experience, service, or operations role.
  • 2+ years exposure to the agricultural industry, through previous work or personal experiences.
  • Experience with Salesforce CRM required.
  • Strong interpersonal skills with a passion for working with customers. 
  • Excellent communication skills; verbal and written.
  • Strong attention to detail and follow through.
  • Passion to drive an unparalleled customer experience


Please note that there is no relocation allowance or visa sponsorship available for this position.


Why Join Trace Genomics? At Trace Genomics, you will be part of a dynamic team at the forefront of agricultural innovation. We offer a very competitive compensation package, comprehensive benefits, and the opportunity to make a significant impact in a rapidly evolving industry.


Equal Opportunity Employer: Trace Genomics is an equal opportunity employer and values diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Are you a match for our team? Apply today 

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