Customer Experience Agent

4 weeks ago

Naperville, United States AG Growth International Full time
Position Title: Customer Experience Agent
Department: Customer Experience
Division: Fertilizer
Location: Naperville, IL, USA

About AGI

AGI is a global food-based infrastructure company publicly traded in Canada. With over 4,200 employees and over 30 global manufacturing brands, AGI is a leading provider of equipment and technology solutions for agricultural commodities including seed, fertilizer, grain and feed systems and an expanding platform for food processing facilities.

The Opportunity

We are currently seeking a Customer Experience Agent to add to our team in Naperville, IL. The Customer Experience Agent will interact with customers via phone and email. They will respond to customer requests and questions including, but not limited to technical questions, complex service queries, product offerings, account status, and/or orders and related delivery timelines. This role will require up to 15% travel required (production plants, customer sites).

The Team

This position will work in close coordination with the entire Customer Experience Team, reporting to a Customer Experience Manager and collaborating with other agents daily.

Responsibilities

•Respond to customer requests and questions regarding technical, large, or complex service, products, and accounts.
•Analyze and troubleshoot customer concerns using established procedures.
•Provide timely and accurate entry of customer orders and quotations.
•Use computer to access and/or update customer records, including entering required information into Salesforce.
•Maintain professionalism, diplomacy, sensitivity, and tact to portray the Company in a positive manner.
•Liaison between the Company and the customers for up-to-date pricing, service, and latest product-release launches.
•Provide feedback for continuous improvement to ensure consistent customer experience and satisfaction.
•Attend departmental and training meetings to enhance knowledge on new products, procedures, services, and tools.
•Work cross-functionally with a variety of teams (Sales, Sales Execution, Manufacturing, Engineering, Accounting).
•Perform additional related duties as requested or required.

Qualifications

Required

•Associate's degree or higher.
•3 years or more contact center experience in technical support or sales.
•Strong service orientation.
•Excellent verbal and written interpersonal communication skills.
•Effective persuasion and negotiation skills.
•Comfortable working independently and on a team.
•Ability and willingness to learn.
•Willingness to ask for help.
•Detailed-oriented.
•Familiar with CRM platforms.
•Microsoft Office ability.
•Contact center experience.
•Valid driver's license.
•Previous experience with Salesforce and Amazon Connect will be an asset.
•Up to 15% travel required (production plants, customer sites).

Preferred

•Bachelor's degree preferred.
•Education in Supply Chain or Engineering will be an asset.
•Work experience in a similar role with farming/automotive/mechanical/construction industries.
•Experience with Fertilizer production/automation/controls a major plus.
•Previous use of Salesforce and/or Amazon Connect.
•Experience with or ability to learn ERP systems.

AGI is an equal opportunity employer and values diversity. All employment is decided based on qualifications, merit, and business need.

Accommodation is available upon request for candidates with a disability taking part in the recruitment process and once hired.

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