Support Specialist, Direct Global
Farmers Business Network, Inc.
Perth, Western Australia
3d ago

Company Overview

Proudly Farmers First !

What do you get when you cross the best of Silicon Valley innovation and technology with the value driven mission of Family Farmers around the world?

Farmers Business Network, Inc. (FBN )!

FBN was created by farmers for farmers and is on a mission to power the prosperity of Family Farmers around the world by leveling the playing field through insights, commerce and community.

Our goal is to enable them to make smart business decisions that maximize their farms profit potential for generations to come, helping to ensure the fundamental economic viability and sustainability of family farms and rural communities.

We are a dynamic, and innovative AgTech company that offers competitive compensation and benefits and is backed by top investors including Google Ventures, Kleiner Perkins, DBL Partners, T Rowe Price and Temasek.

JOB OVERVIEW

We are looking for Support Specialists to ensure that farmers who do business through the FBN Network receive a world class and effortless customer service experience.

This role will transform how we process transactions and deliver support for our members by working cross-functionally with Customer Experience Representatives, Account Executives, and international stakeholders.

This role will be responsible for tracking, coordinating, and reporting on the status of order-to-cash processes through internal systems and delivering specialized support.

Support Specialists will be required to meet daily KPI’s to ensure rapid case resolution and the most effortless customer experience.

Roles in this organization are international in scope, and will be responsible for servicing customers and internal processes in the US, Canada, and Australia.

RESPONSIBILITIES

Individuals in this role will work with other departments, including legal, sales, procurement, logistics, and finance with specialized assistance to ensure all orders meet our defined quality control and regulatory requirements.

Individuals in this Support Specialist role will work creatively to resolve order hangups and handle specialized support requirements.

Individuals will also be responsible to handle product returns, swaps, and change orders that comply with company policies and programs.

Qualified candidates will have a customer-centric approach to problem solving, comfort speaking directly with internal staff and directly with farmers, and an ability to command a wide variety of offerings and responsibilities.

Responsibilities are likely to evolve with business needs, but include :

Internal and External Global Transaction Support

  • Learn and understand defined operating procedures for US, Canada, and Australia, and be prepared to provide transaction support on demand at any point throughout the order-to-cash process
  • 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
  • Execute estimate approval, Master Distribution Agreement (MDA) coordination, collection / verification of RUP tax exempt and Grower Agreements (GTA), credit status and finance verification, and other processes necessary to complete a flight check / order approval
  • Apply logic and structure to customer support requests with regard to balancing needs of the customer with the costs to the business
  • Facilitate, manage, and track product returns, swaps, and change orders
  • Perform corrective steps in NetSuite and other supporting systems if transactions have been executed incorrectly
  • Maintain an order error log and enter errors timely and accurately
  • Process and Efficiency Orientation

  • Work cross-functionally with business unit owners to devise and implement strategies to ensure an effortless customer experience for farmers in the FBN network
  • Develop, maintain, and improve policies, processes, and SOP’s per FBN best practices
  • Participate in process improvement idea generation by partnering with cross-functional teams that manage a specific process, product group, or improvement initiative within FBN
  • Multitask and work within multiple systems (i.e., NetSuite, Google Sheets, Salesforce, Tableau)
  • Specialized Support

  • Be prepared to serve in a specialized support role as your experience and / or internal direction indicates, such as Agronomy issue handling, quality assurance / quality control, specialized seed support, specialized feed or pharma livestock support, or other areas
  • Complete proactive (daily) report pulls looking for order discrepancies (dates missing, programs incorrect, incomplete order information, etc) and troubleshoot issues immediately
  • Provide support to purchasing and inventory teams and perform transfer orders from other warehouses or vendors when necessary
  • Coordinate details of order with warehouse and internal / third party logistics providers as necessary
  • Provide ad-hoc training to sales staff and FBN partners regarding order processes
  • Be prepared to perform other duties as assigned
  • QUALIFICATIONS

  • Associate’s degree in Agricultural Business & Economics, Agronomy, or relevant field preferred, but not required
  • Minimum 2-4 years of relevant customer service experience, order management, support or sales experience, with top tier results
  • Prior agricultural work experience preferred
  • Passionate about agriculture and farming; a desire to put the farmer first and to go the extra mile to provide the customer with a premium experience
  • 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
  • A willingness to work in a fast-paced, competitive environment where world class customer service is the expectation
  • Excellent listener and self-starter with process orientation
  • Strong verbal and written communication skills
  • Competency in computer skills : CRM tools (i.e. Salesforce), ERP (i.e. Netsuite preferred), web-based tools, and database systems / applications
  • 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
  • COMPENSATION AND BENEFITS

    Compensation and title for this position will be adjusted to suit your experience and qualifications. We also offer an attractive benefits package that includes health, vision, and dental insurance.

    Farmer’s Business Network, Inc. is an equal opportunity employer and participates in U.S. Citizenship and Immigration’s E-Verify program.

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