Job Description

Job Summary:

This position exists to provide general customer support in resolving issues, providing training, and ensuring a positive customer experience.  This role will escalate customer feedback to improve processes and the way we do business with our customers.

Key Responsibilities:  

Customer Support

•    Provide frontline support for customers by answering phone calls and emails, providing information on products, services, procedures, and order fulfillment information.
•    Conduct on the spot training for Winfield United tools and applications.
•    Builds and maintains relationships with sales staff and assigned customers to understand and best serve their needs.
•    Assist customers with entering orders using our online tools, or when applicable, enter orders directly in the WinField United ERP system when online is not an option
•    Review customer disputes and process customer invoice corrections as approved by the business.
•    Ensure accuracy of seed orders, modify as needed, and work with customers or sales reps to set seed deliveries to meet fulfillment goals.
•    Setup LTL for customer seed stock transfers when requested
•    Support customers to achieve their Grower Seed Reporting compliance goals
•    Responsible to investigate, analyze, troubleshoot, and resolve customer issues.
•    Support data accuracy for Grower Maintenance, Seller Maintenance and JDE customer records
•    Maintain dealer agreements, repack agreements and RUP licenses in the ERP system

Collaboration

•    Work cross-functionally with internal departments to improve the customer experience
•    Execute processes provided by leadership and business partners
•    Escalate repetitive customer facing issues and feedback on any gaps

Process Management

•    Implement process improvements that will enhance customer productivity and effectiveness.
•    Assist in documenting updates or changes 

Required Experience/Knowledge (to be able to perform this job):  

•    2 years’ experience in accounting, customer service, or operations

Preferred Experience/Knowledge:

•    Bachelors Degree
•    Working knowledge of process, data and system best practices
•    Must be able to work with and communicate across all levels of the organization
•    Strong decision making, problem solving and communication skills