Customer Experience Agent - Naperville, United States - AG Growth International

Description

Position Title: Customer Experience Agent
Department: Customer Experience
Division: Farm
Location: Naperville, IL, USA

About AGI

AGI is a global food-based infrastructure company publicly traded in Canada. With over 4,000 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

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, or complex service, product offerings, account status, and/or orders and related delivery timelines.

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.
• Perform additional related duties as requested or required.

Qualifications

• High school diploma required. Additional education in Supply Chain or Engineering will be an asset
• 3 - 5 years experience in technical sales is preferred. Work experience in a similar role within automotive/mechanical/construction industries would be an asset.
• Valid driver's license required.
• Decision making, and organizational skills
• Verbal and written communication
• Data analysis
• Ability and willingness to learn
• Results/goal/detail oriented
• Effective persuasion and negotiation skills
• Able to work independently
• Ability to work in a team environment.
• Salesforce or similar CRM platform
• Amazon Connect
• Microsoft Office applications
• Experience with or ability to learn ERP systems

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

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