Customer Solutions Specialist

Description

ALCIVIA is growing and looking to add a full-time Customer Solutions Specialist at our Cottage Grove, WI headquarters location. Are you looking for a company where work-life balance is respected, honest effort is rewarded, and your contribution is appreciated? You’re looking for ALCIVIA.

Pay Type: Hourly Rate, bi-weekly

Work Setting: Onsite, In-Office.

Work Location: 1401 Landmark Drive, Cottage Grove, WI 53527.

Core Work Schedule: Monday - Friday, 8:00am to 4:30pm.

Benefits: Full-time benefit eligibility begins the 1st of the month following date of hire.

• Medical Insurance, Health Savings Account (with Employer contributions), Dental Insurance, Vision Insurance, Flexible Spending Accounts, Critical Illness Insurance, Group Accident Insurance, Group Hospital Insurance, Legal Shield, and ID Shield.
• 401K company match up to 6% and 100% vested day one.
• Paid Parental Leave.
• Paid Time Off, Paid Holidays, and Paid Volunteer Time Off.
• 100% Company-Paid Benefits: Short-Term Disability, Long-Term Disability, Life and AD&D Insurance, Employee Assistance Program.
• Company-Paid Training and Development Opportunities: Tuition Reimbursement, Certifications & Licenses, and more.
• Company Clothing Annual Allowance.

ALCIVIA is a leading, member-owned agricultural and energy cooperative located in Wisconsin and serving customers in Wisconsin, Minnesota, Illinois, and Iowa. We provide expertise, service, and products in the areas of agronomy, animal nutrition, energy, and grain, and have a full portfolio of options for competitive operating loans and input financing. Learn more at https://www.alcivia.com/

• Company Video: https://www.youtube.com/watch?v=EXksxCuX2Ak
• Visit our Company Social Media Accounts: Facebook and LinkedIn.

Customer Solutions Specialist Essential Responsibilities:

The Customer Solutions Specialist is a key member of the Customer Solutions team, responsible for delivering timely, accurate, and professional service to internal and external customers across multiple communication channels. This role supports all front-line service functions including phone and email support, order processing, payment handling, account updates, and new customer onboarding. The specialist plays a vital role in creating a positive customer experience by combining product and service knowledge with proactive communication and a strong commitment to service excellence.

While this role is primarily customer-facing, the Customer Solutions Specialist collaborates closely with other departments including Sales, Credit, Dispatch, and Back Office Administration to ensure accurate information flow and seamless service delivery. The individual in this role helps manage daily requests, resolve routine customer concerns, and contribute to the continuous improvement of front office processes

• Answer inbound calls via designated customer service and order lines, providing prompt, knowledgeable assistance on product availability, service schedules, payment processing, and account questions
• Process over-the-phone customer payments accurately and securely in compliance with established financial controls
• Monitor and respond to messages in shared customer service inboxes, ensuring all communications are handled professionally and within established response timelines
• Escalate complex or sensitive customer issues to the Customer Solutions Manager and collaborate with internal teams to ensure timely resolution
• Provide direct support to customers for new orders, order changes, and general service-related inquiries
• Support the onboarding of new customers by entering accurate account details, confirming service needs, and providing documentation as needed
• Create, distribute, and track customer agreements, ensuring completeness and proper documentation in line with company policy
• Maintain and update customer records, contact information, and service preferences within ERP and CRM systems
• Coordinate with internal teams to facilitate service or product setup, installation scheduling, or account modifications
• Document and follow up on service-related changes, equipment requests, or customer updates
• Partner with back office and scheduling teams to align communication and service timelines with customer expectations
• Collaborate with sales, credit, and operations teams to ensure a seamless experience from or