Customer Support Specialist

Position Title: Customer Support Specialist
Department: Customer Support
Division: AGI Digital
Location: Lenexa, KS

About AGI
AGI is a global publicly traded food-based infrastructure company. With over 4000 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.

Today, AGI’s product portfolio also includes cutting edge solutions that leverage IoT enabled devices, sensor technology and cloud computing. The AGI Digital product is an independent hardware and software platform that brings together data across the farm, in real time, and provides customers with the ability to manage their crop production, manage their overall business, and market their grain based on content and robust traceability. With a customer base that includes Growers, Ag Retail, Grain Buyers and Food Processors, AGI Digital is an independent farm operating platform, with supply chain visibility and complete crop management.

The Opportunity
We are currently seeking a Customer Support Specialist to add to our team in Lenexa, KS office. The Customer Support Specialist will be responsible for strengthening customer relationships by working directly & indirectly with customers to resolve customer issues and requests. Customer Support Specialist will gather and record customer issues/requests, work with other members of the AGI Digital Team to resolve issues as quickly as possible, and follow-up with customers to ensure resolution.

The Team
The role will report to the Customer Support Team Lead, working closely with other members of the immediate & extended teams. Our outstanding group truly embraces the mentality of teamwork.

Responsibilities
• Collect, record and resolve customer issues and requests: log and clarify customer issue, determine cause of the issue, collaborate internally to identify the best solution for the issue, monitor issue resolution and escalate as needed, and follow-up with customers to ensure resolution
• Create and deliver quotes when necessary to resolve customer issues
• Professionally handle high volume calls, emails and texts; address issues promptly; follow-up with customer for long standing issues
• Check and return voice messages daily
• Pull reports for daily alerts and contact customers to ensure resolution
• Maintain accounts for all products and services with current customers including permissions management, user management, commodities management, case management, etc.
• Monitor system health; notify your manager when system health issues arise
• Gather customer feedback; share feedback with the leadership team to resolve customer challenges and enhance the customer experience/customer satisfaction
• Assist customers with a willingness to help
• Participate in customer outreach campaigns
• Assist in aligning customers with dealers
• Discuss promotions and upgrade opportunities with customers when applicable
• Participate in creating documentation to support internal and external users when requested by manager
• Regularly attend and participate in support team meetings
• Participate and present in customer webinars as requested by manager

Requirements
• Background in production Agriculture and/or an understanding of the industry is preferred
• Familiarity with information systems technology
• Strong organization skills and attention to detail
• Experience working with Salesforce is preferred
• Strong empathy for customers and passion for growth by delivering value for customers
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills
• Willingness to roll up your sleeves and get your hands dirty
• Bachelor’s degree in Agriculture or related field -or- equivalent work experience is preferred

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.