Customer Care Associate - GROWMARK, Inc. - Bloomington, IL
GROWMARK, Bloomington, IL, United States
Customer Care Associate - GROWMARK, Inc. - Bloomington, IL
GROWMARK is an agricultural cooperative serving almost 400,000 customers across North America, providing agronomy, energy, facility engineering and construction, and logistics products and services, as well as grain marketing and risk management services. Headquartered in Bloomington, Illinois, GROWMARK owns the FS trademark, which is used by its member cooperatives. GROWMARK also owns and operates SEEDWAY, the largest full-line seed company in the United States. More information is available at growmark.com.
Purpose and Summary Statement: The Customer Care Associate provides a positive customer experience and fosters relationships that support brand loyalty. Responsible for customer service functions pertaining to price and product availability inquiries, invoice corrections, invoice disputes, and incident reports.
Essential Job Functions:
Serves as the primary customer service contact for customers and member cooperatives to increase customer service quality from contracting to order to invoice.
Maintains a basic understanding of products and services offered by the assigned division, answers customer inquiries, and ensures timely resolution to questions from other stakeholders.
Ensures that customer requests are completed in a timely, professional, accurate, and responsive manner.
Learn programs and software associated with assigned division's product or service to assist customers.
Prioritizes workflows to maximize customer satisfaction and operational efficiency and creates operational metrics by using and implementing ServiceNow.
Communicates with all functional areas when issues arise with members/customers.
Assists in developing resolutions and service strategies for each member.
Coordinates and maintains customer accounts, contacts, and location information data within the company's operating systems.
Coordinates with the Customer Care team to ensure on-call assistance is available to customers during busy seasons.
Other Job Functions:
Prepares sales, purchases, inventory, and other reports as requested.
Follows GROWMARK's Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.
Performs all other duties as assigned.
Responsible for encouraging, supporting, and promoting innovative practices, ideas, and technologies within the team.
Requirements:
Normally requires a college degree in a business-related field or equivalent.
Exceptional ability to communicate and foster positive business relationships.
Accountability and personal organization are essential.
Demonstrates essential abilities including business knowledge, collaboration, communication, customer focus, decision making, and skill development.
Proven professional communication, interpersonal, persuasion, and customer service skills.
Proven computer skills and the ability to use the computer to enhance business processes.
Ability and willingness to participate in required training that may include education on GROWMARK's policies and procedures and additional training as it relates to the requirements of the position.
Ability to work hours considered outside a normal workday during busy and peak seasons.
Must have and maintain a valid driver's license and satisfactory driving record.
Must have the ability to travel independently and overnight as necessary.
Must have the ability to acquire and maintain a United States Passport.
Securing Your Future, One Benefit at a Time:
Our benefits package is designed to support every aspect of our employees' well-beingfrom health plans to paid time off, a fully funded pension, and more. We provide benefits that meet their needs today while also ensuring a secure future with comprehensive retirement plans for long-term financial stability. Offerings include, but are not limited to: Pension 401(k) & Employer Match Medical, Dental, Vision HSA & Employer Contributions Life Insurance Disability Identity Protection
GROWMARK is an agricultural cooperative serving almost 400,000 customers across North America, providing agronomy, energy, facility engineering and construction, and logistics products and services, as well as grain marketing and risk management services. Headquartered in Bloomington, Illinois, GROWMARK owns the FS trademark, which is used by its member cooperatives. GROWMARK also owns and operates SEEDWAY, the largest full-line seed company in the United States. More information is available at growmark.com.
Purpose and Summary Statement: The Customer Care Associate provides a positive customer experience and fosters relationships that support brand loyalty. Responsible for customer service functions pertaining to price and product availability inquiries, invoice corrections, invoice disputes, and incident reports.
Essential Job Functions:
Serves as the primary customer service contact for customers and member cooperatives to increase customer service quality from contracting to order to invoice.
Maintains a basic understanding of products and services offered by the assigned division, answers customer inquiries, and ensures timely resolution to questions from other stakeholders.
Ensures that customer requests are completed in a timely, professional, accurate, and responsive manner.
Learn programs and software associated with assigned division's product or service to assist customers.
Prioritizes workflows to maximize customer satisfaction and operational efficiency and creates operational metrics by using and implementing ServiceNow.
Communicates with all functional areas when issues arise with members/customers.
Assists in developing resolutions and service strategies for each member.
Coordinates and maintains customer accounts, contacts, and location information data within the company's operating systems.
Coordinates with the Customer Care team to ensure on-call assistance is available to customers during busy seasons.
Other Job Functions:
Prepares sales, purchases, inventory, and other reports as requested.
Follows GROWMARK's Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.
Performs all other duties as assigned.
Responsible for encouraging, supporting, and promoting innovative practices, ideas, and technologies within the team.
Requirements:
Normally requires a college degree in a business-related field or equivalent.
Exceptional ability to communicate and foster positive business relationships.
Accountability and personal organization are essential.
Demonstrates essential abilities including business knowledge, collaboration, communication, customer focus, decision making, and skill development.
Proven professional communication, interpersonal, persuasion, and customer service skills.
Proven computer skills and the ability to use the computer to enhance business processes.
Ability and willingness to participate in required training that may include education on GROWMARK's policies and procedures and additional training as it relates to the requirements of the position.
Ability to work hours considered outside a normal workday during busy and peak seasons.
Must have and maintain a valid driver's license and satisfactory driving record.
Must have the ability to travel independently and overnight as necessary.
Must have the ability to acquire and maintain a United States Passport.
Securing Your Future, One Benefit at a Time:
Our benefits package is designed to support every aspect of our employees' well-beingfrom health plans to paid time off, a fully funded pension, and more. We provide benefits that meet their needs today while also ensuring a secure future with comprehensive retirement plans for long-term financial stability. Offerings include, but are not limited to: Pension 401(k) & Employer Match Medical, Dental, Vision HSA & Employer Contributions Life Insurance Disability Identity Protection