Serving Farmers with Excellence

7 days ago

Perth, Western Australia beBeeCustomerExperience Full time $70,000 - $90,000

**Job Opportunity: Deliver Exceptional Customer Experience

FBN Direct is seeking a solution-oriented individual to provide a world-class customer experience for farmers. The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to work effectively in a fast-paced environment.

This role is critical in interacting with and serving customers, from transaction readiness onboarding to the full order-to-cash process. The successful candidate will promote efficiency, self-service, and an effortless customer experience at every opportunity.

Key Responsibilities:

  1. Provide support to customers and the FBN sales team regarding FBN Direct order processing.
  2. Seek record-breaking transaction times at every opportunity while minimizing customer effort.
  3. Coordinate and execute order fulfillments and customer delivery communications.
  4. Be the expert and answer questions about order, fulfillment, invoice, and payment issues.
  5. Execute order changes including swaps, exchanges, and returns.
  6. Maintain clear, appropriate, and germane communications with the customer throughout the transactional process.
  7. Thoroughly understand FBN Direct order-to-cash procedures in various regions and provide global queue support.
  8. Promote and train customers on self-service proficiency within the FBN platform.
  9. Lead unique onboarding experiences for farmers coming into the FBN ecosystem through partnerships or our healthcare offering.
  10. Work to implement strategic projects associated with FBN Direct customer retention.
  11. Identify creative solutions to customer problems and provide feedback to key leaders.
  12. Utilize custom-built FBN tools to track farmer health across the FBN Direct ecosystem.
  13. Handle, respond, and resolve customer complaints in an effortless and delightful manner.
  14. Solicit customer feedback and survey participation at every opportunity.
  15. Monitor and track customer satisfaction, customer effort, and net promoter scores.

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