Farmer Relations Associate at Organic Valley Contact: Ashley Dahlen Phone: (608) 625-3512 E-Mail: [email protected] One Organic Way La Farge, WI 54639 Posted Date: 10/1/2013 Application Deadline: 11/1/2013 How to Apply: Email Resume & Cover Letter Shift: First Job Type: Regular Hire Hours/Week: 40 Openings: 1 Full-Time: 1 Part-Time: 0 Required Education Level: HS/GED or equivalent Location(s): Westby, WI Job Duties: The Farmer Relations Associate is responsible for providing a quality customer experience to Organic Valley Members, through the Farmer Hotline, e-mail inquiries and some letter correspondence. Individual will provide resolutions to producer’s questions and issues in a consultative and quality manner. This position is expected to be a SME (Subject Matter Expert) for the Pools Department to ensure superior customer service to our producers and partners contacting headquarters through the Farmer Hotline services. Essential Duties and Responsibilities: Farmer Hotline team member, answering incoming calls and email inquiries from CROPP Cooperative Member/Owners and prospective members. Determines needs and fulfills requests by clarifying desired information with customer; fully completing inquiries/questions; forwarding requests as appropriate. Log all calls, letters and email inquiries into the Organic Valley Information system database including producer information, reason for calling, resolution and any other pertinent information. Remain up to date on all cooperative happenings including but not limited to: feed, dairy quality, procurement, certification standards, membership resources and programs, communications, events, consumer relations, marketing and all other Pools sub-departments. Research questions or issues and coordinate input from key stakeholders to identify and confirm best reply for producers. Ensure calls and emails are fully resolved and resolutions are documented. Responsible for building and maintaining strong working relationships across the Coop, especially with the Feed department and Regional Pool Managers. Must keep well-informed of important industry related information and where it is stored to quickly access while responding to caller or co-worker inquires. Provide positive customer experience to internal customers. Report trends or patterns in questions, compliments and complaints to supervisor. Some outbound calling required. Additional Duties and Responsibilities: Have ability and self-initiative to remain up-to-date on messaging with little to no direction. Research and remain up-to-date on marketplace, industry and CROPP issues. Write supportive signature responses for producer email inquiries. Cross-training with Consumer Relations department for back-up purposes. Qualifications: Must possess strong verbal, written and interpersonal communication skills. Must be a team player at all times with willingness to take initiative independently. Minimum 2 years customer service experience required, preferably phone service experience. Must be customer focused with a high level of enthusiasm and a positive attitude. Some college or commensurate experience is preferred. Organic food, farming and/or agriculture knowledge and experience required. Knowledge of organic production systems, organic certification standards and requirements and practical dairy background preferred. Critical thinking and decision making skills; able to make quick, effective decisions among primarily known/understood conditions while responding to questions meticulously. Ability to retain knowledge and successfully articulate back to our customers. Working knowledge of Microsoft Office programs including Outlook, Word and Excel is preferred. organicvalley.coop
Posted on: Wed, 02 Oct 2013 22:56:16 +0000
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