Customer Care Manager - Albany, OR or Nampa, ID

Allied Seed is headquartered in Nampa, Idaho and currently employs 50 employees (including seasonal workers) nationwide. Allied Seed is part of the GROWMARK system, an agricultural subsidiary serving more than 100,000 customers across North America, Canada, and Mexico. At Allied Seed, our Mission is focused on advancing the forage, turf, and cover crop industry through a value-added pipeline of consistent and high-quality seed.

PURPOSE AND SUMMARY STATEMENT

The Manager, Customer Care seeks to develop and enhance processes that create a positive customer experience, foster relationships, and support brand loyalty. This role is directly responsible for Voice of Customer (VOC) and increasing customer service quality from order to invoice.

SUPERVISION AND LEADERSHIP

Supervises Customer Care Associates and Specialists, responsible for transactional processing and handling customer-initiated questions and issues. Analyzes VOC data involving customer reviews and experience with products or services. Works alongside other departments and senior management to increase customer loyalty and provide an overall positive experience by helping to influence, prioritize and assist with projects that drive responsiveness, quality, and ease of doing business.

ESSENTIAL JOB FUNCTIONS

Ensures that customer requests from order to invoice are completed in a timely, professional, accurate, and responsive manner.

Define clear customer service metrics and sets employee goals to achieve them.

Responsible for creating and ensuring the use of standard work across customer service departments.

Assists in creating change management tools and educational materials for employees and customers to understand and follow established processes.

Responsible for the functionality and use of ServiceNow within the work team. Reviews customer complaints and concerns and seeks to improve all aspects of the customer experience.

Leads the optimization of existing processes and actively participates in and enhances all customer-facing initiatives.

Tracks and shares all quality issues impacting our customer experience with the responsible department leads.

Develops governance standards for customer service data stewardship and data maintenance.

Directs the design and implementation of efficient, customer-friendly customer service processes and systems.

Periodically navigates systems and processes to ensure established customer experience standards and metrics are being met.

Collaborates with the Controller and General Manager to identify changes needed in processes and programming that will result in greater accuracy and efficiency.

Collaborates to identify problems and develop strategies to improve the customer experience.

Prioritizes workflows to maximize customer satisfaction and operational efficiency.

Coordinates with assigned staff to ensure after-hours assistance is available for customers including extended hours assistance during the busy season on a revolving basis.

OTHER JOB FUNCTIONS

Ensures operations comply with company-defined policies and code of ethics.

Responsible for encouraging, supporting, and promoting innovative practices, ideas, and technologies within the team.

Performs all other duties as assigned.

REQUIREMENTS

Normally requires a college degree in a business-related field or equivalent and 5+ years of experience in customer service.

Proven supervisory, leadership, and team-building skills including staffing, coaching, performance evaluation, etc., and the ability to achieve results through others.

Proven professional communication, interpersonal, persuasion, organization, and customer service skills.

Demonstrated organization, problem-solving, decision-making, and project management skills.

Proven computer skills and ability to use data to enhance business processes.

Ability and willingness to participate in required training that may include education on the company'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 peak seasons.

Must have and maintain a valid driver's license and satisfactory driving record.

Must be able to travel independently and overnight as necessary.

Prefer understanding and experience with areas including information systems and internal controls.

Strongly prefer an understanding of the company's enterprise software functionality and its use to drive improved business results.

Experience analyzing and optimizing existing processes.

Experience working with brand image and promoting value through customer experience.

Strongly prefer an understanding of customer and vendor contracting, customer order fulfillment, and risk management processes.

Allied Seed is an equal opportunity employer, including protected veterans and qualified individuals with disabilities. Employment may be contingent upon receipt of successfully passing pre-employment (post offer) background check, drug test, motor vehicle report, and/or reference check, as applicable and permissible by law.