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Description

Position Title: Customer Success and Support Specialist

Department: Customer Experience

Division: AGI Corporate

About AGI

AGI is a global food-based infrastructure company publicly traded in Canada. With over 4,200 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.

The Opportunity

The Customer Success and Support Specialist will be responsible for strengthening customer relationships by working directly and indirectly with customers to resolve issues and requests. In addition to handling inbound needs, the role includes proactive outreach to assess customer satisfaction, support product adoption, and identify potential opportunities for growth or additional value. The Customer Success & Support Specialist will gather and record customer issues/requests, monitor customer health indicators, collaborate 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 Success and 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 the 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

+ Track and flag customer health indicators and potential expansion opportunities in internal systems to support retention and growth initiatives.

+ Assist customers with a willingness to help

+ Participate in customer outreach campaigns and bi-annual check-in calls

+ Assist in aligning customers with dealers

+ Proactively communicate promotions and upgrade opportunities to customers during sales campaigns and routine interactions.

+ Participate in creating documentation to support internal and external users when requested by manager

+ Share insights and recommend process improvements based on customer interactions to enhance the overall support experience.

+ Regularly attend and participate in support team meetings

+ Support customer education efforts by providing product guidance during interactions and assisting with webinars or training initiatives as needed

+ Proactively work toward achieving both personal and team OKRs, aligning daily activities with broader departmental goals.

Qualifications

+ Bachelor’s Degree in Agriculture, Business, or a related field — or equivalent professional experience

+ Background in production agriculture or familiarity with the agricultural industry (preferred, not required)

+ Comfort working with information systems and digital tools

+ Strong organizational skills and attention to detail

+ Empathy for customers and a passion for delivering value to support customer growth

+ Demonstrated commitment to continuous learning and improvement

+ Excellent verbal and written communication skills; ability to clearly present information to customers and internal teams

+ Willingness to take initiative, adapt, and work hands-on to solve problems

Why AGI?

We’re leading the way in global food supply chain solutions and here’s how:

We’re the leading global expert in providing farmers, processors and commercial customers with the right equipment and customized engineering solutions to produce, protect and deliver the world’s grain, fertilizer, seed, feed and food supplies. Dedicated to safety, innovation and customization, AGI offers one of the largest catalogs of equipment and full-service planning and engineering services for the storage, blending, mixing, conveying, conditioning, and processing of agricultural products worldwide. Supported by an extensive in-country sales and service team, AGI provides a global distribution network and state-of-the-art manufacturing facilities in Canada, the United States, Brazil, India, France, and Italy.

Our Culture

Safety and teamwork are the cornerstones of our global culture. In all aspects of our business, diverse and inclusive teams work together to deliver quality products, solutions, and services for our customers around the world.

Benefits offered

+ Paid Time Off

+ Medical

+ Dental

+ Vision

+ Life and AD&D

+ Short Term Disability

+ Long Term Disability

+ Voluntary Life Insurance

+ Employee Assistance Program

+ Health Spending Accounts

+ 401k with match

+ Employee Stock Purchase Plan with match

With AGI, you’re choosing an employer dedicated to strengthening and securing the global food supply chain.

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.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.