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Description

Position Title: Customer Experience Agent

Compensation: $26-30 per hour (based on experience)

Department: Customer Experience

About AGI

AGI is a global food-based infrastructure company publicly traded in Canada. With over 4,000 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 Experience (CX) Agent is the front-line primary contact with our customers and product end users. The CX Agent attends to customer queries and concerns, provides them with information, and takes their product orders. The role is also responsible for the accurate and timely updating of the CRM, as well as Salesforce.

The Team

This position will work in close coordination with the entire Customer Experience Team, reporting to a Customer Experience Manager and collaborating with other agents daily.

Responsibilities

+ Manage phone calls and emails from customers.

+ Guide callers through troubleshooting

+ Order entry function, ensuring the accuracy of both product code entered, pricing and shipping details.

+ Entering credits/debits into the system as necessary.

+ Managing accounts & coordinating customer orders.

+ Support and collaboration with sales team.

+ Help and guide our AGI dealers on AGI processes.

+ Provide quotes where necessary on standard product.

+ Communicate with Planning and/or Shipping regarding customer specific needs relating to load shipments.

+ Attend production meetings as required.

+ Attending various trade shows as required.

+ Respond to technical questions regarding the customer’s Purchase Order and invoice.

+ Follow AGI’s Code of Business Ethics and related compliance policies

+ Additional duties and responsibilities as assigned

Qualifications

+ Minimum 2-years customer support experience.

+ Customer support skills and ability to deal with escalated customer concerns.

+ Strong verbal and written communication.

+ Ability to think outside the box and provide solutions.

+ Strong team player.

+ Customer Service experience within manufacturing, logistics, and/or distribution.

+ Agriculture knowledge would be an asset.

+ Mechanically inclined

+ Proficiency in all Microsoft Office products.

+ Proficiency in Salesforce, our CRM platform.

+ Knowledge of SAP system would be an asset.

+ Ability to travel domestically and internationally, approximately 10% of the time

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:

+ Annual bonus plan

+ Paid Time Off

+ Medical

+ Dental

+ Vision

+ Life and AD&D

+ Short Term Disability

+ Long Term Disability

+ Voluntary Life

+ Employee Assistance Program

+ 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.