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Customer Experience & Operations Specialist

Trace Genomics

Trace Genomics

Customer Service, Operations
Ames, IA, USA
Posted on Saturday, May 11, 2024

Job Purpose: Ensure seamless communication and support between our company and valued customers. Act as the bridge that connects our innovative technology solutions with the needs and requirements of the customers and internal teams.

Duties and Responsibilities

  • Customer Support:
    • Provide an exceptional customer experience through various channels, including email, phone, live chat, and a case system.
    • Address inquiries, troubleshoot issues, and provide timely solutions to ensure customer satisfaction.
    • Act as the primary point of contact for customer inquiries, guiding them through product features, troubleshooting steps, and service offerings.
    • Gain a thorough understanding of our products and services. Become a power user of our platform.
    • Proactively surface trends and opportunities to anticipate customer feedback and not just be a reactionary function.
  • Order Processing and Logistics:
    • Optimize the order processing workflow, including order entry, fulfillment, and tracking.
    • Resolve any issues related to order processing or delivery delays promptly and effectively.
  • Relationship Management:
    • Cultivate strong relationships with customers to understand their needs, challenges, and goals.
    • Update Customers on the status of their transactions and ensure transparency throughout the customer process.
    • Collaborate cross-functionally with sales, marketing, and product teams to ensure alignment and customer satisfaction.
  • Data Analysis and Reporting:
    • Utilize data analytics tools to track customer interactions, identify trends, and generate insights to enhance the customer experience.
    • Prepare regular reports on key performance metrics, such as customer satisfaction scores, response times, and order fulfillment rates.

Preferred Qualifications

  • 2+ years experience in a customer service or operations role.
  • 2+ years exposure to the agricultural industry, through previous work or personal experiences.
  • Experience with Salesforce CRM required.
  • Strong interpersonal skills with a passion for working with customers.
  • Excellent communication skills; verbal and written.
  • Strong attention to detail and follow through.