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Role Description

This position may be onsite, in Danville, Virginia, or we are also open to a fully remote position based on the candidates location.

Position Summary:

• Provide superior customer service to all owned customer accounts for our Danville Farm and future farms.
• Receive orders from customers via email, EDI, and customer portals, enter orders into ERP system, and confirm with customer in a timely manner.
• Identify and resolve customer issues, escalating if necessary.
• Work directly with operations and transportation team daily to coordinate product allocations and to ensure customer service levels are achieved; our goal is always to achieve 100% OTIF rate.
• Manage the execution of launches, holiday planning, promotions, and customer orders by managing pack out plan of the day, product allocations, customer communication, and price inputs/changes in the ERP.
• Be a brand ambassador for AeroFarms and support internal and external events, as needed.
• Coordinate and manage the success of samples for Sales, Marketing, and FSQA purposes.
• Collaborate with other departments to ensure customer satisfaction.
• Work with finance to keep a record of all credits from our customers.
• Act as backup for all Customer Experience Representatives and be knowledgeable on all customers.
• Cross train to support Transportation group as backup.
• Cross train to support the Sales & Marketing Coordinator as backup.
• Point of contact for the Customer Care email box, ensuring all inquiries are acknowledged and addressed in a timely manner.
• Respond to customer emails with accurate information and solutions, maintaining a professional and friendly tone.
• Collaborate with other departments to escalate and resolve complex issues.
• Track and report on customer inquiries, trends, and feedback to help improve overall service quality.
• Assist in creating and updating FAQs and other support documentation.
• Update the Management Business call slide deck weekly and email to those employees who have a need to update.

Qualifications

• 1-3 years of relevant experience
• A Bachelor's degree in Liberal Arts, Business Administration, Supply Chain, or equivalent

Requirements

• Proficient in using and synthesizing data in Excel
• Very strong attention to detail
• Must be analytical and a problem solver
• Ability to multi-task and work in a fast-paced environment
• Working knowledge of ERP and TMS systems (if possible)
• Passion, energy, and interpersonal skills to build exceptional customer relationships and share the exciting AeroFarms story
• Proficient in Microsoft Office Suite (Excel, Outlook, Word, Teams, etc.)

Competencies

• Organization
• Attention to detail
• Problem solving

Physical Demands

• Minimal travel (1x/qtr)
• Ability to be “on call” during off hours (nights & weekends) as needed