Nutrien LTD

  • Customer Support Specialist

    Job Locations US
    Posted Date 10 hours ago(5/21/2018 4:01 PM)
    System ID
    2018-6754
    Job Category
    Digital
    Business Unit
    Retail
    Number of Positions (Vacancies)
    2
  • Job Description

    Customer Service Specialist, United States

    Why work at Crop Production Services (CPS)? Great question!

    Safety is a core value at CPS. Keeping every employee safe, healthy and secure is our top priority. Nothing is more important than seeing our people go home safe at the end of every single day.

    While working here you will have the opportunity to grow your career while helping us feed the future. We pride ourselves in hiring from a variety of backgrounds and truly believe that it is our differences that make us stronger so we hope you will join us.

    In addition to exciting and challenging opportunities, CPS offers competitive salaries, great benefits and performance based incentives.

    Outside of the skills and necessary qualifications, you will be committed to sustaining our safe and positive work environment while welcoming working side by side others in a diverse culture. Culture at CPS is the core of everything we do and all employees are respectful of diverse opinions and views.

    The Customer Support Specialists will focus on delivering a top of the line customer support experience to CPS customers. They will report to the Customer Support and Training Lead located in Loveland, CO. This role will focus on resolving the customer’s issues on first contact and must have the ability to problem solve to find quick resolution. The Specialist will work independently to resolve issues, but will also work as a team to share knowledge, and help to resolve more difficult issues. They will be expected to share best practices and lessons learned with the rest of adoption organization. This position will work from a division or branch office, or in Loveland, CO.

    Key Tasks:

    • Utilize expert-level product knowledge to troubleshoot and resolve issues and provide customer solutions
    • Act as liason between growers, retail leadership and inter-company departments to resolve grower/branch issues.
    • Provide feedback to Digital team and recommend digital product improvements
    • Support Regional Adoption Leads with training recommendations for the branches and growers to proactively reduce number of contacts to the contact center
    • Manage critical incidents and escalate where needed
    • Log, resolve and/or track progress and resolution of all incident
    • Provide front line support to customers via phone, e-mail, web-chat, and self-service
    • Perform password resets and user account lockout diagnostics
    • Educate stake holders on how to use digital tools to solve problems
    • Follow up with customers to ensure issue has been resolved
    • Update the internal knowledgebase with issue resolution details
    • Assist with resolution of technical challenges
    • Work independently following company guidelines and procedures
    • Protect organization's value by keeping organization and customer information confidential
    • Any other job responsibilities as required by the Company’s discretion
    • Good Attendance Required

    Skills:

    • Highly collaborative
    • Ability to work on multiple tasks at one time
    • Self-motivated
    • Strong analytical, interpersonal and communication skills (Bilingual preferred but not required)
    • Highly detail-oriented
    • Ability to demonstrate a thorough understanding of technology and computer functions

     

    Qualifications:

    • Customer service-orientation with a passion for customer satisfaction a must
    • Bachelor’s degree in computer science, engineering, business or other relevant field or equivalent work experience preferred   
    • High school diploma or equivalent required
    • Knowledge of Agricultural practices strongly preferred
    • Ability to work multiple shifts and non-traditional work hours 
    • Experience with troubleshooting and reporting problems required
    • Ability to work independently with minimal supervision, and collaborate effectively with a remote team

    CPS, a Nutrien Company, is committed to creating an inclusive workplace.  We encourage applications from all well qualified candidates who reflect the diversity of the regions where we operate.  This includes recognizing the voluntary identification of status such as gender, sexual orientation, visible minority, Indigenous status, persons with disabilities, and veterans, where applicable.

     

    If this sounds like a good match, apply now. You may be required to undergo a background check and substance test in accordance with CPS policies.

     

    While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

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