Nutrien LTD

  • Customer Support Lead

    Job Locations US-CO-Loveland
    Posted Date 1 month ago(10/19/2018 6:37 PM)
    System ID
    2018-8119
    Job Category
    Digital
    Number of Positions (Vacancies)
    1
  • Job Description

    Customer Support Lead, Loveland CO, US

    Why work at Nutrien Ag Solutions? Great question!

    Safety is a core value at Nutrien Ag Solutions. 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, Nutrien Ag Solutions 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 Nutrien Ag Solutions is the core of everything we do and all employees are respectful of diverse opinions and views.

     

    Job Summary:

    We are looking for an experienced Customer Support Lead to provide excellent customer support and promote this idea throughout the organization. The Customer Support Lead will focus on managing the department to be efficient, increase customer satisfaction, loyalty and retention and meet customer expectations. They will report to the Senior Director, Innovation & Technology Adoption, located in Loveland, Colorado. They will be expected to share best practices and lessons learned with the rest of the adoption organization. This position will work in Loveland, Colorado.

    Key Tasks:

    • Define a best-in-class customer support vision and strategies to implement this vision for the Digital platform
    • Deliver continuous improvement of the customer support experience and creating engaged customers
    • Create a culture of customer advocacy
    • Recruit, mentor and develop customer support agents and nurture an environment where they can excel through encouragement and empowerment
    • Keep ahead of industry’s developments and apply best practices to ensure a best-in-class customer support experience
    • Support the Digital Adoption Team with training recommendations for the grower customers and employees to proactively reduce number of contacts to the contact center
    • Manage critical incidents and escalate where needed
    • Define and maintain processes to protect organization and customer confidential information
    • Engage with other support teams to define best-in-class, cross-team collaboration that improves the customer experience
    • Develop service procedures, policies and standards
    • Keep accurate records and document customer support actions and discussions
    • Analyze statistics and compile accurate reports
    • Control resources and utilize assets to achieve qualitative and quantitative targets
    • Collaborate with the Digital Adoption leadership team to ensure feedback from support activities is prioritized for future enhancements and defect resolution

    Skills:

    • Highly collaborative
    • Strong interpersonal and communication skills (Bilingual preferred but not required)
    • Ability to work on multiple tasks at one time
    • Self-motivated
    • Highly detail-oriented
    • Ability to utilize technology for data extraction, analysis, and reporting

    Qualifications:

    • High school diploma or equivalent required
    • Bachelor’s degree in computer science, engineering, business or other relevant field or equivalent work experience preferred   
    • Customer service orientation with a passion for customer satisfaction is a must
    • Experience as a customer support leader, or retail leader
    • Experience in delivering exceptional customer support
    • Knowledge of management methods and techniques
    • Knowledge of Agricultural practices desired
    • Ability to work multiple shifts and non-traditional work hours 
    • Ability to travel periodically, typically not exceeding 15%

    Nutrien Ag Solutions, 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 Nutrien Ag Solution policies.

     

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

     

    **EOE race/color/sex/sexual orientation/gender identity/disability/veteran

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