Customer Service Representative

We are adding a Customer Service Representative to support Sound’s dealers and growers using our flagship nutrient efficiency product line, SOURCE. The Customer Service Representative ensures customer satisfaction during product ordering, shipping, delivery, billing, application, and claims. In every interaction they have with their customers - dealers, growers, and sales reps - they focus on making it easy to work with Sound as well as building trust and providing value. They are responsible for answering customer questions and solving problems by responding to inbound inquiries and conducting outbound outreach when needed. They are measured on their first response times and case resolution time. They advocate for customers internally and proactively look for ways to eliminate gaps and pain points, helping to improve the overall customer experience on a regular basis. They have high attention to detail, possess exceptional customer service and problem-solving skills, and have experience working in a customer facing role in the agricultural industry. Ideal candidates have customer service, order fulfillment, or billing experience but it is not required. 

The role reports to the Director, Customer Experience and can be based remotely across the United States or in our Emeryville, CA headquarters. The working hours for this role are 8 am to 5 pm central standard time.

Compensation Target:

$59,800-65,000 base salary
Bonus target 10%

Bonuses are earned based on annual company and individual performance and are prorated based on start date. 

Sound reserves the ability to adjust the compensation range based on the final candidate’s experience, skillset, and geography. In addition to on target earnings, we offer above average equity grants for the industry as we believe that every employee should have a stake in the company’s growth. If you’re above this compensation target, we encourage you to reach out and discuss the entire package and opportunity before deciding not to pursue this position. 

Responsibilities

• Own customer contact channels (email, phone, slack) and act as first point of contact for growing base of dealers, growers, and sales representatives
• Achieve excellent first response times and case resolution times through efficient use of customer service technology and escalation paths 
• Field inbound questions and solve problems for customers related to purchasing or selling Sound products, using the sales portal, product deliveries, quality & formulation issues, billing & payments, returns & exceptions, and claims
• Execute workflows in Salesforce and spreadsheets to fulfill customer orders
• Conduct phone and email outreach to dealers and growers to verify inventory, follow up on invoicing, share helpful information and gather feedback
• Document customer cases in Zendesk and escalate issues to customer service manager, sales reps, manufacturing, finance, sales agronomy, and other departments
• Create internal and external documentation to improve use of product and increase effective use of help channels 
• Test new process and technology releases and work amongst project teams to refine and implement new operating procedures  
• Contribute to monthly tracking and reporting of customer experience metrics
• Assist with preparation and maintenance of shipping schedule and order data in Salesforce and spreadsheets
• Assist with communicating shipping & customer service expectations and reminders to broader sales team 

Targeted Skills & Experience

• Demonstrated success in customer service including maintaining high customer ratings, fast response time, and expedient issue resolution
• Professional experience in the agricultural industry with a preference for experience in sales operations or customer service supporting input or equipment sales 
• Strong phone handling skills with active listening and clear communication 
• Efficient user of CRM, order management, and ticketing systems
• Process-oriented with high attention to detail and thorough documentation
• Ability to respond and adapt to different types of customer personas 
• Easily conceptualizes the “moments that matter” for internal and external customers and goes above and beyond to solve problems and offer proactive help 
• Collaborative self-starter with strong passion for helping others and advocating for customer needs
• Working knowledge of Google Workspace, Salesforce, Zendesk, Slack, Zoom and leading software and analytics platforms for customer service and support
• Comfort working in a fast-paced, dynamic environment; Sound is a high-growth, VC-backed startup looking for folks who are driven by a sustainable mission and want to create the future of agriculture!

This role demonstrates our core values by: 

• Boldness: Holds an extremely high standard for the customer experience in every interaction, seeking to achieve the fastest resolution times and highest satisfaction ratings for customers every time 
• Ownership: takes full accountability for all customer interactions and creates urgency for customers to be served; desires to be known as a go-to problem-solver
• Tenacity: serves the customer with a can do attitude, finding ways to work and deliver our best customer outcomes even when problems or barriers arise
• Creativity: stays curious about root causes of customer inquiries and regularly surfaces suggestions for new solutions, processes, or resources that would improve the customer experience