Customer Experience Representative

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Farmers Business Network, Inc. (FBN®) is a pioneering digital marketplace and farmer‑to‑farmer network dedicated to empowering family farmers globally while promoting sustainable agriculture. With over 117,000 members, FBN’s Farmers First® promise unites growers and ranchers in their quest to maximize profitability and increase food production. FBN leverages data, AI, and direct‑to‑farm delivery to simplify the agricultural supply chain, boosting convenience and transparency, reducing farm input costs, enhancing access to financing and services, and providing personalized farm insights.

Its Gradable® joint‑venture helps thousands of farmers adopt and earn rewards for regenerative practices while simplifying the access of regenerative products for the world’s leading food companies and grain buyers.

We are looking for solution‑oriented Customer Experience Specialists to ensure that farmers receive a world‑class, effortless customer experience throughout the lifecycle of their transactions with FBN Direct. This role is critical to how we interact with and serve our customers—starting with mobile‑first transaction readiness onboarding and continuing through the full order‑to‑cash process. Customer Experience Specialists promote efficiency, self‑service, and an effortless customer experience at every opportunity.

This individual will work cross‑functionally with the FBN Direct sales team to identify customer needs, monitor customer health, and take offensive action to ensure an optimal customer experience. Qualified candidates will strive to be both delightful and accountable in every interaction, both internally and externally. Our Customer Experience Specialists must have a customer‑centric approach to problem solving, comfort speaking directly with farmers and addressing their needs, and an ability to command the FBN Direct offering in the United States.

• Territory Management
  • Portfolio‑based customer relationship management—develop local expertise and customer relationships within a primary assignment to a specific territory.
  • Internal collaboration to ensure customer experience—work cross‑functionally with business unit owners to devise and implement strategies to ensure service of farmers in the FBN network.
  • Develop a competency with the FBN data analytics product offering and be prepared to lead farmer walk‑throughs, data uploads, and offer support within the FBN platform (in person or digitally).
  • Promote and train customers, new or existing, on self‑service proficiency within the FBN platform to ensure transaction readiness as well as helping customers get the most out of their FBN membership.
  • Intermediate understanding of FBN product offerings, both digital and value‑add commercial, leading to cross‑sell outcomes within the given territory.
  • Ability to solve complex issues as close to the customer as possible.
  • Champion outside‑the‑box solutions to minimize customer effort.
  • Focus on a positive customer experience and retention with every interaction, leading to retained sales year over year within the given territory.
  • Understand the seasonality of the agriculture industry and its impact within each specific territory.
  • Log all customer interactions, cases, and activities appropriately in our CRM and ERP systems.
  • Maintain existing customer relationships and retain their business.
  • Determine the correct solution for each individual customer in an effort to maintain the relationship and retain future customer purchasing.
  • Specialized customer support based on the given territory (along with partnering with that territory’s local sales presence).
  • Execute outbound calling cadences to drive customer engagement and cross attachment to other FBN offerings.
• FBN Direct order‑to‑cash transaction support
  • Manage the FBN Direct order flow process from the time of order submission until the order arrives at farm and beyond.
  • Provide FBN Direct order processing assistance to customers and the FBN sales team.
  • Seek record‑breaking transaction times at every opportunity with the goal of…