Service Desk Agent at Koppert Biological Systems, Inc.

Who We Are

Koppert Biological Systems is the worldwide market leader in integrated pest management and disease management. Koppert stands at the forefront of sustainable agriculture, having been founded in 1967 by visionary Dutch grower Jan Koppert. Our mission is to make agriculture healthier, safer, and more productive by partnering with nature. We achieve this through the use of natural enemies to combat pests, employing bumblebees for pollination, and leveraging microbials and bio stimulants to support, protect, and strengthen crops. Our innovations have propelled a significant shift towards sustainable agriculture over the past 50 years, offering growers and farmers worldwide natural solutions that restore balance in their crops, improve health and resilience, and increase yield. With a clear vision of achieving 100% sustainable agriculture, we collaborate with growers, partners, universities, research institutions, and governmental bodies globally to meet the highest food safety demands while contributing to the better health of people and the planet. Through our integrated system of specialist knowledge and natural solutions, we continue to drive agricultural innovation and impact, embodying our commitment to partner with nature and promote sustainable growing practices.

Do you enjoy a diverse and dynamic environment, love new challenges, and thrive in a casual and flexible atmosphere? We are looking for an enthusiastic individual to join our team and help us Partner with Nature!

Role Description

Customers are among our organization's most valuable assets. Every employee represents the company to our customers and the public. This is a fast-paced environment that requires accuracy, prioritizing, problem solving and collaboration across teams to be successful.

The Customer Service Representative (CSR) interfaces with our customers and various business & functional team members to deliver exceptional service to our customers. Through building successful relationships, the CSR will coordinate and align multiple internal resources and capabilities across the company. The CSR manages the entry of orders, from initial contact with our customer until the product arrives at the correct time, with the correct contents, and correct paperwork to the customer. They will work to build customer confidence and loyalty by establishing rapport and consistently resolving issues.

Responsibilities

• Execute activities as a dedicated CSR for our key client accounts across the U.S. by working directly with our customers and utilizing multiple channels of communication.
• Manage and process purchase orders received online, by phone, or by email to ensure orders are placed and billed appropriately.
• Monitor all requests to ensure they are accurately processed; maintain records of all customer interactions, transactions and complaints for continuous improvement initiatives.
• Identify the correct action to resolve customer complaints and issues; delegate any unresolved issues to the appropriate resource.
• Assist customer service, sales, and management teams with tasks including but not limited to document retrieval, shipment tracking, customer portal interaction, and various project support.
• Support our Production and Logistics team through our ERP system to ensure orders are filled accurately and exported in a timely manner to our customers.
• Monitor and trouble shoot supply chain shortages with sales team members and customers.
• Maintain communication with the accounting team to ensure proper documentation is in place for billing customers.

Education and Experience

• 2 or 4-year business or science degree, or 3 years' experience working in an administrative/customer service function.
• Demonstrated commitment to excellence in customer service.
• High attention to detail and accuracy is priority.
• Strong problem-solving capabilities.
• Highly skilled with time management and follow-up.
• Excellent communication skills, including active listening.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
• Knowledge with Customer Relationship Management (CRM) systems; Dynamics 365 and Microsoft - Customer Engagement experience is a plus.
• Service-oriented and able to resolve customer complaints.
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
• Basic knowledge of macro and micro biologicals within the agricultural segment considered a plus.

Physical Demands and Work Environment

• Typically in climate-controlled office setting. May require extended periods of sitting, standing, and walking.
• Ability to travel up to 15% of the time for training purposes.

Working at Koppert

The working atmosphere at Koppert is informal. We are a family company and closely involved with everything that happens within and outside our company. We are consistently looking at ways of improvement and continuing to invest in our employees.

Comprehensive Benefits Package to include medical, dental, and vision insurance, employer funded health savings account, tuition reimbursement, employer 401K match, life insurance, wellness program initiatives, employee assistance program, Volunteer Day, Koppert gear, and generous PTO!

Koppert Biological Systems is a veteran-friendly, Equal Opportunity Employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. If you want to join a global and growing organization submit your cover letter and resume. At Koppert, we learn something every day!

Compensation details: 48000-51000 Yearly Salary

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