Customer Experience / Sales Coordinator (HYBRID)

Remote

Full Time

Customer Experience

Mid Level

This position may be onsite, in Danville, Virginia, or we are also open to a fully remote position based on the candidates location.

AeroFarms is a sustainable indoor agricultural company based in Danville, VA that uses patented aeroponic vertical farm growing system. We are transforming agriculture with people and the planet in mind. As a Certified B Corporation and pioneer in indoor vertical farming, we use proprietary technology to grow produce using up to 95% less water and no pesticides—ever. The result is a portfolio of products that deliver exceptional flavor, freshness, and nutritional value.

Recognized as one of Fast Company’s Most Innovative Companies five years in a row and named to Fortune’s 2022 Change the World list, AeroFarms is redefining how food is grown and distributed.

Now available in more than 1,000 stores across the United States, we are scaling our award-winning brand and technology globally.

As we enter our next phase of growth, we are seeking passionate, driven individuals who are excited to help build the future of agriculture.

Position Summary

Provide superior customer service to all owned customer accounts for our Danville Farm and future farms.
Receive orders from customers via email, EDI, and customer portals, enter orders into ERP system, and confirm with customer in a timely manner.
Identify and resolve customer issues, escalating if necessary.
Works directly with operations and transportation team daily to coordinate product allocations and to ensure customer service levels are achieved; our goal is always to achieve 100% OTIF rate.
Manage the execution of launches, holiday planning, promotions, and customer orders by managing pack out plan of the day, product allocations, customer communication, and price inputs/changes in the ERP.
Be a brand ambassador for AeroFarms and support internal and external events, as needed.
Coordinate and manage the success of samples for Sales, Marketing, and FSQA purposes.
Collaborate with other departments to ensure customer satisfaction.
Work with finance to keep a record of all credits from our customers.
Acting as backup for all Customer Experience Representatives and knowledgeable on all customers.
Cross train to support Transportation group as backup.
Cross train to support the Sales & Marketing Coordinator as backup.
Point of contact for the Customer Care email box, ensuring all inquiries are acknowledged and addressed in a timely manner.
Respond to customer emails with accurate information and solutions, maintaining a professional and friendly tone.
Collaborate with the other departments to escalate and resolve complex issues.
Track and report on customer inquiries, trends, and feedback to help improve overall service quality.
Assist in creating and updating FAQs and other support documentation.
Update the Management Business call slide deck weekly and email to those employees who have a need to update.

Education, Experience, and Licensure, required:

1-3 years of relevant experience
A Bachelor's degree in Liberal Arts, Business Administration, Supply Chain, or equivalent

Essential Functions:

Proficient in using and synthesizing data in Excel
Very strong attention to detail
Must be analytical and a problem solver
Ability to multi-task and work in a fast-paced environment
Working knowledge of ERP and TMS systems (if possible)
Passion, energy, and interpersonal skills to build exceptional customer relationships and share the exciting AeroFarms story
Proficient in Microsoft Office Suite (Excel, Outlook, Word, Teams, etc.).

Competencies

Organization, attention to detail & problem solving

Physical Demands

Minimal travel (1x/qtr). Ability to be “on call” during off hours (nights & weekends) as needed.

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