At FOSS, we are driven by a strong sense of purpose, and we hope you are too. A fast-growing world population means that global food production will have to increase by 60% by 2050 to meet demand. We want to come up with smarter ways to make the best use of agricultural resources, and to help eliminate food waste. If that sounds like something you would like to get out of bed for every Monday morning, then read on.

About the role:

The Customer Service Representative works on-site at our Eden Prairie office answering incoming calls from customers to take orders, answer inquiries and questions, connect customers to technicians to troubleshoot problems, record all issues and provide information. This person will report directly to the North American Customer Support Manager.

Day-to-Day Responsibilities:

• Responds to diverse incoming employee and customer calls/requests regarding parts, service, and scheduling.
• Provides comprehensive corporate contact with customers by utilizing an in‐depth product and company knowledge and customer familiarity to answer large amounts of incoming calls, acquire customer orders, and route orders to the appropriate service site.
• Identify customers’ needs, clarify information, research issues, and provide accurate, satisfactory answers to customer queries and concerns.
• Resolves product or service problems by utilizing developed procedures to clarify the customer's complaint; determine the cause of the problem; guiding customer through troubleshooting select and explain the best solution to solve the problem; expedite correction or adjustment; follow up to ensure resolution.
• Provides world-class customer service and solutions in an efficient manner and timeframe exceeding customer expectations.
• Exemplary understanding of end-to-end processes and thorough product knowledge.
• Ongoing training and briefing activities are provided to ensure awareness of changes in products and services.
• Maintain knowledge of products, services, and promotions to achieve business line goals.
• Retains ownership of customer issues to satisfactory completion and knows to escalate when appropriate.
• Attracts new potential and increased activity from existing customers by identifying opportunities to cross sell additional products and services and presenting product opportunities to customers and routing service leads to Inside Sales for follow up.
• Identify and escalate priority issues.

Qualifications that will lead to success in the role:

• Experience with SAP preferred.
• Experience with Salesforce preferred.
• Must be extremely detail oriented and able to accurately handle multiple tasks simultaneously.
• Intermediate knowledge of Microsoft Word, Excel and Outlook required.
• 2+ years of call center experience required additional customer service/sales background a plus.
• Experience as a self-starter and multi-tasker, self-motivated, with a capacity to perform in an exceptionally fast-paced environment.
• Strong verbal/written/interpersonal communication.
• Strong listening and problem-solving skills.
• Team player.

Pay Range: $21 - $26 an hour.

FOSS is committed to maintaining an inclusive culture and a diverse workforce. You can help us sustain an unbiased recruitment process by not including a photo or age in your application.

FOSS

Today, more than 8 billion people around the world are dependent on nutritional food. Tons of food is being produced in a million different ways and under varying conditions, creating challenges all the way from field to fork. One of them, obviously, being the effects it has on climate change.

FOSS helps the world’s 100 biggest food companies and more than 40,000 others around the world navigate exactly that with intelligent, data-driven, and innovative analytical solutions. We are making sustainability a better business and we’re doing so as global market leader in our field – improving food quality, minimizing food waste, ensuring food safety, and securing fair payment.

Join a pioneering and innovative company in the food and agriculture industry. A company on a mission, with offices all around the world and 1,700 talented colleagues from more than 32 different countries.