Are you looking for an opportunity to lead a team of professionals supporting local farms and farm families to expand their participation in growing market share within and around the communities supported by AGRIS Co-operative?

AGRIS Co-operative Ltd. has a leadership opportunity for a Customer Experience Coach to join our AGRIS team. The successful candidate will work closely to affect a smooth transition into this role under the leadership of the Human Resource Manager and the AGRIS Leadership team. As the Customer Experience Coach, you will be responsible for enhancing the customer service skills and knowledge of staff across AGRIS Cooperative. This role involves supporting recruitment, coaching and mentoring team members to deliver exceptional customer service, ensuring customers have an exceptional experience with every interaction. The ideal candidate is passionate about customer service, possesses strong communication skills, deep agriculture experience and has a proven track record of developing others in a customer-centric environment.

What will you be responsible for: 

• Provide exceptional customer service experience at every interaction
• Provide ongoing coaching, feedback, and development opportunities to customer-facing employees to enhance their skills in delivering exceptional service
• Conduct regular training sessions, workshops, and one-on-one coaching sessions focusing on customer service best practices and AGRIS Cooperative’s service standards
• Develop and implement customer service training programs tailored to the needs of various departments within the cooperative
• Monitor and assess the performance of staff in customer-facing roles through observation, feedback, and customer satisfaction metrics
• Identify areas of improvement and work with individuals to address gaps in service delivery
• Collaborate with management to develop and track performance improvement plans for employees requiring additional support
• Analyze customer feedback to identify trends, opportunities, and areas for improvement in customer service
• Work closely with the Customer Service Manager and other stakeholders to implement strategies to enhance the overall customer experience
• Support the recruitment and onboarding of new employees, providing input on customer service competencies and potential
• Support company-wide initiatives aimed at improving customer satisfaction and loyalty
• Develop action plans based on customer feedback and ensure timely follow-up on issues or concerns
• Promote a customer-centric culture across the organization by sharing best practices and setting service standards
• Collaborate with various departments to ensure that customer service practices are consistent and aligned with the cooperative’s values and goals
• Stay updated on industry trends and innovations in customer service to continuously improve training and coaching methods
• Maintain accurate records of coaching sessions, training activities, and employee progress
• Prepare and present reports on customer service performance, training effectiveness, and areas for improvement
• Document and update training materials, customer service policies, and procedures as needed

Requirements for this Job: 

• Diploma or degree in Business Administration, Agriculture, Customer Service Management, or a related field
• Minimum of 3-5 years of experience in a customer service role, with at least 2 years in a coaching or training capacity.
• Minimum of 3-5 years of experience in agriculture, agronomy and or grain origination.
• Proven experience in developing and delivering customer service training programs.

Functional Skills

• Proficiency in customer service software, CRM systems, and Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Strong organizational and time management skills with the ability to prioritize tasks effectively.

Core Skills

• Excellent communication, interpersonal, and coaching skills.
• Ability to motivate and inspire others to achieve high levels of customer service.
• Strong analytical and problem-solving abilities, with attention to detail.

If you are interested in furthering your leadership career as part of an industry leader, developing innovative solutions and enhancing the profitability of our owners, we want to meet with you!

About AGRIS Co-operative Ltd. 

AGRIS Co-operative Ltd. is a dynamic and successful farmer owned co-operative that prides itself on providing quality agronomic and grain marketing solutions for our customers and farmer-owners. AGRIS is a leader in precision farming technology, seed, agronomy, and petroleum services.

AGRIS Co-operative Ltd. is a 100 per-cent farmer-owned grain marketing and farm-input supply company that serves more than 1,000 farmer owners in 14 locations in Essex, Kent, Elgin, Middlesex and Lambton counties. 

The co-operative is a partner of Great Lakes Grain, a grain merchandising company. AGRIS Co-operative is a member-owner of GROWMARK, Inc. and markets products and services under the FS banner. 

AGRIS branches are located in Brigden, Chatham, Cottam, Dutton, Glencoe, Leamington, McGregor, Muirkirk, Rochester, Stoney Point, Thamesford, Thamesville, Tupperville and Wheatley.

Job posting is currently closed.

AGRIS Co-operative Ltd. is an equal opportunity employer. We thank all those who apply however only applicants selected for an interview will be notified.