Consumer Experience Specialist

Hybrid position - 3 days/week in officeOPPORTUNITIESIn this role, you will deliver excellent, empathetic customer service while championing One Degree Organics brand. You will make a meaningful impact by ensuring that every customer feels heard and valued. By playing a key role in helping deliver thoughtful brand experiences and contributing to projects that build long-term brand equity this role is critical in building a strong brand. You will also help support marketing initiatives that support the One Degree Organics Brand.
You will gain exposure to cross-functional collaboration, brand storytelling, and operational execution within a growing organization.HERE IS WHO YOU ARE…DRIVE & MOTIVATION

• You want to join a progressive family-owned company on a mission to build healthier communities
• You have a pro-active and collaborative approach with a 'can do' attitude
• You are health-conscious and have values that align with One Degree Organics
• You thrive in roles that require relationship-building and meaningful customer interactions.

CHARACTER & ABILITIES

• You deal promptly, professionally, and courteously with others.
• You are an excellent communicator who can easily work independently or collaboratively in a team.
• You are a motivated self-starter with an optimistic attitude.
• You are energized by interacting with and helping people.

KNOWLEDGE & SKILLS

• You have strong customer service and relationship-building skills.
• You have advanced computer skills including MS Office.
• You are familiar with CRM tools such as IssueTrak (or similar).
• You have superb organizational and time management skills

EXPERIENCE

• You have relevant experience working in a similar customer service capacity.

THINGS YOU WILL DO…CUSTOMER SERVICE EXCELLENCE:

• Handle inbound customer calls and emails with empathy and professionalism.
• Provide a human touch by calling customers directly, not relying solely on automated responses.
• Proactively identify and resolve potential issues before they escalate.
• Create 'surprise and delight' moments through handwritten notes and thoughtful follow-ups.
• Respond to customer inquiries within 24 hours (weekdays) or 48 hours (weekends).
• Document all customer interactions in IssueTrak.
• Compile weekly summary reports and share insights with stakeholders.

FARMER ENGAGEMENT & BRAND EXPERIENCE

• Support the execution of farmer engagement initiatives, including:
• Sending product shipments and personalized notes to farmer partners
• Assisting in the coordination of farm-related experiences and storytelling initiatives
• Support the development of a structured farmer relationship management approach (database, cadence, tracking, etc.)
• Contribute to building stronger connections between farmers and consumers through marketing initiatives
• Act as a brand ambassador who reflects our company values in every interaction
  

COLLABORATION & INSIGHTS:

• Work closely with the marketing team and other departments to ensure alignment with brand messaging.
• Identify trends in customer and farmer feedback and share actionable insights.
• Collaborate cross-functionally to support brand initiatives and be open to feedback and development opportunities.
• Stay up to date on product knowledge and seasonal farmer initiatives.
  

ADDITIONAL DUTIES:

• Support ad hoc marketing projects and initiatives
• Act as a backup for others when needed.
• Adhere to all company policies and procedures.
• Perform other related duties as assigned.
  

Salary - $45,300 - $53,000POSITION: Consumer Experience Specialist                              REPORTS TO: Senior Brand Manager

We are looking for a Consumer Experience Specialist to join our Marketing team! The Consumer Experience Specialist will be the point of contact for customer inquiries and a key driver of our mission to build strong, lasting relationships with our customers and farming partners.