Customer Service Manager

Sound Agriculture is an innovator in bio-inspired chemistry and plant genetics. We leverage natural plant diversity to grow crops more sustainably and create differentiated, nutritious food. Sound is a Series C startup funded by leading investors in food and agriculture such as Leaps by Bayer, Northpond Ventures, S2G Ventures, Fall Line Capital, Cultivian Sandbox Ventures, Cavallo Ventures and Syngenta Group Ventures.

We are adding a Customer Service Manager to support Sound’s dealers and growers using our flagship nutrient efficiency product line, SOURCE. The Customer Service Manager ensures customer satisfaction during product ordering, shipping, delivery, billing, and application. They own order fulfillment logistics and customer service operations, serving as an integral link between customers, sales, manufacturing, and third party partners. They are collaborative, detail-oriented problem-solvers with a passion for helping others. Ideal candidates have order fulfillment or related experience in the agriculture industry; and possess a unique blend of process and data-driven thinking with exceptional interpersonal and customer service skills. 

The role reports to the Director, Customer Experience and can be based remotely across the United States or in our Emeryville, CA headquarters. 

Responsibilities

  • Manage the end-to-end customer experience from the point of sale to product delivery and application including fulfilling orders, ensuring receipt, fielding product and billing inquiries, and processing quality claims
  • Achieve high overall customer satisfaction and meet or exceed customer Service Level Agreement (SLA) and Key Process Indicators (KPI)
  • Own and implement reliable, scalable business processes, systems, metrics, and continuous improvement initiatives that keep pace with growing customer base and business needs 
  • Plan and execute efficient order fulfillment and maintain highly effective relationships with warehouse partners and third-party logistics providers
  • Maintain constant communication and reporting to provide internal stakeholders & collaborators with visibility into order volumes, progress to goals, and outstanding issues
  • Field customer inquiries from dealers, growers, and sales reps through phone, email and use Salesforce to escalate, resolve, and document cases
  • Build and expand use of customer service channels & content including help center, seasonal emails, customer communications, and others 
  • Collaborate with sales, marketing, and supply organizations to meet customer needs in a timely, effective manner and identify root causes for future improvements 
  • Serve as the voice of the customer representing needs, desires, and expectations across Sound

Targeted Skills & Experience

  • Demonstrated success in customer service including maintaining high customer ratings, fast response time, and expedient issue resolution
  • Demonstrated success in order fulfillment including effective order planning and shipping, warehouse & logistics relationship management, timely deliveries, and exceptional problem-solving and communication 
  • Professional experience in the agricultural industry with a strong preference for experience in sales operations or customer service function supporting inputs (seed, chemical, fertilizer), agronomy solutions or services, or other related products 
  • Ability to track, measure, and analyze various data inputs to identify risks and opportunities; experience recommending process improvements informed by analysis
  • Excellent written and verbal communication across various audiences
  • Calm under pressure with strong conflict resolution skills enabling efficient resolution of customer complaints 
  • Collaborative self-starter with strong passion for helping others and advocating for customer needs
  • Attentive to detail and the moments that matter” for internal and external customers
  • Working knowledge of Google Workspace, Salesforce, Slack, Zoom and leading software and analytics platforms for customer service and support (e.g. Zendesk) 
  • Comfort working in a fast-paced, dynamic environment; Sound is a high-growth, VC-backed startup looking for folks who are driven by a sustainable mission and want to create the future of agriculture!

This role demonstrates our values by:

  • Boldness: Develops industry leading processes enabling the desired customer experience; stretches in reaching SLA and KPI targets across key areas
  • Ownership: serves as the main point of contact for growers and dealers order fulfillment, issue resolution; desires to be known as a problem-solver 
  • Respect: focuses on serving others in a way that is efficient, timely, and addresses root cause; works collaboratively to develop and deliver a customer experience representative of Sound’s culture and commitment to service
  • Creativity: seeks data to inform and validate risks and opportunities in the customer experience and build recommendations for continuous improvement

Our Offer 

  • Opportunity to work in an early-stage, disruptive startup with a talented, experienced, and growing team of dedicated individuals
  • Competitive compensation package
  • Performance bonus structure
  • Comprehensive health care plans that include Medical, Dental and Vision coverage
  • Flex Spending Account (Healthcare, Dependent Care & Commuter Benefit)
  • 401k Plan
  • Generous vacation policy
  • Regular team events and engagement activities (we actually like hanging out with each other!)

Sound is based in Emeryville, CA with a number of employees working remotely. We have a mission driven culture and a fast-paced, collaborative work environment. We are looking for someone to join the team who will bring a passion for sustainability along with a deep expertise in the business of food and agriculture.

Equal Employment Opportunity

We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status.

Sound participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the United States. If E‑Verify cannot confirm that you are authorized to work, Sound is required to give you written instructions and an opportunity to contact the Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before Sound takes any action, including terminating your employment.