Consumer Experience Specialist
Mission, BC, Canada
Full Time
Entry Level
Hybrid position - 3 days/week in office
OPPORTUNITIES
In 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.
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 - $53,000
POSITION: 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.
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.
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