Temporary Customer Success Specialist

Ames, IA /
Customer Success /
Full-time
Trace Genomics has developed the first analytics engine that learns as it maps the living soil. Founded in 2015 to serve the farming community, Trace Genomics helps growers maximize the value of every acre. The company is building the largest, most actionable body of soil intelligence, making thousands of growers experts on what’s underground. Working collaboratively across the agriculture ecosystem, Trace Genomics helps growers optimize costs, manage risk and protect their soil. Headquartered in Silicon Valley—led by industry veteran Dan Vradenburg and founded by two female PhDs from Stanford University—Trace Genomics is having a meaningful impact on the future of food.

Job Purpose
The Customer Success Specialist’s role is to work with both internal and external customers to ensure they're receiving the tools and support needed. The CS Specialist is embedded in the TraceView customer journey assisting with ensuring customer satisfaction with our products. 
 
Duties and Responsibilities
      Coordinate logistics for sample intake from named customer accounts
      Resolve incoming order issues with samples that arrive in the lab that are unable to be received and processed
      Represent TraceView in a professional manner when engaging with customers
      Track customer interactions via Salesforce accurately
      Serve as the voice of the customer and collect feedback to provide recommendations into the organization driving change 
      Monitor supply order requests and ensure that they are fulfilled within the service level agreement
      Support with providing agronomic interpretations to customer 
      Follow escalation procedures as needed 
      Assists the lab in operational procedures related to order management and receiving
 
Preferred Qualifications
      Prior experience in a customer service or operations role
      Education – pursuing or obtains a degree in BS Communication, Business, Supply Chain, Agronomy
      G Suite and Microsoft Suite required
      Passion for agriculture industry
      Strong interpersonal skills with a passion for working with customers 
      Excellent communications skills; verbal and written
      Strong attention to detail and follow through
      Ability to lift 25 to 50 lbs
 
Key Personal Attributes Include
Committed to our core values: Customer-Driven, Scientific Integrity, Creative Problem Solving, Diversity & Inclusion, and Fearless Determination