Share this Job

Date posted:  Jun 7, 2022
Location: 

Berlin, BE, DE

Job Function:  Sales & Marketing 
Job Type:  Permanent
Job Requisition ID:  11825

Customer Support Lead (f/m/d)

We at Yara are part of a global network, collaborating to profitably and responsibly solve some of the world's key challenges - resource scarcity, food insecurity and environmental change.

About the Unit

Yara has an ambitious strategic agenda to be the crop nutrition company for the future and is taking lead in the development towards sustainable agriculture and digital tools, to contribute to solving the challenges which the agricultural industry is facing globally. We have a worldwide presence with sales to ~150 countries and around 17 000 employees. The newly established function, Yara Farming Solutions, will lead the transformation towards more sustainable and efficient food production, by innovating our offering and the way we work.

Digital Ag Solutions is responsible developing and scaling new “on-farm” digital and integrated tools and solutions, which will work toward driving a more efficient and transparent food system.

Responsibilities

You Can/Will:

The customer support team will be responsible for ensuring any issues our customers are having are resolved in a timely manner. As lead for this team, you will identify trends in customer queries and issues, training and skill gap analysis and business KPI reporting.

  • Coach team members on how to resolve customer tickets and achieve strong customer satisfaction rating most effectively
  • Support customer requests via our ticketing system and categorize appropriately allowing recommendations to be made on potential process improvement opportunities
  • Support our team in meeting target Service Level Agreements for our customers
  • Maintain KPI’s on Customer Satisfaction feedback and resolution times
  • Handle day to day management responsibilities of the team
  • Work with peers in other business groups as necessary for business operations
  • Set and Deliver on Objective Key Results (OKR) for the team
  • Implement and improve processes that contribute to the overall customer experience

Profile

You Have

  • Experience in managing customer support teams
  • Proven track record of maintaining service level agreements
  • Experience in resolving complex customer escalations
  • Understanding and experience of agriculture, farming, and precision agriculture
  • Exceptional written and spoken English language skills, and an additional European language is essential
  • Ability to report to the business and stakeholders on KPI’s
  • Experience with Zendesk or similar ticketing system
  • Relevant University degree

Additional Information

You Get

  • To directly impact on products that provide real value to farmers and industries based on an honest business model.
  • A flexible yet stable environment in the newly founded digital unit of a global company.
  • Flexible working hours and support for part time working models.
  • Support for personal development, trainings, conferences and continuous learning.

Contact details

Padelis Kollias

Talent Acquisition Manager

padelis.kollias@yara.com

Knowledge grows through differences
Yara is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We believe that creating a diverse and inclusive work environment is not only the right thing, but also the smart thing to do. To deliver on this, Yara has firmly anchored Diversity & Inclusion (D&I) in our business strategy and has more than 400 employees worldwide involved in D&I ambassador networks. 


Job Segment: Sustainable Agriculture, Business Process, Agricultural, Agriculture, Part Time, Management