Senior Customer Experience Specialist

POSITION: Senior Customer Experience Specialist REPORTS TO: Senior Brand Manager

Every conversation with a customer is a chance to turn them into a lifelong advocate for One Degree Organics — and we're looking for a Senior Customer Experience Specialist who genuinely loves talking to people and takes real ownership of every interaction, because this role is the human face of our brand. The Senior Customer Experience Specialist owns customer inquiries and escalations from first contact through resolution, building that trust one conversation at a time, and is a key driver of our mission to build strong, lasting relationships with our customers and farming partners.

OPPORTUNITIES

In this role, you will deliver excellent, empathetic customer service while championing the One Degree Organics brand — turning everyday interactions into genuine advocacy for who we are — using independent judgment to navigate sensitive or escalated situations with real care rather than a scripted response. 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'll work independently day-to-day while staying closely connected across marketing, sales, and our farming partners — gaining 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, including the difficult ones.
• You get genuine energy from talking to people, and you see every interaction, good or bad, as a chance to build trust in our brand.

CHARACTER & ABILITIES

• You deal promptly, professionally, and courteously with others, even in high-pressure or emotionally charged situations.
• 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, and you take ownership of problems until they're truly resolved.
• You are energized by interacting with and helping people, and you remain calm and empathetic when a customer is upset.

KNOWLEDGE & SKILLS

• You have advanced customer service, conflict-resolution, and relationship-building skills, including experience handling sensitive or escalated complaints with discretion.
• You have advanced computer skills including MS Office.
• You are proficient with CRM/case management tools such as IssueTrak (or similar) and can translate case data into insights and recommendations.
• You have superb organizational and time management skills
• You communicate clearly and confidently across teams — marketing, sales, and beyond — translating what you hear from customers into action.

EXPERIENCE

• You have minimum 3+ years of experience in a customer service, customer experience, or brand ambassador role, ideally including direct experience owning escalated, sensitive, or reputation-critical customer complaints.

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.
• Treat every interaction — even a complaint — as an opportunity to turn that customer into a genuine advocate for One Degree Organics.
• Proactively identify and resolve potential issues before they escalate.
• Own complex, sensitive, or reputation-critical complaints from first contact through resolution, using independent judgment and genuine empathy rather than a scripted response.
• Create 'surprise and delight' moments through handwritten notes and thoughtful follow-ups.
• Respond to customer inquiries within 24 hours (weekdays) or 48 hours (weekends).
• Exercise discretion to resolve issues appropriately (e.g., replacements, credits, goodwill gestures) within an established authority level, escalating only when needed.
• Document all customer interactions in IssueTrak.
• Compile weekly summary reports, share insights with stakeholders, and recommend process or policy changes to reduce recurring complaint types.

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, communicating what you hear from customers so the wider team can act on it.
• Identify trends in customer and farmer feedback and share actionable insights.
• Contribute recommendations to improve customer experience policies, tools, and processes based on patterns you observe.
• 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 - $55,900 - $67,000