What if nature could be harnessed to help farmers sustainably feed the planet? Since 2014, Indigo has questioned agriculture's full value chain to improve grower profitability, environmental sustainability, and consumer health. The company’s scientific discoveries and digital innovations have amplified new value from soil to sale, benefiting more than 10,000 growers to date. Indigo is also the company behind The Terraton Initiative, a global effort to drawdown one trillion tons of atmospheric carbon dioxide by unlocking the potential of agricultural soils. In 2019, Indigo was ranked #1 on CNBC’s Disruptor 50 list. Headquartered in Boston, MA, Indigo has additional offices in Memphis, TN; Research Triangle Park, NC; Buenos Aires, Argentina; Basel, Switzerland; and São Paulo, Brazil. 

The Fulfillment Specialist position will support a seamless Marketplace transaction execution process for Indigo’s grower and buyer customers. Marketplace is a global online platform that directly connects growers and buyers to transparently transact. The Fulfillment Specialist position will support the delivery and fulfillment operations of all Marketplace transactions, while also ensuring customer satisfaction and retention. 

Responsibilities:

  • Ensures successful execution and management of all Marketplace transaction deliveries, from transaction acceptance to final settlement
  • Sets clear customer expectations on Marketplace fulfillment requirements, that align with the Marketplace Seller & Purchaser Agreements
  • Takes ownership in providing an exceptional customer experience for all growers and buyers
  • Achieves 95% on-time delivery for all shipments
  • Ensures team’s response to all customer inquiries and issues is within SLA guidelines, with the goal of achieving first-call resolution
  • Ensures on-time issue resolution for all customer cases and that customer issues are escalated promptly in accordance to SLAs
  • Logs all customer communication and cases in Salesforce
  • Owns the collection and validation of customer fulfillment data that results in >99% accurate and on-time payments
  • Ensures all buyer settlements are received within 48 hours of last delivered load
  • Reinforces buyer payment terms and processes, to successfully enable receipt of payment 3 business days after each Indigo load is delivered
  • Serves as a trusted partner to the Commercial Sales and Settlement teams 
  • Acts in accordance with NGFA rules and Indigo’s escalation procedures for all transaction cancellations, shortages, overages, or rejections
  • Reconciles deliveries on a daily basis, while maintaining an open line of communication with grower and buyer customers, to ensure all contract specifications are met 
  • Recognizes operational process gaps, and provides both immediate and long-term solutions with clear action steps

Competencies:

  • Ability to navigate in a fast-paced and changing environment
  • Strong attention to detail, with excellent organizational skills
  • Solution-oriented, proactive thinker
  • Strong critical thinking skills
  • Knows how to prioritize and when to escalate
  • Customer-focused
  • Operates with a level-headed sense of urgency
  • Ability to de-escalate heated customer situations by thinking clearly and acting calmly
  • Proven track record of effectively communicating with cross-functional organizations
  • Ability to problem solve complicated issues while keeping all internal and external parties involved in mind
  • Can see the big picture and the parts within the whole
  • Analytical and reporting skills (Excel)
  • Strong communication skills, both verbal and written
  • Focuses on continuous process improvement and scale
  • Can create processes to achieve short term goals when needed and work cross functionally

Qualifications:

  • 2+ years in Customer Service, Logistics, or similar Fulfillment role
  • Bachelor’s degree required
  • Experience with Salesforce or other CRM systems
  • Strong experience with Microsoft Office suite
  • Experience in ag or grain merchandising is a plus
  • Must be based in Memphis office

 

 

 

 

 

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