Customer Success Specialist

About Pivot Bio:

Fueled by an innovative drive and a deep understanding of microbiology genomics crop nutrition and agriculture Pivot Bio is pioneering game-changing advances in fertilizer technology. Our first commercial product harnesses the power ofnaturally-occurringmicrobes modern gene editing and application technologies to provide nitrogen to crops. Weare dedicated to providingnew solutionsfor farmers to improve yield as they work to help feed the worlds growing population. Read/Hear more about Pivot Bio onForbesorPBS News Hour.

The Customer Success Specialist will make a meaningful impact by managing inbound calls and emails identifying customer needs and routing inquiries to the right teams. This role will maintain accurate Salesforce cases monitor the case queue and ensure timely responses to support smooth seasonal operations. The specialist will also assist with sales order entry and incentive exceptions escalate urgent issues and support reporting and data cleanup. This position plays a key role in delivering responsive high-quality customer experience while helping internal teams serve our customers in agriculture efficiently.

This is a temporary 90-day position and is onsite in Hazelwood MO.

Essential functions:

• Answer inbound customer calls on the mainline and respond to incoming emails in a timely and professional manner
• Identify customer needs and route inquiries to the appropriate internal team member
• Create update and manage cases in Salesforce ensuring complete and accurate information is captured
• Monitor the Customer Success case queue respond to requests and/ or distribute to the correct stakeholder
• Support the entry of sales orders and incentive exceptions
• Collaborate with internal teams and territory customer success reps to ensure smooth handoffs and timely responses
• Escalate urgent or complex issues to appropriate team members or leadership as needed
• Assist with reporting data clean-up and other tasks as assigned
• Maintain a high level of professionalism and deliver excellent customer experience at all touch points

Competencies

• Exceptional communication skills with the ability to clearly convey information actively listen and ensure alignment between internal teams and customers.
• Ideal candidates should have a baseline knowledge and understanding of agriculture crops seed bioscience or biochemistry.
• Customer Relationship Management (CRM) system experience or willingness to learn.
• Customer experience oriented with a focus on teamwork collaboration and the ability to adapt to changing priorities.
• Customer focused with the ability to identify and satisfy the needs of external and internal customers. Continually searches for ways to provide value-added solutions for customers.
• Excellent direction setting prioritization and project management skills.
• Must have a valid drivers license.

Required Education & Experience

• Prior agricultural experience and a passion for working in agriculture is preferred.
• Minimum of 2 years of work experience in a customer-facing role.
• AA or AS or relative experience required. BS or BA preferred.

Must be authorized to work in the United States.

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