Consumer Experience Specialist

One Degree Organic Foods; Mission; Hybrid; CAD 45,000 - 53,000; Full time

Job summary

One Degree Organic Foods is seeking a Consumer Experience Specialist to join the Marketing team in a hybrid role (4 days in office). You will be the first line of contact for customers, champion the brand, and support farmer engagement initiatives while collaborating cross-functionally to strengthen brand equity.

You will handle inbound inquiries with empathy, create handwritten touchpoints, and document interactions for insights.

Qualifications

• Experience in customer service and relationship-building.
• Excellent verbal and written communication skills.
• Proactive and collaborative with ability to work independently.
• Strong organizational and time-management abilities.

Responsibilities

• Provide empathetic, human-centered customer service and handle inquiries within defined SLAs.
• Engage with farmers and support brand experiences through marketing initiatives.
• Collaborate with marketing and other departments to align on brand messaging and insights.
• Back up teammates and perform ad hoc marketing tasks as needed.

Skills

Customer service

Relationship building

MS Office

IssueTrak CRM

Time management

Tools

IssueTrak

CRM tools

Job description

Hybrid position - 4 days/week in office

POSITION: Consumer Experience Specialist REPORTS TO: Senior Brand Manager

We are looking for a Consumer Experience Specialist to join our Marketing team! The Consumer Experience Specialist will be the point of contact for customer inquiries and 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 One Degree Organics brand. 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 will gain 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.

CHARACTER & ABILITIES

• You deal promptly, professionally, and courteously with others.
• 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.
• You are energized by interacting with and helping people.

KNOWLEDGE & SKILLS

• You have strong customer service and relationship-building skills.
• You have advanced computer skills including MS Office.
• You are familiar with CRM tools such as IssueTrak (or similar).
• You have superb organizational and time management skills

EXPERIENCE

• You have relevant experience working in a similar customer service capacity.

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.
• Proactively identify and resolve potential issues before they elevate.
• Create 'surprise and delight' moments through handwritten notes and thoughtful follow-ups.
• Respond to customer inquiries within 24 hours (weekdays) or 48 hours (weekends).
• Document all customer interactions in IssueTrak.
• Compile weekly summary reports and share insights with stakeholders.

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.
• Identify trends in customer and farmer feedback and share actionable insights.
• 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 - $45,300 - $53,000