Customer Service Representative

Job Description

Job Description

Description:

Status: Full-time, non-exempt hourly

Department: Sales

Reports to: Sales Operations Manager

Location: West Grove, PA, hybrid – 3 days in the office and 2 days work from home

Schedule: April - October Monday–Friday 8am - 4:30pm/ November - March Monday-Friday 10:30am - 6:30pm

The opportunity.

Imagine this: you take a phone call to start your workday and it is from the owner of a plant nursery that has been around for 75 years. The woman on the other end asks for your help placing her yearly order of bare root roses (she sells more Knock Out® Roses than any other plant all year) and she is looking for something new and special to offer her end-consumer customer next spring. You offer a few suggestions, including a brand-new rose that has done well in national plant trials, and she orders 500 to try. The 10-minute call is friendly, you feel awesome about having helped a long-time customer, and the nursery owner is excited to receive her order.

Can you see yourself in this story?

As our Customer Service Representative, you will provide high-quality support to customers through the full ordering process. This includes placing orders, providing order confirmations, and managing order changes in our company database (we use SAP®). You will also offer customers basic recommendations on product selection – this means you will have the opportunity to learn about our portfolio of plant material and basic specifications, product forms, features, and benefits of roses, perennials, and ornamental shrubs. As you learn about the products we offer, you’ll be able to greatly support the sales team by identifying opportunities to upsell and cross-sell, always with the best interest of the customer in mind. That said, if you’re a person who truly enjoys providing helpful information and solutions to customers, you’ll be a great fit for this role.

You’ll also track the processes going on around each order, including investigating and helping to resolve backorders, questions regarding freight charges, and shipments of plant tags. If a customer submits a claim, you’ll be there to support the claim process, (our online system is called Star Track®) take follow-up action, and help resolve customer challenges. You will maintain customer invoice records and sometimes collaborate with the accounting department to settle outstanding balances.

This is a great time to mention that you’ll be working with a rock-star sales team! Our territory sales managers work across the country to support our customers, and you’ll have a few assigned to you. This means you’ll develop a mutual working relationship and get to know the specific needs of our customers as you and the sales team work together to get the right plants to the right people.

Throughout the day, you’ll take and make a number of inbound and outbound calls (not hundreds!) and generally perform a variety of customer-service-related tasks as assigned.

Working environment.

Normal office environment. Requires sitting, standing, bending, and reaching, manual dexterity sufficient to operate standard office equipment, and normal range of hearing and vision. May require lifting up to 20 pounds.

You have this.

• High school diploma or a GED
• A minimum of 2 years of customer service experience
• Ability to multitask and proactively solve problems within scope of the position
• Ability to professionally communicate by email, phone, and in-person, with customers and colleagues at all levels of the company
• Ability to work independently or as part of a team to meet department goals
• Comfortable with MS Office systems, working in CRM database preferred

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

We have this.

• Medical, dental, and vision offered to employees and their families
• HSA + FSA options
• Paid time off + paid holidays
• Company paid STD + Life Insurance
• LTD + Life Insurance options
• 401(k) retirement plan + company match + profit sharing
• Employee growth and development
• Tuition reimbursement
• Paid Parental Leave
• And more!