Position: Customer Service

Reports to: Sales & Marketing Manager

Description

The Customer Service position will be directly involved with assisting customers, entering orders, invoicing, data entry, and other special projects. During the busy Spring and Fall season, overtime is necessary and expected for this position. Some weekend work will also be required during this time. Customer Service is responsible for the daily operations of the front office which requires attention to detail and prioritization of tasks.

Follow and lead by Plantworks Nursery Core Values

Core Values:

Work Hard- Show up with a strong work ethic, work intelligently and energetically, put in 100% effort, work productively and efficiently

Be your Best- Set high standards, push yourself to master new skills, do the absolute best at what you do, continuously improve, set goals, and celebrate success

Always there to help- Be a team player, be supportive of others, willing to help, dependable

Be Consistent- Treat people the same, create and follow stable routines, be present, follow clear rules and procedures

Finish It- Remain strong in the face of obstacles, stick with it until its done, keep going and do not give up, be accountable for things under your control

Customer Service Responsibilities-

· Answer phones and direct phone traffic, this will require an understanding of the functions of the phone system

· Monitor voicemail regularly

· Assist walk-in customers ensuring order accuracy and reasonable turnaround of order pickup and handoff to customer

· Monitor email ensuring emails are followed up on with appropriate response and completed in a timely manner

· Take and input orders received via phone, email, and other methods

· Identify and assess customers needs to achieve satisfaction

· Work with customers on plant substitutions and plant availability questions

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents

· Work with Growers to ensure order accuracy and customer satisfaction

· Take a friendly and attentive approach when dealing with customers including walk-in customers

· Maintain current and accurate customer database

Shipping Logistics

· Facilitate delivery days, times, and accurate locations

· Run daily comp sheets for growers to pull for deliveries, follow outlined SOP

· Maintain map database and books for all delivery locations

· Coordinate daily routes to drivers & assemble paperwork to accompany deliveries

Invoicing

· Process CC payments for COD accounts and pickup customers

· Create invoices based on items shipped ensuring completeness and accuracy

· Responsible for emailing or mailing final invoices or order receipts

FedEx and other carriers

· Arrange for FedEx pick-ups and complete shipping labels

· Handle claims associated with issues related to delivers

· Coordinate with other carriers as necessary or as requested

Other responsibilities

· Assist in keeping up with the appearance of the office and help keep office space organized

· Water office plants as needed

· Assist carriers with package deliveries and communicate the receipt to the appropriate staff members

· Assist with other tasks as directed by your supervisor

Knowledge, Skills and Abilities (requirements)

Excellent communication and presentation skills
Attention to detail
Manage time effectively
Must be able to work efficiently both independently and within a team.
Maintain a current knowledge of plants listed in Plantworks catalog
Must have reliable transportation to and from work
Available and willing to work extra hours during spring or in times of need
Flexibility
Project a helpful, friendly, and cooperative attitude
Computer proficiency in Microsoft, Google, and QuickBooks are a plus.

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Customer Service