Customer Care Specialist

Sun Gro® Horticulture is one of the most prominent North American horticultural companies, employing over 800 staff and serving customers worldwide. Since its humble beginnings in 1929, it has become the leading supplier of soilless growing mixes to North America’s top 100 greenhouse and nursery growers, shipping over 70,000 truckloads of product annually. Sun Gro products are made to exacting standards and conform to high product quality and performance criteria.

GENERAL SUMMARY:

The Customer Care Specialist is responsible for establishing and maintaining profitable relationships with customers on behalf of the company, by taking personal and complete responsibility for each customer contact and by ensuring that all customer requirements are completely met.

ESSENTIAL JOB FUNCTIONS:

· Responsible for internal and external Customer Service activities for assigned geographical area and or assigned accounts

· Performs daily functions to include order entry, customer contact, and order follow up

· Maintain existing and develop new relationships with customers and distributors to ensure customer satisfaction is met or exceed from our placement though delivery of product while working to achieve Sun Gro financial target

· Heavy internal and external customer contact

· Accurate recording of customer interaction

· Timely feedback to the company regarding service failures or customer concerns or comments

· Understanding and working with sales programs and policies

· Create and maintain a team environment

· Completing tasks in a timely manner or within specific guide lines

· Conflict Resolution

· Daily cross functionality with Sales & Operations and other business units as it relates to customer requirements

· Review, propose and implement new ideas to increase efficiencies

· Other duties and projects assigned based on business need

KNOWLEDGE, SKILLS AND ABILITIES:

· Proficiency in order entry

· Proficient in Microsoft products specifically Excel, Word and Outlook

· Ability to work in a face paced environment and the ability to multi task

· Ability to use proper phone etiquette

· Fosters Teamwork – values all employee’s contributions, involving team in decisions that affect them and discourages “we” vs. “them” attitude. Seeks appropriate input before making decisions.

· Build Relationships – treat people fairly and with respect. Develops effective working relationships with all levels of the organization. Takes employee’s preferences into account when making decision.

· Display Organizational Savvy – knows which issues are worth pursuing and knows who to involve and when. Accurately anticipates the reactions of others.

· Strong customer focus - has the ability to balance the needs of the customer with the needs of the business as well as fostering a strong customer focus mindset. Impresses customers both internal and external with exceptional service or work.

· Use Technical/Functional Expertise – knows the job, be regarded as an expert. Keeps up to date on technical/professional developments. Stays informed about industry practices and new developments.

EDUCATION AND EXPERIENCE:

· Associates degree in business related field or High School Diploma or GED from an accredited facility along with equivalent training in a business service environment

· Minimum 2 years related customer service experience

PHYSICAL REQUIREMENTS:

· Required to sit for long periods of time

· Frequently required to stand or walk

WORK ENVIRONMENT:

· Professional office environment with standard office equipment such as computers, phone, copies, file cabinets, and fax machine

· Low sound levels

We are an equal opportunity employer.

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Work Location: In person

Salary : $40,000