Customer Service Representative (Home Depot)

Job Description

Job Description

Description : COMPANY PROFILE The Plant Company (TPC) is a newly established business expanding into its Phase 2 production facility, bringing us to 10 acres! Phase 2 encompasses a greenhouse facility along with a production barn. This is a state-of-the-art, controlled-environment greenhouse for the sustainable production of tropical indoor foliage plants of consistent and exceptional quality. Are you a plant-loving, growth-oriented, driven professional who would love an opportunity to join an expanding company known for excellent quality and an extraordinary assortment? If so, TPC seeks a professional like you who represents our values below and is interested in career growth. The ideal candidate will want to help us continue our growth with a sense of pride in how you contribute to our success daily and as a critical part of the successful Proven Winners leafjoy® brand that is flourishing nationwide! Join an inclusive start-up culture where we run on EOS (Enrepreneurial Operating System) , believe in tackling issues with your valuable perspective on our team, and have many opportunities for career growth! We believe that " together we grow stronger ," which applies to employees, vendors, and customers. The four core values that identify this company are : Caring About People, Plants, and ProcessGrowth OrientedCustomer First"Can Do" AttitudeJoin us in a growth-driven and collaborative environment where your contributions will help shape our success and culture.

JOB SUMMARY The desire to work and thrive in a fast-paced, ever-changing environment is crucial. In this position, the Customer Service Representative will primarily be responsible for engaging with customers on behalf of our company. This is a collaborative company where we all work together to achieve our goals. Sometimes, you may be asked to lend a hand outside of your primary responsibilities.

ESSENTIAL JOB FUNCTIONS Order Management and Tracking : Accurately and efficiently enter sales orders into the system, ensuring all order details are correct.Track order progress from initiation to final delivery, providing proactive updates to Home Depot representatives as needed.Demonstrates accuracy when entering data and tracking orders, minimizing errors to ensure customer satisfaction. Product Availability Troubleshooting : Collaborate with cross-functional teams to improve inventory accuracy. Communicate any challenges to the Program Manager and actively seek solutions to meet delivery timelines.Sense of urgency and the proactive development of appropriate alternatives to resolve order issues effectively. Customer Engagement and Product Support : Develop a deep understanding of TPC’s product offerings to ensure customers receive accurate information, helping to identify opportunities for upselling.Provide introductory information to new customers, build rapport, and enhance customer experience.Build sustainable relationships and trust with customer accounts through open and interactive communication, ensuring customer expectations are met. Follow-up and Escalation Management : Follow up with customers post-order to ensure they are satisfied with the product and service received.Identify customer concerns and escalate them to management when necessary, ensuring they are resolved promptly.Exhibits strong written and verbal skills to follow up effectively, address concerns, and maintain customer satisfaction at every stage of the interaction. Sales and Product Support : Inform contacts about new product offerings as they become available, aiming to cross-sell or upsell relevant items.Collaborate with the Account Manager to identify and execute sales opportunities for Home Depot.Understand customer needs and work to increase revenue by informing clients of new product offerings and services. Team Collaboration and Process Improvement : Participate in team meetings at The Plant Company to stay informed on policies, product updates, and performance goals and contribute suggestions for improvement.Effectively collaborates with colleagues, supports their objectives, and shares insights to enhance the overall customer experience.Crosstrain in other customer service areas to provide backup support and ensure uninterrupted service for Home Depot accounts.Embraces cross-training opportunities and is willing to adapt to new tasks to support team continuity. Documentation and Reporting : Consistently maintain and update CRM records to track customer communication, preferences, and feedback. Provide order status updates and assist in resolving customer concerns.Utilize CRM and ERP software effectively to maintain accurate records, manage communication, and ensure customer requirements are fulfilled. Answering Customer Inquiries : Answer customer phone calls and emails regarding current or future orders, as a reliable point of contact for inquiries.Ability to prioritize and manage incoming inquiries effectively, ensuring customers receive timely responses. Participation in Projects and Other Duties : Assist in ongoing or new projects as directed by the Account Manager or National Sales Manager.Take on additional responsibilities as needed to support overall company objectives.Willingness to take on new challenges and contribute beyond the standard job description to achieve team and company goals.Requirements :

REQUIRED SKILLS / ABILITIES :

• Customer Focus : Ability to respond to varying personalities effectively and positively.
• Proven Customer Support Experience : Previous experience in a customer-facing role, preferably with a major retailer.
• Strong Communication Skills : Proficient in written and verbal communication, with strong attention to detail.
• Team Player : Comfortable working collaboratively and aligning work with the broader team goals.
• Organizational and Time Management Skills : Ability to prioritize and manage tasks effectively in a fast-paced environment.
• Technical Skills : Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and CRM or ERP software (e.g., Advanced Grower Solutions).
• Education : High school diploma or equivalent required; college degree preferred.

REQUIRED EDUCATION AND EXPERIENCE

PHYSICAL REQUIREMENTS :

This position requires the ability to lift and carry up to 15 pounds, stand for extended periods, bend and reach to access materials, and walk short distances throughout the workday. TPC is committed to providing reasonable accommodation for qualified individuals with disabilities.

The plant company is an equal opportunity employer