GG Customer Care Representative (9498)

Join the Griffin Greenhouse Supplies Team – Were Looking for a Green Goods Customer Service Representative!

As a key member of our Sales Team, youll serve as the crucial link between our sales representatives, vendors, and customers. Your mission? To deliver exceptional service that drives our success and ensures our customers receive nothing less than the best. If youre a skilled communicator, problem-solver, and passionate about customer care, we want you to bring your expertise to Griffin.

What Youll Do:

- Be the primary point of contact for both sales reps and customers, ensuring smooth order processing from start to finish.

- Manage the complete order lifecycle, including verifying, confirming with vendors, processing changes, tracking, and handling claims.

- Use our order management system (Prelude) and B2B website to execute transactions and ensure order integrity.

- Keep customers, vendors, and sales teams informed with timely updates and solutions.

- Build and strengthen relationships with key stakeholders across the business.

- Offer ideas for process improvements and provide feedback to continuously enhance customer satisfaction.

- Support team members and participate in special projects to improve our operations.

- Adapt to changing needs and deadlines, especially during peak seasons.

What Were Looking For

- Education : High school diploma required; a degree in Business, Horticulture, or Agriculture is a plus. If you have extensive customer service experience, were open to that too.

- Experience: Proven track record in customer service, preferably in order management or a similar role.

- Strong communication skills – both verbal and written.

- Proficiency in order management systems (experience with Prelude is a plus).

- Ability to solve problems quickly and effectively.

- Strong organizational and time management abilities.

- Positive, team-oriented attitude.

- Flexibility to take on new challenges and tasks.

Why Griffin?

At Griffin, were committed to nurturing your career growth. We offer more than just a job; we provide opportunities to learn, grow, and make an impact. From comprehensive training to the chance to work alongside the best in the industry, we ensure that every team member is empowered to succeed.

OUR COMMITMENT TO YOU!

At Griffin, we are committed to fair and equal treatment of all employees and future applicants. We believe that diversity fosters innovation and collaboration, making us a stronger organization. We hold ourselves accountable for maintaining a workplace free from discrimination and expect our employees to treat one another with respect. Together, we work towards a workplace where every voice is valued, every perspective is embraced, and every opportunity is accessible.
Our commitment extends to all aspects of employment, from recruitment to advancement, ensuring a fair and equitable environment for all team members. We recruit, hire, promote, transfer, and provide opportunities for advancement on the basis of individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, we will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, status as a covered veteran or any other protected classification under law.

Griffin is EOE, ADA and E-Verify compliant.

Qualifications

GENERAL DESCRIPTION
Reporting to the Customer Care Operations Manager, the Green Goods Customer Service Representative is an integral part of the Griffin Sales Team, responsible for proactive management of business activities within their designated region. As a key liaison, the Customer Service Representative delivers exceptional inside service to external stakeholders including outside sales representatives, vendors, and customers. This role requires a customer-centric approach coupled with effective communication and problem-solving skills to ensure optimal satisfaction and smooth operations within the green goods department.

ESSENTIAL DUTIES AND RESPONSIBILITIES
The following duties are essential to this position. Management may assign additional duties as necessary.

- Serve as the primary point of contact and expert in order processing for both sales representatives and customers, ensuring a seamless experience.

- Oversee the complete order lifecycle, from entry to fulfillment, including verifying acknowledgments, confirming with vendors, processing changes, tracking orders, handling claims, and managing returns.

- Utilize Prelude, Griffin's order management system, and our B2B website to execute daily transactions, with a focus on customer order management.

- Uphold order integrity for customer accounts year-round, addressing issues such as shipping, substitutions, pricing discrepancies, and returns.

- Handle the pulling and filing of sales orders efficiently.

- Maintain timely communication via email and phone with sales representatives, customers, and vendors.

- Generate and provide sales reports upon request to sales representatives or customers.

- Convey deadlines and essential vendor information to customers to ensure smooth operations.

- Cultivate and strengthen positive relationships with management, customer care team, sales force, customers, and vendors.

- Effectively manage time to handle multiple inbound and outbound calls, resolve customer issues, and prioritize daily tasks.

- Offer recommendations for resolving customer problems and improving processes.

- Provide regular backup support for team members and assist in other areas as needed.

- Participate in special projects as assigned by management.

- Identify system issues, suggest enhancements, and contribute to exceeding customer expectations.

- Assist in system testing and training initiatives.

- Demonstrate flexibility by willingly working additional hours during peak seasons and undertaking tasks outside the typical job description as required by the business cycle.

- This role necessitates consistent and dependable attendance, adhering strictly to designated work schedules. It is based in-office, requiring physical presence.

- Perform other related duties as assigned.

QUALIFICATIONS
This section lists the required level of job knowledge (such as education, experience, knowledge, skills, and abilities) required to do the job. This section focuses on the minimum level of qualifications for an individual to be productive and successful in this role.
Education :

- High School Diploma or GED. Bachelor's degree in Business, Horticulture, or Agriculture is preferred. However, equivalent years of direct customer service experience in a comparable role will be taken into consideration.

Experience :

- Direct experience in providing exceptional customer service.

- Proficiency in order processing and management systems.

- Strong communication skills, both verbal and written.

Knowledge, Skills, and Abilities:

- (K)Understanding of fundamental customer service principles and practices to provide exceptional service to stakeholders.

- (K)Proficiency in utilizing order management systems like Prelude and B2B websites to execute transactions and manage customer orders effectively.

- (K)Knowledge of effective communication techniques, both verbal and written, to maintain timely and clear communication with various stakeholders, including sales representatives, customers, and vendors.

- (K)Basic understanding of green goods, horticulture, or agriculture products to accurately convey information and address customer inquiries.

- (S)Ability to identify issues, analyze situations, and propose effective solutions to resolve customer problems and improve processes within the green goods department.

- (S)Skill in managing time efficiently to handle multiple tasks, prioritize activities, and ensure timely resolution of customer issues while meeting deadlines.

- (S)Capability to cultivate and strengthen positive relationships with internal teams, sales force, customers, and vendors to foster collaboration and enhance customer satisfaction.

- (S)Skill to adapt to changing priorities, work demands, and customer needs, demonstrating flexibility and resilience in a dynamic work environment.

- (A)Ability to maintain accuracy and precision in order processing, documentation, and communication to ensure order integrity and minimize errors.

- (A)Aptitude for understanding customer needs, preferences, and concerns, and tailoring solutions to meet their expectations while delivering exceptional service.

- (A)Ability to work collaboratively with cross-functional teams, provide backup support, and contribute to special projects as assigned by management, demonstrating a team-oriented mindset.

- (A)Ability to identify system issues, suggest enhancements, and participate in system testing and training initiatives to improve efficiency and exceed customer expectations.

WORKING CONDITIONS
Green Goods Customer Service Representatives typically work in a fast-paced and dynamic environment. The physical work environment for this role may include the following aspects:

Work Setting: The Green Goods Customer Service Representative works indoors in a well-lit and climate-controlled office environment, facilitating desk-based tasks and interactions with colleagues and customers.
Temperature Variations: are minimal in the indoor office environment, with consistent and comfortable temperature levels maintained throughout the year via heating, ventilation, and air conditioning (HVAC) systems.
Noise Levels: The office is moderate, conducive to concentration despite occasional conversations and phone calls; however, employees should expect intermittent increases in noise during busy periods or team collaborations.
Equipment Usage: utilizes standard office equipment such as computers, telephones, headsets, and printers for order processing, alongside proficiency in order management software like Prelude and B2B websites for efficient transaction execution.
Travel Requirements: N/A
Physical Demands (The physical demands outlined below are indicative of those essential for performing the job effectively. Reasonable accommodations will be considered for individuals with disabilities to facilitate the completion of essential functions): The role primarily involves prolonged sitting for tasks such as order processing, documentation, and communication, alongside regular computer use for typing and data entry, which may involve repetitive movements. Additionally, regular phone communication, occasional lifting of moderate-weight items, continuous use of visual abilities, and proficiency in manual tasks are required, along with the ability to effectively manage stress and maintain professionalism in high-pressure situations.

OUR COMMITMENT TO YOU!
At Griffin, we are committed to fair and equal treatment of all employees and future applicants. We believe that diversity fosters innovation and collaboration, making us a stronger organization. We hold ourselves accountable for maintaining a workplace free from discrimination and expect our employees to treat one another with respect. Together, we work towards a workplace where every voice is valued, every perspective is embraced, and every opportunity is accessible.

Our commitment extends to all aspects of employment, from recruitment to advancement, ensuring a fair and equitable environment for all team members. We recruit, hire, promote, transfer, and provide opportunities for advancement on the basis of individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, we will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, status as a covered veteran or any other protected classification under law.
Griffin is EOE, ADA and E-Verify compliant.