Customer Service Representative

COMPANY PROFILE

The Plant Company (TPC) is a newly established business currently operating in its Phase 2 production facility. Phase 2 encompasses a 10-acre greenhouse facility along with a 1.5-acre 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.

We believe that "together we grow stronger", which applies to employees, vendors, and of course customers. The four core values that identify this company are:

1. Caring About People, Plants, and Process
2. Growth Oriented
3. Customer First
4. "Can Do" Attitude

JOB SUMMARY

Desire to work and thrive in a fast-paced, ever-changing environment is crucial. In this position, the Customer Service Representative would primarily be responsible for engaging with customers on behalf of our company. This is a collaborative company in which we all work together to achieve our goals. There will be times when you may be asked to lend a hand outside of your main responsibilities.

ESSENTIAL JOB FUNCTIONS

• Enter sales orders
• Troubleshoot sales order availability issues
• Take pictures of product to provide to customers
• Gain expert knowledge about company products to best help customers
• Follow up with customers to ensure they are satisfied with their order and our service
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide introductory information including plant availability and pricing to new customers
• Inform customers about additional products as they become available
• Escalate customer concerns or issues to management, when necessary, so that they may satisfy customers in a timely manner
• Participate in meetings with The Plant Company team
• Cross train to provide back-up for other positions
• Answer phone calls and emails from customers to field questions about current or future orders
• Other duties, as assigned

REQUIREMENTS

• Desire to work and thrive in a fast-pace, ever-changing environment
• Customer focus and ability to adapt/respond to various personalities
• Proven customer support experience
• Strong phone contact handling and active listening skills
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Passion for work and a love of people
• A love of houseplants and/or desire to learn more about them

REQUIRED EDUCATION AND EXPERIENCE

• High school diploma or equivalent, college degree a plus
• 1+ years of relevant job experience
• Use of computer software including:
  • Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
  • Microsoft Teams
  • Customer relationship management (CRM) or enterprise resource planning (ERP) software

PHYSICAL REQUIREMENTS:

Must be able to bend, twist, turn, climb, pull, lift, and carry up to 30 pounds occasionally throughout the workday.

• Continuously (67% < 100% of the time worked)
• Frequently (34% < 66% of the time worked)
• Occasionally (10% < 33% of the time worked)
• Seldom (1 - 10% of the time worked)
• Not At All (0% of the time worked)

Activity

Extent*

Activity

Extent*

Activity

Extent*

Sitting

C

Squatting

O

Turning

F

Standing

F

Pushing

O

Twisting

F

Walking (Even)

F

Grasping

O

Bending

F

Walking (Rough)

O

Kneeling

O

Reach Forward

F

Lifting

O

Climbing

S

Pulling

O

Carrying

O

Reach Overhead

S

Environmental Conditions:

Condition

Extent*

Condition

Extent*

Condition

Extent*

Inside

C

Wet

S

Changing Temperature

O

Outside

S

Dry

S

Noise

S

Heat

S

Humid

O

Cold

S

Dust

S

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The Plant Company is an Equal Opportunity Employer. The policy of The Plant Company is to extend employment opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state, or local laws.