Job Title: Customer Service Representative (CSR)
Job Summary: Oversee customer relationships by supporting the Customer Service and Sales Coordinator, CSR team, and Sales Manager(s). North Creek is dedicated to growing and selling plants that enhance sustainable outdoor environments while benefiting people and the planet.
Primary Responsibilities: Positively engage in day-to-day activities in all phases of customer service to ensure customer satisfaction.
Position Type: Full-time 40 hours per week. Must be willing to work additional hours as needed to accomplish goals and objectives.
Daily Activities:
- Process orders, respond to quotes, and resolve customer inquiries in a timely and professional manner to enhance customer satisfaction
- Create accounts for new customers and maintain the contact information with any customer updates
- Provide customers with up-to-date information regarding shipments, availability, freight quotes, etc.
- Respond to all inquiries; this may include availability requests, order adjustments, general plant information, contact information, shipping tracking, etc.
- Send notifications of upcoming orders 2 weeks before scheduled date and manage customer questions and updates
- Create and post availability each weekday morning
- Assist Sales Managers by phone or text with information, order management and follow up with customers to build sales as needed
- Communicate with the Accounting Department on changes to order payment and assist with obtaining credit card information for orders
- Send prenotification to customers for pick up orders, coordinate with Shipping Department regarding pick up schedule and follow up with customers that missed their pickup time
- Assist with rescheduling and cancellation of orders; manage customer responses and requests for changes
- Work closely with the Shipping Department to ensure orders are shipped as scheduled and manage claims for orders that get damaged in transit
- Provide additional tracking information or other to customers as needed
- Provide support in setting up customer events and organizing marketing materials
- Keep up to date on marketing initiatives, North Creek website and social media posts and share with customers to build interest and sales; provide feedback to Marketing
Required Knowledge / Skills:
- Passion for customer service and satisfaction
- Patience, compassion, and empathy
- Willing to learn customized computer software
- Excellent written and verbal communication skills
- Time management skills
- Decision making skills to resolve customer issues in a timely, professional manner
- Competency with Microsoft 365
- Plant knowledge and experience in the horticulture industry desired, but not required
Company Culture: North Creek strives to promote sustainable outdoor environments. As a wholesale plant propagation nursery, we specialize in growing starter plants / plugs of perennials, ornamental grasses, ferns, vines, and shrubs with an emphasis on Eastern US native plants. Our plants are used by wholesale growers and landscape contractors. Our vision is to be a leader in the development and practice of sustainable horticultural systems while delighting our customers.
Send resume to HR Manager at employment@northcreeknurseries.com
