Customer Service Representative (CSR)
Location
Landenberg, PA
About Us
North Creek is a wholesale propagation nursery that grows perennials, grasses, and ferns, with a large selection of North American natives. We are committed to offering the highest quality starter plants in the industry. But quality plants are only part of the equation. North Creek is devoted to being the number one source for perennial, grass, and fern plugs by providing exceptional customer service, real-time availability, on-time delivery, the newest varieties plus time tested favorites and sustainable growing practices.
Position Summary
Our customer service representatives are the first point of contact for our customers--fielding questions, taking orders, and routing calls. We're looking for a flexible, creative person with a strong work ethic and native plant familiarity to help us maintain our reputation for superior customer service. This position primarily supports our horticultural wholesale growers as well as our ecological and landscape plug market.
Monday through Friday, 8:00 am–5:00 pm
To apply, please send resume or North Creek application to HR Manager at employment@northcreeknurseries.com
Essential Duties/Responsibilities
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Process orders, respond to quotes, and resolve customer inquiries in a timely and professional manner to enhance customer satisfaction |
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Create accounts for new customers and maintain the contact information with any customer updates |
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Provide customers with up-to-date information regarding shipments, availability, freight quotes, etc. |
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Respond to all inquiries; this may include availability requests, order adjustments, general plant information, contact information, shipping tracking, etc. |
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Send notifications of upcoming orders 2 weeks before scheduled date and manage customer questions and updates |
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Create and post availability each weekday morning |
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Assist Sales Managers by phone or text with information, order management and follow up with customers to build sales as needed |
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Communicate with the Accounting Department on changes to order payment and assist with obtaining credit card information for orders |
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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 |
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Assist with rescheduling and cancellation of orders; manage customer responses and requests for changes |
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Work closely with the Shipping Department to ensure orders are shipped as scheduled and manage claims for orders that get damaged in transit |
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Provide additional tracking information or other to customers as needed |
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Provide support in setting up customer events and organizing marketing materials |
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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 |
Knowledge / Skills Required
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Must have good computer skills; well versed in Microsoft Excel, Word, and Outlook and able to use the internet; ability to learn company specific software—integrated nursery software |
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Plant knowledge helpful but not required |
Desired Skills
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Is a good communicator; can organize thoughts well and express them in a clear manner; being professional and respectful in all communication |
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Invest the time and effort to do a good job; take pride in accomplishments |
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Exercise initiative and be able to work independently |
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Is a flexible team player with a "can-do" attitude; can be flexible and adaptable in approach to work |
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Strong work ethic, detail oriented, highly organized, able to prioritize and multi-task |
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Must be able to interact with different types of people, as our customer base is varied |
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Able to produce results in a sometimes-chaotic situation; stays calm in difficult situations |
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As a representative of the company, you must be dependable, consistent and positive |
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Willing to go the "extra mile" to ensure our customers' loyalty and return business |
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Maintain a clean working area ("starts clean, works clean, finishes clean") |
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Work in a safe manner, reporting any unsafe conditions or safety incidents |
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Follow and sustain LEAN Flow (a method for creating a more effective business by eliminating wasteful practices and improving efficiency) |
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Employ a Working Smarter program in day-to-day tasks |
