WHO ARE WE?
Hydrofarm is a leading distributor and manufacturer of hydroponics equipment, supplies and plant nutrition for controlled environment agriculture. Our catalog includes high intensity grow lights, energy efficient LEDs, climate control solutions, and growing media. We have a broad range of innovative and proprietary branded products.
We encourage every team member to think big and play a part in our success. We believe that people matter most - because it’s our people who drive our business, engage with our customers, and continue to transform our company. We are looking for the best talent to join our industry benchmark customer service team. While we work hard, we thrive in an environment of fun and positivity.
JOB SUMMARY:
The Customer Service Representative I (CSR I) position is responsible for data entry, order processing, customer order management, general sales order and fulfillment inquiries via telephone, email, website and Olark live chat platform. You will mentee with CSR II and CSR III mentors to be empowered to deliver an excellence level of care and support with customers, vendors, guests and Hydrofarm colleagues. Miscellaneous administrative duties may be assigned.
DAILY DUTIES & RESPONSIBILITIES:
- Provide and maintain an excellence driven standard of care and support to all customers, vendors, guests, and colleagues on a constant and continuous basis.
- Maintain excellent, helpful, and supporting communications with customers and colleagues via telephone, email, internal colleague Microsoft Teams platform and external customer Olark live chat platform.
- Learn and uphold standard operating processes for fulfillment of customer purchase orders.
- Provide varying quotations as requested by customers and sales managers.
- Maintain a digital file system for all customer correspondence related to sales orders.
- Resolve routine and basic problems and clearly communicate solutions and/or requested information back to customers
- Process basic invoice adjustments
- Begin developing knowledge base for capitalizing opportunities within customer order fulfillment and by attending specialized training and product education sessions detailing how Hydrofarm products are used and sold within our industry.
- Performs other related duties as assigned.
TRAINING AND SUPERVISION:
- Robust 1-on-1 training plan that is designed to empower a successful Hydrofarm career journey of partnerships, responsibility, and regional order processing ownership
- Performs semi-routine duties where some judgment is required when communicating with customers, sales managers and Hydrofarm colleagues.
- Work is performed under defined and uniform procedures.
- Training and regional support provided by the Regional Customer Service Lead and CSR mentors.
- Attendance supervised by the Regional Customer Service Lead and National Customer Service Supervisor.
- Order processing and work directives supervised by the National Customer Service Supervisor.
MINIMUM REQUIREMENTS:
- 1-2 years customer service experience. May be flexible for highly motivated and skilled candidates.
- High school diploma or equivalent
- Typing skills (40-50 wpm).
- Ability to deal tactfully and professionally with a variety of customers.
- Helpful, pleasant, and positive attitude within all communication platforms – Chat, Email, Phone – is required.
- Must be able to multi-task varying items and maintain quality work outputs.
- Works exceptionally well independently and within a team.
- Regular, reliable & punctual attendance is essential (Overtime required as needed).
- Experience with Microsoft Office including Excel, Teams, Word
- Microsoft AX Experience a plus!
PHYSICAL DEMANDS:
- The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
- The customer service department is currently working remotely (aka Work from Home)
- The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Dress for this customer engaging position is business casual due to video capabilities of varying software platforms in use.
