Customer Service Manager
About The Position
The Plant Company (TPC) is seeking a hands-on Customer Service Manager to lead their Customer Service and Inside Sales team. This role involves coaching employees, providing support to customers, Sales, and Operations, and ensuring smooth order processing, accurate information, and clear communication. The manager will be involved in daily tasks, setting priorities, developing employees, and stepping in to assist with order processing or coverage as needed. This position is crucial for connecting customer needs with Sales commitments and operational execution, ensuring accurate order entry, timely communication of changes, prompt resolution of inquiries, and effective follow-through from order entry to fulfillment.
Requirements
- A hands-on leadership approach: comfortable setting expectations, holding employees accountable, and working alongside the team.
- Strong customer service, problem-solving, and conflict-resolution skills.
- Clear written and verbal communication skills.
- Ability to build positive relationships with customers, Sales, Operations, and other departments.
- Strong organization, attention to detail, and follow-through while balancing customer requests and internal support needs.
- Experience with ERP, CRM, order-management, or similar business systems.
- Ability to learn new technology.
- Ability to coordinate work across departments, clarify information, and follow issues through to resolution.
- 3–5 years of customer service, order management, account support, or related experience.
- Previous experience leading or supervising a customer service or order-management team required.
Nice To Haves
- Experience in a high-volume customer service, manufacturing, distribution, horticulture, or similar operational environment.
- Experience using both ERP and CRM systems.
- Bachelor’s degree in Business, Management, Communications, or a related field preferred; equivalent relevant experience considered.
Responsibilities
- Lead, coach, and develop team members.
- Organize daily workloads and build reliable coverage through cross-training.
- Support customers, Sales, and Operations with order processing, questions, changes, and issue resolution.
- Oversee accurate customer account setup, order entry, invoicing, and sales order closeout.
- Support orders across various account types including garden center, grocery, contract growing, e-commerce, and Home Depot.
- Support contract-growing order coordination, drop shipments, and related purchase order entry.
- Partner with Sales, Operations, Shipping, Growing, and Purchasing to clarify requirements, communicate changes, and resolve time-sensitive issues.
- Maintain accurate customer and order information in ERP, CRM, and other business systems.
- Improve procedures and handoffs to strengthen customer service and internal support.
- Identify improvements based on response times, order accuracy, workload, and recurring issues.
- Travel up to 20% to support TPC’s participation in trade shows.
Benefits
- Opportunity to develop people.
- Opportunity to improve how teams work together.
- Opportunity to make a visible difference for customers and colleagues.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
