Key Account Customer Care Specialist

Sun Gro Horticulture•Agawam, MA

7d•$50,000 - $53,000

About The Position

Reporting to the Customer Care Manager, the successful candidate will be responsible for establishing and maintaining profitable relationships with key customers by taking ownership of all customer interactions and ensuring customer requirements are fully met. This includes onboarding new accounts, EDI order processing and testing, SPS/key account portal management, dispute resolution, and delivering exceptional customer service while balancing customer and business needs.

Requirements

Able to work flexible, rotating production shifts 8/10/12 hours
Associate’s degree in a business-related field or High School Diploma/GED with equivalent business service experience
Minimum 2 years of related customer service experience
Proficiency in order entry and/or EDI order processing
Proficient in Microsoft Excel, Word, and Outlook
Strong customer focus and service mindset
Excellent verbal and written communication skills
Detail-oriented with strong organizational and time management skills
Ability to multitask in a fast-paced environment
Fluent in verbal and written English
Ability to follow direction and specific instructions
Good communication skills
Ability to safely perform heavy lifting up to 50 pounds on a routine basis
Comfortable with standing for extended periods of time
Must be able to work at heights and in confined spaces
Must be able to walk and/or stand 90% of the shift

Responsibilities

Establish and maintain strong, profitable relationships with key customers
Take ownership of customer interactions and ensure all customer requirements are met
Onboard new customer accounts and manage related documentation and setup
Process customer orders accurately, including EDI order entry and testing
Manage SPS and key account customer portals
Ensure accurate and timely processing of customer disputes
Provide exceptional service to internal and external customers
Communicate effectively with customers via phone and email using proper etiquette
Balance customer needs with business requirements
Build effective working relationships across all levels of the organization
Communicate and support change initiatives while removing obstacles
Prioritize tasks and manage time effectively in a fast-paced environment
Maintain attention to detail and accuracy in all work
General housekeeping duties
Additional duties as assigned by Supervisory staff