Customer Success Representative

Please apply directly on our website: https://www.armstronggarden.com/careers/customer-success-representative

Position Overview

We are seeking a highly motivated, horticulturally minded Customer Success Representative to join our team! In this role, you will be the vital link between Armstrong Growers and our customers who include independent garden centers, commercial and landscape professionals in the state of Arizona.

You will serve as the primary point of contact, ensuring exceptional service that includes selling plants, fluid communication, and flawless execution throughout the order placement, delivery and follow up process.

The ideal candidate possesses a deep passion for customer relationships, a strong understanding of retail nursery dynamics (including seasonal availability and plant quality standards), and the ability to thrive in a fast-paced wholesale horticultural environment.

Key Responsibilities

• Build and maintain strong, trust-based relationships with retail managers, garden center buyers, and landscape professionals through proactive phone and email communication.
• Provide high-touch service via phone, email, and internal communication channels to manage seasonal color programs, bench run orders, and custom growing agreements.
• Proactively calling customers to discuss and present programs or specific plants as well as ability to move any items that are on our long-list
• Process high-volume customer orders accurately and efficiently
• Guide customers through rapidly shifting weekly availability lists, advising them on plant quality, readiness, pricing, and strategic substitutions.
• Collaborate daily with our production, growing, shipping, and logistics teams
• Maintain accurate customer records, order details, and communication notes.
• Handle daily customer order requests, delivery updates, credit requests, and quality concerns professionally, efficiently, and in alignment with Armstrong’s commitment to premium quality.

Qualifications

• Minimum of 5 years of experience in sales, account management, or customer service (wholesale nursery or retail garden center experience is highly preferred).
• Strong familiarity with ornamental and houseplants plants, seasonal color and general horticulture. Ability to speak confidently about plant varieties and readiness.
• Microsoft Excel skills required to manage sales analysis (an Excel assessment will be administered).
• Exceptional phone presence and written communication skills
• Must be comfortable doing Zoom or Teams calls to do live presentations to customers
• Proven ability to multitask and maintain a positive, team-oriented attitude
• Experience working with order entry, ERP systems, or live inventory databases is a plus.
• Maintaining databases ongoing
• Ability to travel occasionally (up to 10%) to visit regional production facilities or retail customer locations in Southern California.

Desired Skills

• Great personality, friendly and willing to help with any task that may arise
• Comfortable picking up the phone to call customers to ask for the order or set up calls
• Ability to work through challenging situations clearly and effectively
• Problem solving skills
• Comfortable collaborating across diverse teams, including production, operations, growers, drivers, and retail corporate buyers.
• Order accuracy to minimize returns and credits

Work Environment

• Full-time position
• Remote position with regular customer interaction via phone and email
• Fast-paced horticultural/growing environment with seasonal demands

Benefits

• Competitive compensation based on experience
• Health benefits and paid time off
• Opportunity to grow within a well-established horticultural organization

Pay: $70,304.00 - $71,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Paid training
• Vision insurance
• Work from home

Experience:

• Customer Service & Sales: 5 years (Required)
• Horticulture: 1 year (Required)
• Account management: 1 year (Required)

Work Location: Remote

Salary : $70,304 - $71,000