Key Account Customer Service Representative

Company Description

Dewar Nurseries is a leading wholesale nursery specializing in flowers and fruiting plants for major retailers across more than 20 states. For over 62 years, we have combined horticultural expertise, innovation, and an unwavering commitment to quality to help create beautiful gardens and landscapes nationwide. At Dewar, we believe in making the world a more beautiful place—one plant at a time.

Role Description

The Key Account Customer Service Representative serves as a primary liaison between key customers and internal departments, ensuring exceptional customer service and efficient order management. This role is responsible for managing customer inquiries, processing orders and EDI transactions, coordinating with transportation and accounting teams, and maintaining accurate records to support daily business operations.

Pay Range: $65,000 – $75,000 annually, commensurate with experience and qualifications.

Responsibilities

• Respond promptly and professionally to customer emails, questions, and inquiries.
• Communicate regularly with the Accounting Department regarding orders, credits, billing matters, and customer concerns.
• Generate and distribute daily reports to support sales, operations, and customer service activities.
• Process and transmit Electronic Data Interchange (EDI) transactions accurately and efficiently.
• Upload customer orders and verify order accuracy and completeness.
• Research and retrieve information related to customer orders, inventory availability, deliveries, and special requests.
• Coordinate with the Transportation Department to monitor shipments, delivery schedules, and resolve issues as they arise.
• Maintain accurate records of customer communications, transactions, and account activities.
• Investigate and assist in resolving order discrepancies in a timely and professional manner.
• Provide administrative and customer service support for additional projects and responsibilities as assigned.

Qualifications

• Bachelor's degree in Business Administration, Management, Supply Chain Management, Marketing, Communications, or a related business field required.
• Proficiency in Microsoft Office, particularly Microsoft Excel, including spreadsheets, pivot tables, VLOOKUPs, and data analysis functions.
• Excellent verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to effectively multitask and prioritize responsibilities in a fast-paced environment.
• Strong problem-solving abilities and the capacity to quickly locate, analyze, and communicate information.
• Customer-focused mindset with a professional and positive attitude.

Preferred Qualifications

• Bilingual (English/Spanish) skills
• Previous customer service, order processing, account management, or administrative support experience.
• Experience with EDI systems and ERP platforms, including Starcom Enterprise, is preferred.
• Experience coordinating with multiple departments in a distribution, manufacturing, wholesale, or key account environment is a plus.