Customer Service Support

Express Seed Company was founded in 1982 as a full-service brokerage and supply chain manager that imports, processes, and distributes seeds, plugs, cuttings, liners, and more. From vendor to customer, our goal is to provide excellent service, solve problems, and help our customers be more profitable. Express Seed Company works primarily with medium to large-sized greenhouse growers, but also with contract growers, independent garden centers, and landscapers. Express Seed Company employs over 100 people in customer service, vendor relations, marketing, sales, logistics, and finance to serve thousands of customers. 

POSITION OVERVIEW:
The Customer Service Support position assists the Customer Service team who are responsible for providing total customer service including correspondence to customers, order entry, and facilitating orders. This role supports the Customer Service Representatives to ensure the successful completion of the order process for a specific group of customers. The Customer Service Support role will also help resolve customer service issues and questions in a timely and professional way to enhance customer satisfaction.

JOB DUTIES:
•    Effectively communicates with the Customer Service Representatives to establish overall customer satisfaction
•    Respond to written and email communications
•    Enter customer orders by identifying the product, quantity, and required delivery date
•    Accurately update and maintain customer information and order status
•    Maintain a database of customer special requests and item or product setup
•    Prepare periodic order status reports for customers
•    Interact with CRM and ERP tools to satisfy customer requests and support the Sales team
•    All other duties as assigned

QUALIFICATIONS AND EDUCATION REQUIREMENTS:
•    High school diploma or 2 years of experience in Customer Service or relevant experience
•    Advanced skills in Microsoft Office Excel and Word
•    Microsoft NAV, Peoplesoft, and/or ERP system experience is a plus 
•    Strong analytical and problem-solving skills 
•    Ability to work individually and in a team
•    Ability to handle multiple and diverse tasks under deadline pressure  
•    Ability to work with all levels of employees and management
•    Effective communication skills, both written and verbal
•    Strong organizational skills, attention to detail, and follow-through required 

PHYSICAL ENVIRONMENT & REQUIREMENTS:
•    Climate-controlled office or home office environment
•    Continuously requires vision, hearing, twisting, and talking
•    Frequently requires sitting, standing, fine dexterity, and handling
•    Occasionally requires walking, climbing stairs, lifting (up to 20lbs), carrying, reaching, kneeling, pushing/pulling, bending, and crouching
•    Rarely requires climbing