What are the responsibilities and job description for the E-Commerce Craftsman position at Monrovia?
About Us:
At Monrovia we are dedicated to creating a more beautiful world by selecting and growing plants of superior quality. We know that creating a beautiful garden or landscape is about connecting to the beauty of nature. We use our hearts, minds, and hands to nurture plants for all types of landscapes. Our passion for plants, use of natural processes, and our years of experience result in plants that enable consumers to achieve a landscape of exceptional beauty and share in the joy that comes from creating healthy living spaces.
At Monrovia we are dedicated to creating a more beautiful world by selecting and growing plants of superior quality. We know that creating a beautiful garden or landscape is about connecting to the beauty of nature. We use our hearts, minds, and hands to nurture plants for all types of landscapes. Our passion for plants, use of natural processes, and our years of experience result in plants that enable consumers to achieve a landscape of exceptional beauty and share in the joy that comes from creating healthy living spaces.
About the Role:
The Ecommerce Craftsman supports the day-to-day operations of Monrovia’s growing Ecommerce program. This craftsman owns customer service across online channels, keeps inventory feeds accurate, and supports order management and online merchandising. Reporting to the Director of Ecommerce, the Ecommerce Craftsman works closely with marketing, IT, area growers, and the fulfillment teams at our Oregon, California, and Georgia Nurseries. As fulfillment expands and new sales channels are added, this role sits at the forefront of one of the fastest-growing parts of Monrovia’s 100-year-old business. Occasionally the Ecommerce Craftsman will support the launch of new sales channels and partner portals as the program expands.
What You’ll Do:
- Own customer service across Monrovia.com, partner channels, and social media, answering questions and resolving shipping issues and complaints by phone, email, and chat
- Handle damaged, dead-on-arrival, or late shipments, including refunds, replacements, and carrier claims
- Own inventory feed accuracy by partnering with area growers and inventory teams to ensure plant availability is reported accurately and to identify plants that need to be removed from feeds
- Support daily order management, partnering with IT on order automation and flow, and with the Oregon, California, and Georgia Nursery fulfillment teams to keep orders shipping smoothly
- Support merchandising by partnering with marketing to add new items and keep descriptions, images, and prices current; track and report on order issues, claim rates, and inventory feed errors
- Work with Craftsmen in a collaborative, rewarding, and quality-focused environment
Who You Are:
- Comfortable working in large Excel files (filters, lookups, bulk uploads) and proficient in Outlook and Word
- Demonstrated ability to de-escalate and resolve customer service issues with empathy and good judgment
- Ability to prioritize multiple tasks, self-manage, and follow up on incomplete work
- Strong attention to detail when working with orders, inventory feeds, and product content
- Shopify admin experience preferred, along with familiarity with partner portals
- Excellent verbal, written, and interpersonal communication skills
- Self-motivated and proactive with a can-do attitude and commitment to excellence
- Associate degree or higher, or equivalent experience
- 1-2 years in customer service, Ecommerce, or order management
- Experience with partner-channel or marketplace order processing a plus
- Knowledge of plants, home gardening, or horticulture required
AMERICANS WITH DISABILITY SPECIFICATIONS
Physical Demands and Work Environment:
Physical Demands and Work Environment:
- The physical demands described here are representative of those that must be met by a craftsman to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the craftsman is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
- Must be able to lift 15 pounds.
- Work environmental characteristics described here are representative of those that must be met by a craftsman to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the craftsman is not exposed to weather conditions.
- The noise level in the work environment is usually moderate.
- Travel may be required.
Benefits and Compensation at Monrovia:
- Competitive salary
- Comprehensive benefits package - medical, dental, and vision coverage for employees and dependents.
- 401(k) retirement plan with employer match.
- Generous paid time off program and paid company holidays.
- Professional development support including certification reimbursement and conference attendance.
- A value-driven culture that genuinely believes people and plants both need the right conditions to grow.
- You’ll be able to purchase Monrovia plants for your own garden at 20% off wholesale prices.
At Monrovia, we not only grow the most beautiful plants – we also grow careers. Come grow with us.
Monrovia is an Equal Opportunity Employer. We comply with all applicable labor laws, both State and Federal. We are committed to maintaining a workplace that is safe, inclusive, and free from harassment or discrimination. We celebrate diversity and are committed to creating a GREAT environment for all employees.
Monrovia is an Equal Opportunity Employer. We comply with all applicable labor laws, both State and Federal. We are committed to maintaining a workplace that is safe, inclusive, and free from harassment or discrimination. We celebrate diversity and are committed to creating a GREAT environment for all employees.