Customer Service & Garden Sales Representative
Peaceful Valley Farm & Garden Supply and Annie’s Annuals & Perennials
Remote, with optional workspace in Grass Valley, California
About Us
Peaceful Valley Farm & Garden Supply has helped gardeners and farmers grow successfully since 1976. Through GrowOrganic.com, our Grass Valley retail store and nursery, and AnniesAnnuals.com, we offer an extensive selection of organic gardening supplies, farm products, plants, seeds, orchard products, and unique seasonal varieties.
We are looking for an experienced customer service professional who enjoys helping gardeners, solving problems, and guiding customers toward the right plants and products.
Position Overview
The Customer Service & Garden Sales Representative assists customers of Peaceful Valley Farm & Garden Supply and Annie’s Annuals & Perennials by telephone, email, and customer support tickets.
This position helps customers select products, place and update orders, resolve shipping or product concerns, and understand company policies and guarantees. The representative will support two separate garden businesses and must learn the products, systems, and procedures associated with each.
This is a fast-paced position for someone who communicates clearly, stays organized, enjoys solving problems, and can provide thoughtful assistance to customers with a wide range of gardening experience.
Primary Responsibilities
- Handle inbound and outbound customer calls, emails, and support tickets promptly and professionally.
- Assist customers with products, plants, availability, pricing, ordering, shipping, returns, guarantees, and company policies.
- Process orders, estimates, changes, cancellations, credits, refunds, returns, and replacements accurately.
- Investigate and resolve delayed shipments, damaged products, missing items, billing discrepancies, plant concerns, and other order issues.
- Ask questions to understand each customer’s garden, growing conditions, goals, and product needs.
- Recommend suitable plants, gardening products, supplies, and alternatives without using high-pressure sales tactics.
- Research product and gardening questions using approved company resources rather than guessing, and escalate questions when reliable information cannot be confirmed.
- Maintain accurate and timely notes in the appropriate company systems documenting customer conversations, transactions, decisions, approvals, and follow-up responsibilities.
- Track open customer issues and complete necessary follow-up.
- Work with the customer service manager, warehouse, nursery, purchasing, accounting, e-commerce, and management teams to resolve customer concerns.
- Consistently follow the policies, guarantees, approval limits, documentation standards, and operating procedures established for each company.
- Protect confidential customer, payment, employee, and company information.
- Participate in product training, systems training, team meetings, and seasonal preparation.
What We’re Looking For
Ideal candidates will have at least 2 years of experience in customer service, e-commerce, retail sales, call-center work, order processing, gardening, nursery retail, or agricultural products.
We are looking for someone who has:
- Excellent spoken and written communication skills.
- Confidence using multiple computer programs, customer records, and browser windows.
- The ability to learn detailed information about plants, gardening products, company policies, and ordering systems.
- Dependable attendance and the ability to work efficiently during seasonal periods of high customer demand.
- Strong problem-solving skills and careful attention to detail.
- The ability to communicate calmly and professionally with frustrated or disappointed customers.
- Strong organization and follow-through when managing multiple open issues.
- A self-motivated work style and the ability to work independently while remaining responsive, accountable, and collaborative.
- Good judgment and a willingness to ask for assistance when information or authority is unclear.
- A genuine interest in gardening, plants, horticulture, organic growing, or agriculture.
- Experience with Shopify, Cin7 Core, Intercom/Fin, RingCentral, or similar systems is helpful but not required.
Schedule and Work Location
- Full-time
- Monday through Friday
- 8:30 a.m. to 5:00 p.m. Pacific Time
- Remote, with an optional onsite workspace in Grass Valley, California
Remote employees must have reliable high-speed internet and a quiet, professional workspace suitable for customer telephone calls and internal meetings.
Benefits
- Medical, dental, and vision insurance for eligible employees
- Paid vacation and sick leave
- Employee discount
- Ongoing product and systems training
- Opportunities for professional development and advancement
Benefits and eligibility requirements are subject to applicable company plans and policies.
Physical and Work Requirements
This position involves extended periods of computer work and communication by telephone, email, and customer support tickets. The employee must be able to manage frequent interruptions, changing priorities, and detailed customer matters while maintaining accuracy and professional follow-through.
To Apply
Please submit a current resume and a brief cover letter describing your relevant customer service, sales, order-processing, gardening, or e-commerce experience.
Job Type: Full-time
FLSA Status: Non-Exempt
Pay Range: $18.00 per hour - $22.00 per hour
Work Location: Remote, with optional onsite workspace in Grass Valley, California
Reports To: Customer Service Manager
Pay: $18.00 - $22.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: Remote
