Job Title: Customer Service Coordinator
Company: Fedco Seeds
Location: Clinton, Maine
Branch: Organic Growers Supply (OGS)
Job Type: Part- to Full-time, depending on the season
Pay Level: Grade 4 ($27.42/hr)
Position Overview:
The Customer Service Coordinator provides exceptional service to Fedco customers through phone, email, and in-person interactions. This role is part of a small team supporting customer satisfaction by assisting with orders, resolving issues, maintaining the retail store, coordinating order fulfillment, and creating a welcoming shopping experience. The ideal candidate is an effective communicator with strong organizational skills and an interest in gardening, sustainable agriculture, and cooperative business. This position will be full-time during the spring shipping and receiving season (January-May) and part-time the rest of the year, with opportunity for more hours as the business grows.
Responsibilities:
Customer Experience
- Engage with customers via phone, email, and in-person interactions.
- Assist customers with order placement, modifications, tracking, returns, exchanges, and refunds.
- Proactively communicate crop failures, stock-outs, and other fulfillment issues, and adjust customer orders as needed.
- Maintain an in-depth understanding of Fedco’s products and services to answer questions and make recommendations.
- Resolve customer concerns in collaboration with Branch Coordinators and warehouse staff.
- Share recurring customer feedback and frequently asked questions with product teams.
- Work cashier shifts at the annual Common Ground Country Fair.
Retail Store
- Create a welcoming atmosphere by greeting customers and offering help and support.
- Operate the cash register, process payments, and reconcile daily sales.
- Maintain a clean, organized, and well-stocked retail space.
- Restock shelves, front products on the shelf, monitor inventory levels, and ensure accurate pricing and signage.
- Set up seasonally appropriate promotional displays, end caps, and materials for special promotions, sales, or new product launches.
- Coordinate with other Fedco branches to maintain seasonal inventory of garden seeds and plants.
Order Fulfillment
- Organize and coordinate customer order pickups.
- Communicate order changes and special requests with the warehouse and product teams.
- Track and process order returns and exchanges, and issue refunds as needed.
- Coordinate with Purchasers and Product Coordinators to fulfill special order requests, including custom amendment mixes.
- Support Fedco’s Soil Testing & Organic Fertilizer Recommendation Service by sending out testing kits and following up with prescribed soil recommendations.
Freight & Logistics
- Obtain freight quotes using a variety of carriers and shipping platforms.
- Coordinate shipments by selecting appropriate carriers based on cost, service level, and delivery requirements.
- Prepare and maintain shipping documentation, including Bills of Lading (BOLs) and other required freight paperwork.
- Schedule freight pickups and coordinate shipment timing with carriers, warehouse staff, and customers.
- Track freight shipments, communicate shipment status to customers, and assist in resolving delivery issues or claims.
- Maintain accurate records of freight transactions, shipping costs, and carrier information.
Documentation
- Maintain accurate customer information and accurately track customer interactions in the customer database.
- Document customer feedback and quality issues with relevant teams to improve operations and customer satisfaction.
Qualifications
- Knowledge of or interest in gardening and sustainable agriculture.
- Customer service experience, preferably in agriculture or retail.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong organizational skills and attention to detail.
- Proficiency with point-of-sale systems, spreadsheets, and standard office software.
- An understanding of cooperative values and a willingness to work in a cooperative structure.
Fedco is an equal-opportunity employer. We do not discriminate based on marital status, race, color, creed, gender, gender identity, sex, sexual orientation, religion, national origin, citizenship status, age, veteran status, physical or mental disability, familial status, domestic violence status, or any other status protected by law.
Job Types: Full-time, Part-time
Pay: $27.42 per hour
Benefits:
- 401(k)
- On-the-job training
- Paid time off
Shift:
Experience:
- Agriculture: 1 year (Required)
- Customer service: 2 years (Required)
Language:
Ability to Commute:
- Clinton, ME 04927 (Required)
Ability to Relocate:
- Clinton, ME 04927: Relocate before starting work (Required)
Work Location: In person
