ECOMMERCE CUSTOMER SERVICE REP - East Coast Based
Overview: GrowGeneration is one of the largest retailers of hydroponic products in the United States and is engaged in the business of marketing and distributing horticultural, organics, lighting and hydroponics products, including lighting fixtures, nutrients, seeds and growing media, systems, trays, fans, filters, humidifiers and dehumidifiers, timers, instruments, water pumps, irrigation supplies and hand tools.
Position Reports To: Ecommerce Manager
Purpose of Position: Covers a variety of duties related to online sales including customer service, cultivation and product advice, fulfillment, order processing, sourcing and shipment tracking.
Essential Duties and Responsibilities:
Manage support channel (Zendesk) and customer inquiries and complaints via phone and email.
Help desk resources and advice; resolving problems; detecting and diagnosing order problems.
Manage item returns/return process including return materials authorizations from start to finish
Maintain website inventory including adding, updating, maintaining and removing products from online catalog. Set inventory levels and monitor discontinued or back-ordered items.
Enter tracking info, monitor shipping/tracking by communicating with representatives
Prospect and delegate sales leads through Zendesk/email/phone inquiries
Quote and negotiate sell price
Order Processing: Review orders, security checks, verify stock, order products through distributor sites, invoice customers, update product orders, cancel orders, enter tracking information, process payments, enter order info in multiple systems
At least 2 years of cultivation experience highly preferred
Experience in horticulture industry A MUST!
High customer service orientation
Access to quiet office with high-speed internet
Detail-oriented and strong analytical skills
Strong written and verbal communication skills
Strong problem-solving and organizational skills
Ability to work effectively in a team and independently
Proficiency working with OS, Magento, DDI and Windows platforms preferred
Proficiency in Word and Excel
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Compensation includes a salary commensurate with experience, eligibility for additional compensation by way of Annual Bonus Program, participation in group health and dental insurance plans upon eligibility, employer match in a company sponsored 401(k) plan, expense account, paid time off and more.
Criminal background checks are part of the GrowGeneration hiring process.