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Form of workWe seek the industry's best and brightest talent to join our team. Griffin offers a collaborative work environment, competitive salary, and benefits package including 401k/profit sharing, retirement plan, paid vacation, paid holidays, and more.
Customer Service Representative Construction Job Summary: Under direct supervision from the Corporate Customer Service Manager, this position is a member of the Griffin Sales Team who proactively manages the business within their region. Customer Service Representatives provide inside service to both our outside sales representatives, vendors, and our customers.
Essential Duties and Responsibilities: Include the following. Other duties may be assigned or required by management.
- Responsible for being the front-line support and order process expert for construction sales representatives and customers.
- Manage orders including order entry, acknowledging orders, order changes, status checks, order tracking, RMAs, and returns.
- Ensures that customer credit, tax, and pesticide license status is up-to-date and provides appropriate personal with any changes before finalizing order.
- Works with warehouse staff to verify status of physical inventory verses computer information and coordinates transfer of product from branch-to-branch when necessary; follows through with warehouse to ensure completion of tasks.
- Makes certain that all orders are entered in a timely manner, minimizing the occurrence of delayed or missing delivery dates.
- Reviews all orders with customers at time of order entry and advises of back-ordered items or below minimum deliveries.
- Increases knowledge of product line, computer upgrades, and computer processes by reading company newsletters, Gazette’s, and asking questions.
- Perform daily transactions in Prelude and Griffin’s order management program.
- Provides current payment balances, payment transactions, and payment history status.
- Drive order integrity of customer accounts throughout the entire business year. This involves, but is not limited to, managing orders, substitutions, and returns.
- Responsible for timely communication via email and phone with sales representatives, customers, and vendors.
- Communicate related vendor information to customers.
- Maintain and build positive relationships with management, customer service team, sales force, customers, and vendors.
- Manage time to effectively handle and prioritize multiple inbound and outbound calls, solve customer issues, and complete daily activities.
- Provide recommendations for problem resolution.
- Provide back-up for team members as needed.
- Participate in special projects as requested.
- Identify system issues, enhancements, and recommend solutions to help exceed customer expectations.
- Assist in system testing and training.
- Willingly work additional hours during the busy season, or complete tasks outside of the job description as the yearly business cycle dictates.
- This position requires regular and reliable attendance and adherence to work and lunch schedules; this is an in-office position.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The candidate must have the following competencies:
- Customer Focus: Candidate must be dedicated to meeting and exceeding the expectations and requirements of our customers. Acts with customer in mind and establishes and maintains effective relationships with customers to gain their trust and respect.
- Business Acumen: Candidate must know how businesses work; will learn who the competition is; is aware of how strategies and tactics work in the marketplace.
- Resilience: Candidate must be able to recover rapidly from adversity or change; must have the ability to bounce back from difficult situations; have the capacity to make realistic plans and take steps to carry them out; candidate must have confidence in his/her strengths and abilities.
- Drive for Results: Can be counted on to meet and exceed goals successfully.
- Team Focused: Maintain and build positive relationships with management, customer service team, sales force, customers, and vendors and exhibit a passion for continued success.
Education and/or Experience: High School diploma or GED. Previous customer service experience preferred, must possess the skills required to work in a fast-paced environment where a high level of pressure and stress due to constant changes may be involved. Must show the ability to learn quickly with minimum supervision. Must demonstrate proven telephone, customer service and computer skills with ability to multi-task and maintain composure in difficult and stressful situations. Horticultural exposure and/or experience desirable. Must enjoy fast paced, dynamic work situations.
Communication Skills: Demonstrate self-management skills and effectively communicate work status, issues, risks, problems, and any underlying process problems to the Manager through meetings, status reports, email, or other processes, as prescribed. Must be able to communicate in English clearly and effectively.
Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations.
Establishing and Maintaining Interpersonal Relationships: Must possess the ability to work with various personalities and maintain good relations with management and other staff members. Must be able to maintain composure during stressful and often changing environments. Must be able to work effectively and calmly with short deadlines and situational conflicts.
Organizational Skills: Must demonstrate the ability to prioritize, multi-task, and problem solve. Strong attention to detail and excellent proof-reading skills.
Attendance/Punctuality: Attendance and punctuality are required. Must arrive at work on time and stay through the entire workday. Arrives at meetings and appointments on time. Works extra hours when required. Ensures work responsibilities are covered when absent.
Computer Skills: Experience with Microsoft Office, Intermediate Excel Skills, and Business Operations Computer Systems.
Certificates, Licenses, Registrations: None Required
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to sit in a chair at a desk/workstation for several hours at a time utilizing computer, computer printed reports, and telephone. On occasion may need to lift up to 10 pounds.
Supervisory Responsibilities: This position does not supervise other employees.
Equal Employment Opportunity: In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Griffin will be based on merit, qualifications, and abilities. It is the policy of Griffin not to discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, veteran status or any other protected classification under law.
Griffin is EOE/ADA and E-Verify compliant.
