Customer Service Representative in Surrey at Hawthorne Gardening Co.

Date Posted: 1/2/2022

Job Snapshot

Job Description

At the Hawthorne Gardening Company (HGC) we want our people to empower more people to garden no matter where and how they choose to grow. We accomplish this by encouraging people to live happier, healthier lives through gardening. If you also feel this way then you’d fit in great with us!

Are you looking for a change?  Do you thrive in a fast-paced environment and like to have your hands in several cookie jars all at the same time?  If so, we are looking for you to join our customer service team here at Hawthorne Canada!

At the Hawthorne Gardening Company (HGC) we want our associates to empower more people to garden no matter where and how they choose to grow.  If you also feel this way, then you’d fit in great with us!

About the role :

As a Customer Service Specialist for Hawthorne, you are the first point of contact for our diverse client base that spans all across Canada.  We are searching for a dynamic, vibrant individual who thrives in a fast-paced and change driven environment that is the perfect fit for our amazing team and corporate culture.  You will have the ability to interact with customers and provide information and solutions for all types of inquiries about products and services.  You will serve as a communication/resolution point to handle and resolve any order issues via phone and /or email. You are responsible for providing and maintaining an excellent customer experience for all customers and have the ability to type orders and answer customer inquiries in a timely and efficient manner. 

Candidates must be prompt, hardworking, operate with a high level of integrity and project a professional, positive, "can do" attitude daily.

What you’ll do in this role:

  • Data entry (Entering orders into our company's software applications)
  • Talkdesk (Internal/ external telephone system for inbound/outbound calls regarding orders/customer inquiries)
  • Salesforce CRM - Manage incoming email communications surrounding customer orders- tracking, claims & general inquiries
  • Send and communicate order acknowledgements / confirmations to customer(s)
  • Communication with buyers regarding order fulfillment timelines, back-orders, and any other information related to the order
  • Work closely with departments; Sales, Logistics and Distribution to ensure customer orders & requests are being fulfilled to the fullest
  • Other duties as assigned
  • Tradeshow attendance as required

What you’ll need to be successful:

  • 2-3 Years of customer service experience preferred
  • Courteous and professional demeanor 
  • Comfortable with changing assignments as the business needs grow and change
  • Ability to multitask while completing multiple projects on time with excellent attention to detail
  • Excellent interpersonal communication skills with the ability to work collaboratively
  • Self motivated and driven with exceptional follow through
  • Exemplary customer service and problem resolution abilities
  • Ability to work with a wide range of personalities constructively
  • Proficient in PC (Microsoft, Word and Excel)
  • Experience with Salesforce, TalkDesk, Gmail & Banyan is a plus!
  • Hydroponic / Growing experience a Plus!
  • 40 hours Per Week- Monday-Friday
  • French speaking a plus!

What we do for you (just to name a few cool ones):

  • Up to 34 paid days off each year

    • 13 paid company holidays  

    • 12 paid vacation days (accrued monthly)  

    • 7 paid sick days (56 hours, accrued monthly)

    • 2 community service days

  • Three Medical plans to choose from with an option to participate in a health screening to earn substantial wellness incentives

    • Basic PPO Plan

    • Premium PPO Plan

    • High Deductible Health Saving Account (HSA) Plan with a company contribution

  • New hire benefits coverage begins within a month of your start date: Medical, Dental, Vision, Life Insurance, Vacation and Sick Time

  • Benefits are available to you, your spouse/domestic partner and your children

  • 401(k) company match up to 7.5% with immediate participation and vesting

  • Ability to purchase company stock at a 15% discounted price from market value

  • Fitness and nutrition reimbursements

  • Adoption, fertility and surrogacy assistance

  • 10 weeks of Parental Leave (4 weeks paid and 6 weeks unpaid)

  • Tuition reimbursement for Professional Certifications, Associate and Bachelor degree programs, and Graduate degree programs

  • To view all of our great benefits, click here

* Eligibility for the above benefits may vary based on full-time/part-time status or additional factors.

Hawthorne Canada is strongly committed to Diversity and Inclusion, and we aim to create a healthy, accessible and rewarding work environment for our associates.

We thank all candidates for their interest; however only those selected to continue in the process will be contacted.


Not interested in this role? Check out our other career opportunities and learn more about what it’s like to work at Scotts MiracleGro by accessing our Talent Network: SMG Talent Network

The Scotts Miracle-Gro Company (NYSE: SMG) is the world's largest marketer of branded consumer lawn and garden products, with a full range of products for professional horticulture as well. Scotts Miracle-Gro has helped to grow the nearly $7 billion global consumer lawn and garden market through product innovation, industry-leading advertising efforts and its trusted brands.

The brands and products within our portfolio include: Scotts, Miracle-Gro, TomCat, Ortho, RoundUp, Bonnie Plants, Osmocote, Earthgro and Fafard.

Scotts is an EEO Employer.

Notification to Agencies:

Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.