Manager, Customer Service in Vancouver, WA at Hawthorne Gardening Co.

Date Posted: 8/2/2020

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!

We are looking for a Manager, Customer Service who will grow at the Vancouver, WA headquarters.

The Customer Service Manager will be supporting our retail partners.  A strong service background and credentials are required.  Industry experience is highly preferred.  You will be working in a fast-paced environment. This is a full time permanent position. 

In this role you will:

  • Manage a team that provides customer service support to B2B customers through a variety of avenues in order to accomplish the following tasks:

    • Exceed customer expectations with a true commitment to service

    • Manage customer needs/requests timely and efficiently with a goal of delivering an exceptional experience.

    • Receive inbound and make outbound phone calls, emails, texts, and chat.

    • Demonstrate friendly, professional, positive and cooperative behavior with customers, co-workers, management, etc.

    • Meet productivity, quality and punctuality standards.

    • Prompt follow up and return phone calls with customers to ensure all their needs have been met or exceeded.

    • Learn & embrace processes, procedures and product knowledge training in order to be as effective as possible in the Customer Service role.

    • Look for new opportunities to improve the customer experience throughout the Hawthorne organization.

  • Work cross functionally with Sales, Finance, and Supply Chain teams to ensure a very high level of service and communication. 

  • Use various computer programs to enter,including SAP, to access and process customer orders and information.

  • Build a positive and motivated team that will be capable of keeping up with a highly technical and fast-changing industry. 

  • Manage special projects that help push the team into greater efficiency and effectiveness 

The perfect person will have:

  • B.S. in Business Administration is preferred. Will consider equivalent experience.

  • Minimum of 2 years relevant experience in customer service or account management.

  • Experience in a distribution company

  • Experience with SAP

  • Experience in the indoor gardening industry

Some other nice to have’s:

  • Superior analytical and troubleshooting skills.

  • Must have advanced Excel proficiency.

  • Ability to work cross-functionally within the organization as well as with customers.

  • Strong PC skills; ability to use Microsoft Office suite. 

  • Professional presence; ability to communicate effectively via phone & email.

  • Willingness to work evenings and weekends as necessary in peak periods

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

  • Offer extremely competitive benefits including: Health, Dental and Vision coverage.

  •  Fitness club reimbursement ($350/ Individual & $500/Family)

  • Starting day one, 401K match (up to 7.5%) and discounted stock purchasing program (15% discount).

  • Our commitment to diversity and inclusion includes four employee resource groups: Scotts Women’s Network, Scotts Black Employee Network, Scotts Veterans Network and Scotts Young Professionals.

  • Generous vacation day policy in addition to 11 holidays


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

The Hawthorne Gardening Company is a start-up company focused on hydroponic gardening. Dedicated to creating high quality products founded in social and environmental responsibility. Backed by the largest lawn and garden company in the U.S. (Scotts Miracle-Gro, NYSE: SMG) we bring new ideas, values, and culture to our endeavors without the constraints of a large corporation. We are an energetic, progressive-minded, sustainability-focused group of highly-motivated individuals, eager to share our love of gardening with the world.

The brands and products within our portfolio include: Sunlight Supply, General Hydroponics, General Organics, Vermicrop, Botanicare, AeroGarden, CanFilters and Gavita Lighting.

Hawthorne Gardening Company is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Notification to Agencies:

Please note that the Hawthorne Gardening 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 Hawthorne Gardening Company will not consider or approve payment regarding recruiter fees or referral compensations.