Manager, Customer Service in Ontario, CA at Hawthorne Gardening Co.

Date Posted: 7/10/2019

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 Customer Service Manager who will grow at our Ontario, Ca facility.

Manages a staff of customer service representatives and ensures that customers are retained, satisfied, and that their needs are fulfilled.

In this role you will:

  • Ensuring customer service practices are well established and followed by customer service employees;
  • Responsible for staff training;
  • Responsible for implementing improved process or operational policies;
  • Relies on experience and judgment to plan and accomplish goals;
  • Provides customer satisfaction through effective interactions;
  • Monitor sales to recognize new sales opportunities to review with staff;
  • Strives for one-call resolution;
  • Answer, close, and process inbound customer service calls;
  • Demonstrate positive and cooperative behavior with customers, staff and coworkers;
  • Monitor staff to maintain productivity, quality, and punctuality standards;
  •  Explore customer options and explain and support policies;
  • Follow up with customer to ensure all issues are resolved in a timely and efficient manner;
  • Recommends changes to products or services to fulfill customer needs.

The perfect person will have:

  • Four years managing a team in a fast paced business environment.
  • Comfort with a high level of key decision making on a daily basis.
  • Proven history of leadership, employee development, conflict resolution, and accountability to achieve/exceed goals and performance.
  • Possess excellent written, verbal, communication, and interpersonal skills with a customer service focus.
  • Detail oriented and organized in work. Good data entry/computer skills, proficient in MS Outlook, Word and Excel.  
  • Ability to develop, implement, and efficiently utilize relevant departmental measurement tools and reports.
  • Great phone presence and a team player with a positive and friendly demeanor.
  • Must also be able to work in a fast paced environment doing order entry, pricing and coordinating the tracking of orders.
  • Ability to work internally with multiple departments such as sales, operations, warehouse, returns and accounting departments in order to ensure the highest level of customer satisfaction.
  • Large distribution company experience strongly preferred.

This is what we will bring to the table:

  • Extremely competitive benefits including: Health, Dental and Vision coverage
  • Discounted gym memberships across the U.S.
  • A highly energetic and fast paced environment at a rapidly growing company
  • Unbelievable 401K match and discounted stock purchasing program
  • 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.


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