Consumer Services Coordinator in Marysville, OH at ScottsMiracle-Gro

Date Posted: 5/8/2020

Job Snapshot

Job Description

Here at Scotts Miracle-Gro there is no such thing as a typical day.  Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace.  Every Associate plays an important role in providing innovative solutions for today’s gardeners and growers and contributing new ideas to improve operations. In our company you need grit, it is what we were founded on over 150 years ago and is what keeps us growing. Regardless of your level in the organization there is a platform for your voice to be heard and the ability to influence change. Family, community and hard working values are weaved into all that we do. Come grow with us, where we develop and nurture the next generation of leaders. ​

The Consumer Services Coordinator is responsible for providing support to our consumers, contact center vendors and internal stakeholders through various contact channels. This position is responsible for a variety of support responsibilities including first level contact support, email and mail fulfillment, product ordering, and social support across all product lines including our L&G products and IOT devices.

In this role you will:

  • Assists with consumers via digital correspondence, emails, escalated emails, social media, chat, telephone, mobile and any other emerging technology venues;
  • Understands all SMG product lines for support purposes - includes IOT devices and apps;
  • Performs all activities of the fulfillment process including incoming mail, proofing and prepping print jobs, reconciliation of discrepancies, and unclaimed funds. Insures the accuracy of all outgoing correspondence;
  • Assists first level contact center team with consumer issues, policies and procedures;
  • Recommending products and placing customer orders for products;
  • Quality reviews of case documentation;
  • Responsible for a variety of projects and tasks as deemed necessary for optimal consumer experience. Projects can include writing product and process scripts and interacting with internal partners on specific consumer facing projects;
  • Assists and/or trains staff as necessary on procedures, product information;
  • Assists with a variety of CRM and database maintenance functions.

The perfect person will have:

  • Associates Degree or equivalent experience;
  • Technologically savvy (computers, mobile phones and other electronic devices);
  • Ability to quickly understand and adopt changing technology including use of IOT devices that work through cloud software;
  • The ability to multi-task and good organizational skills suited for dealing with a number of cross-functional areas;
  • Ability to learn and effectively utilize multiple platforms - Magento, Epowercenter, Apps, Sprinklr, Native SMG platforms;
  • Ability to read and process information quickly and accurately with attention to detail;
  • Must possess good judgement, initiative, strong work ethic and dependability.

Some other nice to have’s:

  • Experience utilizing Contact Management System tools a plus;
  • Previous experience in a product support customer service environment preferred.

Not interested in this role? Stay up to date on future opportunities by joining our ScottsMiracle-Gro and Hawthorne Gardening talent networks.

Scotts 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 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.