Consumer Services Coordinator in Marysville, OH at ScottsMiracle-Gro

Date Posted: 3/26/2021

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, email and mail fulfillment, product ordering, and social support across all product lines including our L&G products and IOT devices.

  • Performs all activities of the fulfillment process including incoming mail, proofing and preparing print jobs, reconciliation of discrepancies, and unclaimed funds. 

  • Maintains product replacement parts availability

  • Maintains effective relationship with external partners for fulfillment

  • Reports financial numbers to appropriate departments

  • Ensures the accuracy of all outgoing correspondence

  • Review case documentation for data quality and provide feedback 

  • Basic understanding of all SMG product lines for support purposes

  • Responsible for a variety of projects and tasks as deemed necessary for optimal consumer experience. 

  • Assists and/or trains staff as necessary on procedures

  • Assists with a variety of CRM and database maintenance functions

  • 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

  • Flexibility to work weekends and alternate hours as required

  • Flexibility to work from home as well as in the office

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, Salesforce, Apps, Sprinklr, Native SMG platforms;

  • Ability to read and process information quickly and accurately with attention to detail;

  • Must possess good judgment, initiative, strong work ethic, and dependability.

  • Google Suite experience preferred

  • Superior analytical and troubleshooting skills

  • Strong technical aptitude for new technologies

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

  • Ability to work weekends and alternate hours as required both in the office and from home

Some other nice to have’s:

  • Experience utilizing Contact Management System tools a plus;

  • Previous experience in a product support customer service environment preferred.

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

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

  • Onsite wellness center which includes: 24,000 sq. ft. fitness center, Walgreens pharmacy and Doctor’s office.

  • Nutrition reimbursement program (up to $200 per associate and per spouse)

  • Beautiful campus and corporate offices designed like a log cabin offering free coffee, chef run cafe and the best crushed ice!

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

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

  • 12 SMG paid holiday days and generous vacation policy.

Our commitment to LiveTotal Health puts the wellness and safety of our associates and their families as the top priority.  Throughout the COVID-19 pandemic, ensuring associate safety has been a primary focus for all of us at Scotts.  During this year’s flu season and the continuing pandemic, we remain committed to doing everything we can to keep our associates healthy and safe.   As such, we are requiring our US associates to get a flu vaccine. This safety measure will help protect our associates, our families and our communities.  We recognize a medical or personal circumstance may prevent you from meeting this requirement and we have a process to address those concerns. 

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.