Customer Service Specialist in Livermore, CA at ScottsMiracle-Gro

Date Posted: 2/1/2021

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 Hawthorne Gardening Company is a company focused on hydroponic and controlled environment growing. 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. 


We are looking for a Customer Service Specialist who will grow at our Livermore,CA or or Vancouver, WA facility.


The Customer Service Specialist will provide our Authorized Dealers an exceptional B2B customer experience by supporting their needs on the phone, email and chat. The role may also involve in-person services and support at our local distribution centers.


What you’ll do in this role:

  • Strive to 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.

  • Meets 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 Specialist role.

  • Look for new opportunities to improve the customer experience throughout the business process.

  • Work with operations, warehouse and accounting departments to expedite shipments.

  • Use frequent to constant repetitive hand and arm movements throughout the work day.

  • Occasional bending, squatting, twisting, turning and reaching.

  • Rarely will lift, push or pull more than 20 lbs.


What you’ll need to be successful:

  • Two years of customer service, call center or receptionist experience.

  • 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.  

  • 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 sit for long periods in front of a computer.

Some other nice to have’s:

  • Large distribution company experience preferred.  

  • Indoor and/or outdoor gardening experience is a plus.

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? 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.