Manager, Customer Service in Ontario, CA at ScottsMiracle-Gro

Date Posted: 7/10/2019

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. ​

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? 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.

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