Consumer Services Specialist in Marysville, OH at ScottsMiracle-Gro

Date Posted: 9/8/2018

Job Snapshot

Job Description

At Scotts Miracle-Gro we think people are like the right place you will grow and flourish. Are you an advocate of making the world a more beautiful place by inspiring others, championing new ideas and being intellectually curious? Are you not afraid to roll up your sleeves and get your hands dirty?  If so, then we want you as part of our Scotts family...the world's largest marketer of branded consumer lawn and garden care products!  

We are looking for a Consumers Services Specialist who will join our Consumer Services team.

This position will be based at The Scotts Miracle-Gro world headquarters in Marysville, a suburb of Columbus, OH.  Not familiar with Columbus? Visit

The ideal candidate is the primary contact with high-level consumer issues.  The Consumer Services Specialist is expected to resolve issues in a timely manner through a variety of channels (phone, social media, electronic communication, text).  The Consumer Services Specialist should thrive in a face-paced environment. Strong communication skills will help the CSS be successful when working not only with consumers, but with first level representatives on lawn and garden practices, our Consumer Affairs team, and act as a liaison with internal partners.

In this role you will:

  • Resolves complex consumer issues and advises first level representatives on high level issues involving agronomics, products and procedures.  Responsible for the negotiation, timely follow up, quality assurance and personal attention to all concerns brought to their attention so as to ensure consumer satisfaction.
  • Responsible for prompt and accurate interactions on all SMG social media and public properties.  Must possess the ability to quickly assess situations and take appropriate action according to brand and company guidelines.
  • Professionally represents the consumer affairs department with brand partners to drive change through the voice of our consumers.  Accurately documents and reports on consumer interactions.
  • Responsible for Proofing email correspondence and providing appropriate "how to" direction for first level associates

The perfect person will have:

  • Bachelor's Degree.  
  • Strong and experienced customer service background.
  • Attention to detail is a must.
  • Experience utilizing CRM is a plus.
  • Experience with utilizing multiple tools and emerging technology for social interactions.
  • Possible travel to our contract center vendor – up to 10%.
  • Ability to show superior analytical and troubleshooting skills.
  • Ability to work cross functionally within the organization as well as with consumers.
  • Ability to learn and adapt to new technical concepts and tools.
  • Professional presence; ability to communicate effectively via phone & email.
  • The ability to multi-task and good organizational skills suited for dealing with a number of cross-functional areas.
  • Self-motivated to meet & exceed individual and department expectations.
  • Demonstrated success in a frequently changing work environment.

Some other nice to haves:

  • Agronomic/horticulture background preferred.

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

  • Offer extremely competitive benefits including: Health, Dental and Vision coverage.
  • Onsite wellness center which includes: 2,400 sq. ft. fitness center, Walgreens pharmacy and Doctor’s office.
  • Beautiful campus and corporate offices designed like a log cabin offering free coffee, chef run cafe and the best crushed ice!
  • Unbelievable 401K match and discounted stock purchasing program.
  • 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.
  • Various associate engagement activities throughout the year including intramural sports leagues.


Not interested in this role? Check out our other career opportunities and learn more about what it’s like to work at Scotts Miracle-Gro by accessing our Talent Network: SMG Talent Network

The Scotts Miracle-Gro Company (NYSE: SMG) is the world's largest marketer of branded consumer lawn and garden products, with a full range of products for professional horticulture as well. Scotts Miracle-Gro has helped to grow the nearly $7 billion global consumer lawn and garden market through product innovation, industry-leading advertising efforts and its trusted brands.

The brands and products within our portfolio include: Scotts, Miracle-Gro, TomCat, Ortho, RoundUp, Bonnie Plants, Osmocote, Earthgro and Fafard.

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.