CUSTOMER SERVICE SPECIALIST

The Customer Service Specialist is responsible for handling all customer service activities, supporting sales initiatives, and performing day-to-day office tasks to ensure smooth and efficient operations. Essential Responsibilities include:

Customer Service Activities:

• Greet customers and visitors upon arrival.
• Serve as the primary contact for in-house customer service and sales, offering courteous, knowledgeable, and efficient support to all Millcreek customers.
• Answer incoming phone calls and route them appropriately; return phone calls.
• Fulfill customer service requests.
• Receive incoming emails and respond, delegate, or forward as needed.
• Provide requested information (e.g., plant availability, customer history, etc.).
• Support customer walk-ins and Customer Pick Up (CPU) order processing, including loading of orders and also picking plant material when necessary.
• Communicate with customers to confirm deliveries/pickups as directed by Account Manager & Sales Office Supervisor.
• Process and support pre-book and weekly availability orders to include order entry, adding, changing, or deleting items, managing allocation, monitoring NA items to ensure accuracy, and sending relevant reports to customers.
• Generate pick tickets or custom labels for orders, as needed
• Finalize orders, generate shipping lists, invoices
• Assist with shipping logistics, including creating driver logs, securing quotes, scheduling shipments for common carrier, providing delivery directions to Shipping Department
• Address customer claims, issues, and concerns promptly with professionalism and sensitivity.
• Participate in customer-facing special events (e.g., Friends & Family, Open House) and assist with planning and procuring supplies.
• Handle day-to-day work challenges, adjusting to multiple demands and shifting priorities.
• Allocate time effectively, prioritize job demands

Sales & Marketing Support:

• Contact customers to generate order additions and maximize deliveries of plant material.
• Support sales activities through direct communication with Millcreek customers and sharing horticultural knowledge and Millcreek offerings to build relationships.
• Convey sales-driving activities or areas of opportunity based on customer feedback, interactions, and competitive insights.
• Support marketing efforts by creating content (e.g., pictures) for the weekly Availability Newsletter, website, and social media.
• Use MailChimp to create, edit, and send the weekly Availability Newsletter and other promotional marketing messaging.
• Regularly review the Millcreek website millcreekplants.com to remain abreast of current content and to ensure accuracy, making suggestions as necessary.
• Participate in Trade Shows to promote the Millcreek brand.
• Assist with developing marketing materials and special projects as directed
• Ensure timely and accurate completion of all projects.

Provides Exemplary Customer Service:

• Ensure exceptional service for both internal and external customers from the Sales team.
• Resolve customer service issues promptly and professionally.

Customer Information Maintenance & Reporting:

• Organize and update customer data, including adding new customers and reviewing contact details (phone, fax, email).
• Maintain mailing lists, marketing groups, and availability list requests using SBI Nursery Software and MailChimp.
• Manage customer files with detailed recordkeeping of order history, paperwork, and customer information.
• Maintains customer data including up-to-date tax/tax-exempt status and related forms, as well as vendor license records
• Organize customer files annually.
• Generate Spring Summary Reports and other reports, letters, and spreadsheets as needed.
• Manage sensitive and confidential business information appropriately.
• Simplify processes to improve work efficiency.

Special Projects & Office/Growing Support:

• Procure office supplies
• Plan/purchase materials for customer events.
• Assist with office projects including customer pre-pricing support, buyer’s guide proofing, marketing materials review, crop photography for marketing purposes, and other items as needed
• Provide occasional support in the growing areas.

Minimum Qualifications:

• Education: Associate’s Degree 
• Experience:
  • Minimum 1-2 years in customer service or office support position
  • Minimum 1 year of experience in the horticulture industry (landscape, garden center, greenhouse/nursery)
  • Knowledge of plant varieties and plant care
• Technology: Proficient in using SBI Nursery Software (or similar), Microsoft programs, Google products, and phone systems.