Landscape Products Customer Care Representative

Job Summary:

The Landscape Products Customer Care Representative is responsible for managing daily operations of the Landscape Products storefront. This role serves as a liaison between Account Executives and customers, providing support with quotes, order entry, product inquiries, and logistics. The goal is to improve communication and meet customer expectations.

Primary Responsibilities:

1. Customer & Sales Support:
   1. Assist customers with quotes, sales orders, and general inquiries.
   2. Support Account Executives in the sales process.
2. Inventory Management:
   1. Process daily inventory transfers to fulfill customer orders.
   2. Coordinate with purchasing to ensure adequate inventory for customer needs.
3. Storefront & Display Maintenance:
   1. Maintain the appearance and stock of the Landscape Products store, including product displays and impulse items.
   2. Suggest improvements to product placement and displays.
4. System Expertise & Customer Information:
   1. Use the SAP system to provide customers with information on pricing, product availability, and other inquiries.
   2. Answer customer calls using proper phone etiquette.
5. Returns & Warranty Processing:
   1. Manage customer returns and issue credits within 2 days for usable goods and 5 days for warranty returns.
   2. Handle warranty claims and follow up with vendors to collect credits within 60 days.
6. Order Fulfillment & Shipping:
   1. Track incoming and outgoing shipments.
   2. Ensure orders entered before 2 p.m. are shipped the same day, and those entered later are shipped the next day.
7. Product Knowledge Development:
   1. Continuously build knowledge of products and industry trends to better serve customers.

Secondary Responsibilities:

1. Collaboration:
   1. Work with team members to assist customers with any need, regardless of department.
2. Warehouse Coordination:
   1. Ensure that incoming products are received and stocked on the same day.
   2. Verify the accuracy of pulled orders for shipping or delivery.
3. Inventory Control:
   1. Conduct daily cycle counts to ensure inventory accuracy and resolve discrepancies.
   2. Oversee cycle counts within specific timeframes, using audit reports to troubleshoot issues.
4. Freight & Delivery Coordination:
   1. Coordinate outbound freight to reduce costs while maintaining service levels.
   2. Schedule and optimize driver deliveries for efficiency and customer satisfaction.
5. Other Duties:
   1. Assign additional tasks to drivers when not making deliveries.
   2. Ability to work in a constant state of awareness.
   3. Perform other duties as assigned.

Preferred Competencies, Qualifications, and Skills:

• Positive and energetic attitude with a focus on getting tasks done efficiently
• High school diploma or equivalent
• Prior customer care experience and ability to work in a team environment
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Ability to lift and move packages up to 75 lbs.
• Strong relationship-building, communication, and organizational skills
• Attention to detail and the ability to manage multiple tasks

Jerry Pate Company is an Equal Opportunity Employer and Drug Free Workplace.  Background check will be performed.