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Customer Service Supervisor

Dark Heart Nursery Oakland, CA

  • Expired: March 17, 2021. Applications are no longer accepted.

Job Title: Customer Service Supervisor

Department: Operations

Reports to: Operations Manager

Hire Date: ASAP

Location: Oakland, CA

Compensation: DOE

Benefits: Bonus Plan, Medical, Dental, Vision, 401k, Life Insurance, Stock Options, Generous Time Off


Founded in 2007, Dark Heart Nursery’s mission is to help growers thrive by pioneering innovative products and services. DHN does this by specializing and leading the industry in cultivating high-quality clones for growers across California. Our years of experience allows us to produce premium clones from both popular and emerging lines that perform well in a variety of settings. DHN continues to expand into additional facilities to bring on more capacity and to lower the cost of production. DHN is also an industry leader in cannabis tissue culture and is further developing the plant biotech side of the business into plant pathology, virus eradication, and breeding. It is an exciting time to joins the team as DHN scales the business to dominate the cannabis nursery space.

DHN is recruiting for an outgoing, organized and efficient Customer Service Supervisor to join our team in Oakland, CA. This role is responsible for managing our Customer Service Associates, supporting our major accounts, assisting major accounts with placing orders, maintaining long-term contracts with major grows, and handling customer escalations. The ideal candidate must have proven experience and success in providing expert level customer service and supporting sales and CS teams, be adaptable and solution driven, and is processes oriented. Candidates enjoy helping maximize the sales team’s potential and productivity,


Major and Key Account Management

  • Main point of contact, managing CRM

  • Customer onboarding

  • Managing/entering orders and contracts

  • Route scheduling

  • Qualifying Sales Leads

  • Maintaining knowledge of industry trends

Customer Service Supervision

  • Answering Customer Service Line

  • Qualifying sales leads

  • Supervise and oversee the work of the Customer Service Associates

  • Handle customer escalations

  • Provide administrative assistance to sales and executive sales staff

  • Performs other job-related duties and responsibilities as may be assigned from time to time.

  • Continuously improve through customer feedback

  • Promote good will


  • Customer satisfaction, complete on-time orders, accurate inventory counts

  • Maintenance of relationships

  • Promotion of good will

  • Retention of key accounts


Education and Experience

  • Bachelor's degree (preferred);

  • 3 years’ experience in high-level customer service role;

  • Proficient in Microsoft Office, Expert level Excel Skills;

  • NAV experience (highly preferred)

  • Transparent, dependable and trustworthy;

Skills, Competencies, and Knowledge

  • Excellent customer service skills/client focused

  • Ability to problem solve and work independently

  • High-level interpersonal skills, and oral and written communication skills

  • Business acumen

  • Analytical and takes initiative

  • Results driven

  • Organizational and technology skills

  • Process and detail oriented with an eye for accuracy

  • Able to adapt and pivot effortlessly


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.


  • Occasional Travel

  • Occasional Weekends and Long Hours

All qualified applicants are encouraged to apply. Women, People of Color and LGBTQ individuals are strongly encouraged to apply.


It is the policy of the Company to provide equal employment opportunities to all Employees and applicants for employment without regard to race, religion, color, sex, gender, sexual orientation, marital status, age (age 40 and over), citizenship, national origin, disability (as defined by the applicable law), or any other classification protected by applicable law. This policy extends to all aspects of employment opportunity including hiring, compensation, benefits, promotion, transfer, layoff, recall, reduction in force, termination, retirement, placement, training and all other privileges, terms and conditions of employment. The Company complies with applicable federal, state, and local laws regarding the reasonable accommodation of qualified individuals (both Employees and applicants for employment) who are disabled. All employment is at-will.

Dark Heart Nursery


Oakland, CA



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