Customer Service Representative

Our Vision at ThinkGrow is to evolve into one of the key players in the research, development and production of LED horticultural lighting throughout the world. With that, our lights are the first of its kind to provide lighting solutions with the best controllability along with TrolMaster control systems to cover each individual cultivator’s needs, from the home hobbyist to large industrial facilities. We partner with some of the largest names in the cultivation business who stand by who we are and what our products can bring to their company's vision. If you are passionate about innovation and being a part of a forward-thinking company, join us! The DTC eCommerce Manager is responsible for eCommerce and Shopify ownership for ThinkGrow/Mango Tech direct to consumer platform. This role will lead partnership with leadership teams to elevate our products strategy via DTC eCommerce, as well as our entire assortment of apparel and variety of products. This role reports to the COO and collaborates cross-functionally with the Regional Sales Team.

DUTIES AND RESPONSIBILITIES

• Acts as a liaison between customers and management in order to enhance the overall customer experience
• Provide customer service through email and telephone
• Assisting customers with order status, shipping, billing/returns and product inquiries
• Answer inquiries regarding returns, claims, and ensure follow up
• Develops positive customer relations with internal and external clients, maintaining open lines of communication on products and orders
• Resolves unexpected scheduling and shipping issues
• Establishes best practices and drives process efficiencies to increase revenue
• Communicates customer feedback to various teams in order to improve the overall customer experience
• Works hand-in-hand with the management team to stay updated on product information and be informed of any changes in policies
• Receives, prioritizes, and resolves various types of customer feedback, issues and complaints via web based or Help Desk systems.
• Assist in the tracking and reporting in QuickBooks/Intuit Inventory Management system and Shopify/Drop shipping knowledge to prepare reports as needed
• Answer phones in a professional manner
• Understands and demonstrates ThinkGrow's Core Values
• Performs other duties as assigned

In addition to these duties the candidate will possess the following abilities:

• Strong problem solving and analysis skills
• Must be self-disciplined and motivated
• Employee needs to be able to communicate effectively with multiple vendors while performing job efficiently
• Excellent time management skills with the ability to multi-task and prioritize work
• Detailed working with complex data such as intercompany order numbers, quantities, part numbers and customer codes
• Reliable availability during key working hours
• Ability to take guidance and direction but also be a resourceful and disciplined self-starter
• Ability to switch gears and take on various administrative tasks as requested

PHYSICAL DEMANDS/WORKING CONDITIONS:

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, an employee will be required to bend, stoop, kneel, climb 1 story of stairs, utilize step stools, and reach for parts. Employee will be required to operate hand controls, use their hands and fingers to grip with pressure, twist and while rotating or bending at the wrist, and keep their fingers or wrist in prolong positions of flexion or extension.  Standing up to 8+ hours per shift and sitting may be required for long periods of time. All of these physical requirements may be repeated often, throughout the day.  Must be able to work in all weather conditions; will infrequently be required to work around disagreeable odors or fumes and outdoors in cold below 55 degrees Fahrenheit. The employee may be required to work alone, in heat over 100 degrees Fahrenheit, around moving vehicles, with step stools or ladders, dust greater than a nuisance, chemicals such as Styrofoam, glue or solvents. May be required to work weekends, any day of the week both night and day as needed. Available for after hour emergency response.

ThinkGrow is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities