Customer Service Manager bei The Plant Company

Description

Company Profile

The Plant Company (TPC) is a fast-growing, innovative horticultural business operating in a newly expanded 10-acre facility. With the completion of Phase 2, we’ve added a state-of-the-art greenhouse and production barn—both purpose-built for the controlled-environment, sustainable production of premium tropical foliage.

The ideal candidate will play a key role in driving our continued growth and daily success as part of the nationally recognized Proven Winners® leafjoy® brand. We’re proud of our inclusive, growth-oriented culture and operate on EOS (Entrepreneurial Operating System), which shapes how we solve problems, lead teams, and scale effectively. As a valued team member, you’ll have the opportunity to make a direct impact, contribute your perspective, and grow with a company that’s expanding rapidly and is nationally recognized.

We believe “together we grow stronger,” which applies to employees, vendors, and customers. The four core values that identify this company are: 

1. Caring About People, Plants, and Process

2. Growth Oriented

3. Customer First

4. "Can Do" Attitude

 Job Summary

We are seeking a strategic, results-driven Customer Service Manager to lead our department and foster a customer-first culture. This role supports sales, manages a high-performing team, develops customer service strategies, and ensures exceptional service delivery. The Manager will guide staff, oversee scheduling and performance, and handle complex customer issues.

The ideal candidate brings strong leadership, problem-solving, and communication skills, with proven experience in driving customer satisfaction and managing operations.

Requirements

Leadership & Team Management

• Lead, coach, and evaluate the customer service team to ensure performance, quality, and timely service.
• Develop training programs to strengthen skills and address complex issues.
• Oversee work schedules, assignments, and performance reviews.

Customer Relations

• Partner with Sales and Account Managers to align on customer engagement strategies.
• Resolve escalated inquiries and complaints, ensuring timely follow-up and strategic solutions.
• Build and maintain strong relationships with key accounts.

Operational Excellence

• Develop and enforce departmental policies and procedures in line with company goals.
• Manage customer interactions and order processing through the CRM system.
• Track performance metrics, analyze customer feedback, and share insights across departments.

Cross-Functional Collaboration

• Work with sales, marketing, operations, and external partners to streamline processes and ensure on-time service.
• Share CRM data and insights to improve customer engagement and efficiency.

Continuous Improvement

• Monitor industry trends and implement innovative practices.
• Foster a culture of accountability, professional growth, and customer-focused service.

Required Skills & Abilities

• Proven leadership and team management skills.
• Strong problem-solving and conflict resolution abilities.
• Excellent communication and relationship-building skills.
• Experience with CRM systems and order management.
• Analytical mindset with focus on continuous improvement.
• Ability to collaborate across departments.
• Detail-oriented, adaptable, and customer-focused.

Education & Experience

• Bachelor’s degree in Business, Management, Marketing, Communications, or related field preferred (or equivalent experience).
• 3–5 years of customer service experience with a track record of resolving complex issues and improving service.
• Previous supervisory or managerial experience required.
• Industry-specific experience and customer service certifications (CCSM, CPCS) preferred.

Physical Requirements

This position requires the ability to lift and carry up to 15 pounds, stand for extended periods, bend and reach to access materials, and walk short distances throughout the workday. TPC is committed to providing reasonable accommodation for qualified individuals with disabilities. 

 The Plant Company is an Equal Opportunity Employer