Pacific Plug & Liner, a sister company to Smith Gardens, has an exciting opportunity for a Customer Service Lead to join our team at our Watsonville, CA Site.
Pacific Plug & Liner was founded in October 1999 and is located on the beautiful California Central Coast with a climate ideal for young plants and flower production. We have approximately 290,000 sq. ft. dedicated to growing young plants. Pacific Plug & Liner features a state-of-the-art production facility, ensuring consistent and superior quality.
This role work close with PP&L Customer Service manager to assist and lead intra-company orders aTnd B2B sales orders through the broker network. This position requires comprehensive order management, including customer relations, order entry, pricing maintenance and invoicing. Strong focus on inter-department order management, supporting strategies to sustain high order fulfillment rate.
- Site walks indoors and outdoors, in seasonal temperatures and conditions.
- Sitting at desk for long periods of time.
- Periodic travel through the year to tradeshows or company meetings.
- Receive and respond to customer inquiries including orders, product lines and lead times for large volume of orders.
- Manage entire order process to ensure timely communication of order status and achieve high customer satisfaction.
- Document customer contacts including order acknowledgements, notifications, order changes, pricing, complaints, credits and resolutions.
- Act as liaison between customers and accounting in dealing with invoicing issues.
- Assist with Month End, posting invoices, and running reports for home office.
- Audit freight charges and ensure accurate implementation of pricing programs
- Represent PP&L at tradeshows as required.
- Assist maintaining accurate reports, customer records and price files.
- Work with information systems and accounting to assure support and maintenance to all orders and report any B2B alerts and master data updates.
- Build and maintain high quality of communication with key accounts, scheduling a recurring courtesy call.
- Liaison between Order Fulfillment manager and Customer Service to ensure timely notification.
- Liaison between Purchasing and Customer Service to ensure effective communication between departments.
- Assist Customer Service with FedEx and GSO tracking uploads.
- Active involvement in site Continuous Improvement (CI) events.
- 2-4 years CS position experience.
- Agriculture industry related experience preferred.
- Advanced MS Excel and other order management systems experience preferred.
- Bilingual in English/Spanish, strongly preferred.
- Able to thrive in a fast-paced environment and prioritize commitments effectively.
- Proven leadership skills to motivate and inspire a successful Customer Service colleagues.
- Prior experience using order entry platforms and maintaining the integrity of systems.
- High performance characterized by attention to detail and accurate follow-through.
- High level of integrity, adhering to company standards and values.
- Strong analytical and interpersonal skills.
- Understanding of Broker network customer base.
