Job Description
Bonnie Plants stands as a nationally recognized leader in greenhouse production, with a proud legacy of nurturing gardens and communities for over a century. Our commitment to sustainability, innovation, and quality is reflected in every seedling we cultivate and every professional we welcome to our team. At Bonnie Plants, we believe that growth goes beyond the
greenhouse—it’s about cultivating potential in our people.
Joining Bonnie Plants means becoming part of a community driven by purpose and possibility. We celebrate diversity, champion new ideas, and take pride in our shared mission to help families across the nation grow healthy, vibrant gardens. Together, we sow the seeds of tomorrow—one plant, and one career, at a time.
The Customer Service Manager will lead and oversee the customer service team to ensure exceptional service delivery to Bonnie Plants’ end consumers and retail partners. This role is responsible for developing service strategies, managing escalations, and ensuring a seamless customer experience across all channels.
Key Responsibilities and Actions
- Lead a team of distributed, seasonal customer service representatives.
- Enhance customer service through optimized workflows and the strategic implementation of automation to improve the overall client experience.
- Act as the main source for Voice of the Consumer insights and information.
- Monitor and analyze customer service metrics to drive continuous improvement.
- Handle complex customer issues and escalations with professionalism and efficiency.
- Serve as a hands-on point of contact for consumers and retail partners—responding to inquiries, providing detailed product guidance, and assisting with e-Commerce transactions to deliver outstanding customer satisfaction.
- Collaborate with Sales, e-Commerce Operations, and Greenhouse Operations to resolve service-related challenges.
- Oversee CRM system administration and usage and ensure accurate documentation of customer interactions.
- Train new team members and provide ongoing coaching and development.
- Identify trends in customer feedback and recommend improvements to products, services, or processes.
- Ensure compliance with company policies and industry regulations.
Education and Experience:
- Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent exp.).
- 5+ years of customer service experience, with at least 2 years is a supervisory or managerial role.
- Experience in agriculture, horticulture, or consumer goods is a plus
Competencies:
- Ability to communicate clearly and concisely with demonstrated active listening skills.
- Strong leadership and interpersonal skills.
- Proficiency in CRM systems such as Zendesk, and Microsoft Office Suite.
- Develop an in-depth understanding of the company's products to guide your team and provide accurate information to customers.
- Ability to manage multiple priorities in a fast-paced environment.
- Demonstrated adaptability and resilience in managing change within a dynamic environment.
Preferred Qualification: Bilingual (English/Spanish).