Customer Service Representative

Job Description

Job Description

THINKGROW.COM 

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 ideal Customer Service Representative will be working in a fast-paced and team-oriented environment. We are looking for someone with a proactive, energetic, and positive attitude who will support our sales team and tech support by developing and maintaining positive customer relations with B2B Customers, managing direct contact with customers before and after sales or inquiries. This hybrid role blends daily order processing and customer support with proactive account management. You will manage an assigned portfolio of customers, handle incoming inquiries, resolve shipping or inventory discrepancies, and drive repeat business by maintaining high service standards.

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
• Develops positive customer relations with internal and external clients, maintaining open lines of communication on products and orders
• Process high-volume B2B orders, adjustments, and backorders accurately through the company’s ERP or Order Management System.
• Coordinate directly with warehouse, inventory, and logistics teams to track shipments, verify stock levels, and resolve pick/pack or delivery issues.
• Provide timely updates on lead times, freight statuses, delivery delays, and backorders.
• Establishes best practices and drives process efficiencies to increase revenue
• Serve as the single point of contact for client inquiries, requests, and service issues via phone, email, or customer portals.
• Resolve billing discrepancies, process return merchandise authorizations (RMAs), and handle credit or chargeback requests in coordination with the accounting department.
• Maintain accurate, up-to-date customer records, pricing sheets, and interaction logs in the CRM software.
• Identify cross-selling and up-selling opportunities for new product lines or expedited shipping tiers based on client usage patterns.
• Monitor account health metrics, flag churn risks, and conduct periodic reviews to ensure client satisfaction.
• 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
• 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, problem-solving and prioritize work
• Detailed working with complex data such as intercompany order numbers, quantities, part numbers and customer codes
• Desire to provide the best possible experience for our customers
• 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

 

WORK EXPERIENCE REQUIREMENTS

• High school diploma or equivalent with 2 to 4 years of experience in customer service, inside sales, or account management within a distribution, wholesale, manufacturing, or logistics setting
• Mid-Level to Proficient with ERP/WMS systems (e.g., Fishbowl Inventory Management Systems, Monday) and CRM platforms (e.g., Salesforce, HubSpot)
• Thrive in a fast-paced environment
• Advanced Microsoft Excel skills
• Excellent written and verbal communication skills are required