Customer Relations Representative

Job Description

Job Description

This is a Hybrid position

JOB SUMMARY

Develop and maintain positive relationships with customers, brokers, sales representatives, and internal teams while providing excellent customer service. Responsible for accurate order entry, order changes, claims, customer information, reporting, and administrative support. Support sales efforts and work with internal departments to ensure accurate and timely order fulfillment. Maintain knowledge of Proven Winners products and programs and support the company mission of making every interaction easy, successful, and inspiring.

ESSENTIAL FUNCTIONS

• Develop and maintain successful relationships with customers, brokers, sales representatives, and internal staff.
• Provide timely and accurate product, program, order, and customer information.
• Accurately enter and maintain orders, order changes, adjustments, claims, and customer information in company systems.
• Process incoming orders according to established customer, broker, and company guidelines.
• Facilitate order acknowledgements, material shortages, delivery requests, and other customer needs.
• Resolve customer inquiries and claims within established guidelines and timeframes; work with the claims committee and internal departments as needed.
• Document customer issues and resolutions and communicate concerns or recurring issues to management.
• Support sales efforts through customer communications, calling campaigns, accurate data entry, and reporting.
• Complete routine daily and bi-weekly reports and assist with pulling and analyzing data.
• Monitor processes and identify opportunities for improved efficiency, accuracy, and customer service.
• Work with Sales, Quality, Shipping, Transportation, Finance, and other departments to ensure proper order fulfillment.
• Provide administrative support to Sales and Customer Relations personnel.
• Work independently and as a team member to organize, prioritize, and complete multiple tasks accurately and on time.
• Provide backup front-desk coverage as needed, including greeting guests, answering phones, handling mail, and assisting with incoming and outgoing deliveries.
• Communicate professionally with all contacts by phone, email, and other methods.
• Complete special projects and other duties as assigned.
• Embrace a customer-first focus and maintain flexibility to adjust schedules during busy or seasonal periods.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Strong verbal, written, and interpersonal communication skills.
• Excellent customer service and relationship-building skills.
• High level of accuracy and attention to detail.
• Ability to organize, prioritize, and complete multiple tasks independently.
• Strong time management, planning, organization, and problem-solving skills.
• Ability to work effectively in a fast-paced team environment.
• Self-motivated, dependable, professional, and willing to learn.
• Ability to identify issues and recommend process improvements.
• Proficient in Microsoft Office, including Excel and Word.
• Ability to learn and use PICAS, Salesforce, Power BI, and other company systems.
• Salesforce or CRM experience is a plus.
• Ability to maintain knowledge of Proven Winners plants, products, and programs after training.
• Ability to travel to trade shows as needed.

CORE VALUES:

• Collaborating as One Team, One Proven Winners : Our future success is rooted in how well we work together—as one team, who is accountable to each other. Open, transparent, and direct communication remain central to our culture. We value the diverse strengths and perspectives each person brings and are committed to fostering a collaborative, inclusive, and respectful environment where everyone feels safe to challenge and learn from each other.
• Embracing Continuous Improvement: Proven Winners was built on the belief that we could always offer something better. This mindset continues to guide us—whether improving our products, our capabilities, or how we work together. Embracing change strengthens our future and helps us continue leading the industry.
• Pursuing Excellence: From superior plant genetics to building the most trusted brand in horticulture, excellence has always defined Proven Winners. We hold ourselves to high standards across product development, customer service, operations, and internal processes. By striving for excellence in everything we do, we continue to deliver exceptional value to our customers, partners, and one another.
• Doing the Right Thing: Our brand is all about trust. We make ethical, transparent, and well-intentioned decisions, even when the outcome is difficult. We honor our commitments and rely on one another to act with integrity. Together, we uphold this value by caring for one another and the communities that we serve.
• Prioritizing Safety: We prioritize the safety of our employees above all else. Our approach is proactive and prevention-focused, ensuring we maintain safe facilities, provide proper training, and empower every employee to prioritize safety in their daily work

EDUCATION AND EXPERIENCE REQUIREMENTS

• High school diploma or equivalent required.
• College education preferred or relevant work experience.
• Previous customer service, order entry, sales support, or administrative experience preferred.
• Experience with B2B order entry, claims, reporting, or data analytics preferred.
• Two years of data analytics or related business experience preferred.
• Salesforce, CRM, or database experience is a plus.

PHYSICAL ASPECTS

• Large percentage of time sitting at a desk using a computer and telephone.
• Must be able to stand, walk, bend, kneel, squat, reach, and climb stairs as needed.
• Must be able to lift and carry up to 20 pounds; frequent lifting up to 10 pounds.
• Fine motor skills and repetitive wrist, elbow, and shoulder movements are required.
• Typical schedule is 8 hours per day, 5 days per week, with additional hours as needed.

WORK ENVIRONMENT

Office/cubicle environment with frequent computer, telephone, and customer interaction. This position requires the ability to work in a fast-paced environment, manage changing priorities, and maintain accuracy and professionalism. The employee may occasionally work outside the office for departmental activities, trade shows, or other company events. Reasonable accommodation may be made for individuals with disabilities.

NOTE

This job description does not exclude responsibilities not specifically stated, but that are apparent, related, or may develop in the normal course of duty.