Key Account Customer Care Specialist

Sun Gro Horticulture is one of the most prominent North American horticultural companies, employing over 800 staff and serving customers worldwide. Since its humble beginnings in 1929, it has become the leading supplier of soilless growing mixes to North America’s top 100 greenhouse and nursery growers, shipping over 70,000 truckloads of product annually. Sun Gro products are made to exacting standards and conform to high product quality and performance criteria.

Sun Gro Horticulture recognizes that its success is due to the strength of its employees. The primary goal of Sun Gro® is to promote individual employees’ sense of accomplishment and contribution so that employees enjoy their association with Sun Gro Horticulture. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, Sun Gro.

Role: Key Account Customer Care Specialist

Job Summary: Reporting to the Customer Care Manager, the successful candidate will be responsible for establishing and maintaining profitable relationships with key customers by taking ownership of all customer interactions and ensuring customer requirements are fully met. This includes onboarding new accounts, EDI order processing and testing, SPS/key account portal management, dispute resolution, and delivering exceptional customer service while balancing customer and business needs.

Compensation: $50,000-$53,000

Benefits
• Health Insurance (includes teledoc, virtual health, FSA, HCSA & other benefits)
• Dental Insurance
• Vision Insurance
• Life Insurance
• Health Spending Account
• Employee Support and Mental Wellness
• Short term disability
• 401k Match
• Paid vacation
• Floating days
• Employee Assistance Program
• Employee Engagement Events
• Awards and Recognition
• Tuition Reimbursement
• Service Awards
• Employee Perks & Discounts

Job Responsibilities
• Establish and maintain strong, profitable relationships with key customers
• Take ownership of customer interactions and ensure all customer requirements are met
• Onboard new customer accounts and manage related documentation and setup
• Process customer orders accurately, including EDI order entry and testing
• Manage SPS and key account customer portals
• Ensure accurate and timely processing of customer disputes
• Provide exceptional service to internal and external customers
• Communicate effectively with customers via phone and email using proper etiquette
• Balance customer needs with business requirements
• Build effective working relationships across all levels of the organization
• Communicate and support change initiatives while removing obstacles
• Prioritize tasks and manage time effectively in a fast-paced environment
• Maintain attention to detail and accuracy in all work
• General housekeeping duties
• Additional duties as assigned by Supervisory staff

Qualifications
• Associate’s degree in a business-related field or High School Diploma/GED with equivalent business service experience
• Minimum 2 years of related customer service experience
• Proficiency in order entry and/or EDI order processing
• Proficient in Microsoft Excel, Word, and Outlook
• Strong customer focus and service mindset
• Excellent verbal and written communication skills
• Detail-oriented with strong organizational and time management skills
• Ability to multitask in a fast-paced environment
• Fluent in verbal and written English
• Ability to follow direction and specific instructions
• Good communication skills
• Ability to safely perform heavy lifting up to 50 pounds on a routine basis
• Comfortable with standing for extended periods of time
• Must be able to work at heights and in confined spaces