Customer Support Rep – Hydro Products  

M&F Talent has a client in hydroponics equipment manufacturing that is currently seeking a Customer Support Rep who will work at their warehouse in Rancho Cucamonga. Our client is an international leader in horticultural equipment, specializing in smart grow technology, water testing equipment, and environmental controls.

The primary duties of the Customer Service Rep include providing outstanding customer service over the phone and email, keeping the shipping warehouse organized while coordinating inbound and outbound shipments, and other duties, as required. This job requires customer service with clientele ranging from hydroponics stores to garden supply distributors, with a heavy emphasis on helpdesk tickets.

• Location: Rancho Cucamonga, CA
• Employment Type: Full-time
• Salary: $58–$65K

Responsibilities:

• Offer over-the-phone product support for all customers.
• Answer customer helpdesk tickets in a timely manner.
• Enter, verify, and update sales orders in Pronto for all USA and Canada customers including Amazon and internal requests.
• Create new USA customer accounts within our ERP and HubSpot platforms with the support of the sales and finance teams.
• Amazon invoice processing and order completion with 3rd party logistics (3PL) providers and support of the Amazon USA order processing.
• Facilitate contract processing and completion for customers (DocuSign).
• Assist the finance department with contacting customers following up payments and the release of sales orders for dispatch.
• Liaise with the warehouse teams, external freight providers, and customs offices for order clearance, freight, and customs queries to provide efficient support for product delivery.
• Provide price inquiries and quotes for customers and sales representatives as requested.
• Collect payment for cash/credit card transactions via Wincave/Payline.
• Process credit notes and stock adjustments for cancellations, refunds, or returns.
• Support and provide cover for the wider CX team roles to ensure coverage of tasks.
• Create and maintain customer account details in HubSpot and pronto with the support of the finance and sales team.
• Provide prompt and precise technical product support to retailers, distributors, and end users by gathering information from customers to help identify and solve problems.
• Respond to customer inquiries promptly, completing technical call logs (within HubSpot or other systems) to ensure proper tracking of incoming calls and their resolutions.
• Enable customers to self-help through automation and knowledgebase tools, such as chatbot, and content development.
• Identify when customers require extra attention and escalate as appropriate.
• Provide information on new product releases and pricing updates when required.
• Report data gathered in HubSpot or other systems that may be of interest to the broader CX team and cross-functional team members on a monthly basis.
• Communicate with RMA departments at the distributor level when required Product Knowledge.
• Maintain office consumables including stationery and cleaning products.
• Arrange any required building maintenance.
• Oversee and support marketing events such as customer seminars, conferences, trade shows, and other on-site events.
• Leverage new AI tools to streamline operations.

Qualifications:

• Demonstrated experience in a customer service role, preferably in a fast-paced entrepreneurial environment.
• Horticultural or agricultural sectors.
• Worked in a global team.
• Confident communicator: written and verbal.
• Describe technical concepts in a clear manner.
• Ability to troubleshoot with customers and end users of varied technical backgrounds
• Digitally- savvy with various systems and tools including: Service desk, CRM, ERP, Office 365, modern AI tools.
• Excellent judgment and problem-solving skills.
• Ability to manage multiple tasks simultaneously.
• Able to work under pressure.
• Excellent people skills with the ability to build relationships with all team members, consultants, customers and partners.
• An upbeat and “how can we” attitude.

Contact us to learn more about the Customer Support Rep role or M&F Talent’s hydroponics recruiting services.