Please email a cover letter, resumé, and the contact information for three references as a single PDF to jobs@seedsavers.org – include the name of the position in the subject line of your email. Applications may also be mailed to: Seed Savers Exchange | Attn: Human Resources | 3094 North Winn Rd. | Decorah, IA 52101.

Customer Service Manager

Compensation: $22/hour

Position Title: Customer Service Manager
FLSA Status: Full-time, Non-Exempt
Reports to: Director of Business and Sales
Supervisory Role: Yes

Seed Savers Exchange is a non-profit organization based in Decorah, Iowa focused on conserving and promoting America’s culturally diverse but endangered garden and food crop heritage for future generations.

Primary Role

The Customer Service Manager is responsible for managing all aspects of customer service for Seed Savers Exchange. This position will lead and supervise our customer service staff and support all aspects of customer service via phone calls, fax, email, mail in orders and our website including processing orders and assisting customers with product/gardening support.

Essential Duties and Responsibilities

• Answering phones: acting as “Gate-keeper” for all incoming calls.
• Compile and evaluate Customer Service metrics to assist in planning for peak season such as customer support cases and phone logs.
• Engage walk-in visitors in a friendly and helpful manner.
• Obtain trainer-level competence in all NetSuite commerce functions including data management, order processing/verifying, event registrations, order troubleshooting, etc.
• Acquire and monitor customer feedback while providing corrective action recommendations for staff when appropriate.
• Assemble and maintain procedures and documentation necessary to adequately train staff for seasonally fluctuating needs in customer service.
• Remedy customer service issues encountered by staff (communicating with IT team as needed).
• Assign/respond/monitor all cases and email inquiries with few exceptions (i.e. membership, donations, international).
• Remain knowledgeable about specifics of SSE events, workshops, conferences in order to advise staff and respond to customers.
• Assist coverage during absence of Seed Rack Program Manager.
• Assist with coverage at the Lillian Goldman visitor center as needed.
• Be familiar with organizational programs and roles to route inquiries appropriately.
• Provide the Marketing Department with suggestions on how to improve sales, and also how to avoid unintended customer issues.
• Attend various department meetings intermittently to keep in the loop of staff/responsibility changes or upcoming projects/events/mailings.
• Complete general office duties: copying, faxing, errands, printing, folding, etc.
• Assist with organizational events as required.
• Perform other relevant duties as assigned.
• Assist Director of Business and Sales with various tasks including but not limited to:
  • budget reconciliation activities on an ongoing basis.
  • sales tax administration through the Avalara tax system.
  • monitor accounts receivables and take action where necessary to ensure that the accounts receivables are being addressed in a timely manner.
  • monitor order status and take action where necessary to ensure that orders are being processed promptly.
  • Administer the Herman’s Garden seed donation program.
  • Monitor and process billing on a daily basis to ensure that all orders are being billed and that any billing issues are corrected in a timely manner.

Supervisory Responsibilities:

• Direct supervision of up to 5 employees.
  • Training, coaching, evaluating performance, and keeping the team focused.
  • Timesheet approvals and processing time-off requests.
  • Manage disciplinary processes, complete performance reviews and assist in making hiring decisions for customer service reps and seasonal reps.
• Support the organization as needed by allocating customer service staff to meet more urgent needs during peak periods.

Job Share:

• Contribute to broader organizational goals through participation in fieldwork and/or order fulfillment during peak times.

Skills:

• Excellent computer and record keeping skills.
• Ability to communicate patiently and effectively with customers and co-workers.
• Personable and professional telephone presence.
• NetSuite experience strongly preferred.

Physical Requirements:

• Sitting and/or standing at computer screen for extended periods.

Qualifications:

• The ideal candidate should have previous leadership experience in a retail or call center setting, outstanding customer service skills, excellent written and verbal communication skills, and the ability to motivate and lead a team.
• Bachelor’s degree and/or 3-5 years relevant Customer Service and Supervisory experience.
• Gardening interest and experience preferred.
• Self-motivation, attention to detail, and ability to organize tasks.

Benefits:

• PTO & Holidays
• Life insurance and long term disability provided by SSE
• Employee discounts
• Medical, dental and vision insurance available
• Retirement plan with company match
• Wellness program with annual stipend and paid wellness day

Seed Savers Exchange is an equal opportunity employer and enthusiastically encourages people from a wide variety of backgrounds and experiences to apply. Seed Savers Exchange does not discriminate on the basis of race, color, religion, sex (including pregnancy), gender identity, national origin, citizenship, age, mental or physical disability, veteran status, marital status, sexual orientation or any other basis prohibited by law.