Customer Service Manager

Paycom - ATS; Stuarts Draft (VA); On-site; USD 60,000 - 90,000; Full time

Job summary

The Plant Company, based in Stuarts Draft, Virginia, seeks a hands-on Customer Service Manager to coach the Inside Sales team and support customers, Sales, and Operations. You will help keep orders moving, information accurate, and communication clear from entry to fulfillment.

You will lead daily workloads, develop employees, assist with order changes, and ensure timely resolution of issues across garden center, grocery, contract growing, e-commerce, and Home Depot accounts.

Qualifications

• Hands-on leadership with ability to coach and develop employees.
• Strong customer service mindset and problem-solving skills.
• Clear written and verbal communication across teams.

Responsibilities

• Lead, coach, and develop the Customer Service and Inside Sales team.
• Oversee order processing, invoicing, and order closeout.
• Ensure accurate customer account setup and data in ERP/CRM.
• Coordinate cross-functional work with Sales, Operations, Shipping, and Purchasing.
• Improve handoffs and response times to boost service levels.

Skills

Leadership

Coaching

Customer service

Communication

Organization

Education

Bachelor's degree or equivalent experience

Tools

ERP

CRM systems

Job description

Lead a team that customers, Sales, and Operations can count on.Enjoy bringing out the best in a team, solving problems, and keeping things organized? The Plant Company is looking for a hands-on Customer Service Manager who can coach employees and provide dependable support to our customers, Sales, and Operations. You’ll help keep orders moving, information accurate, and communication clear across the business.The Plant Company (TPC) is a fast-growing horticultural company based in Stuarts Draft, Virginia. A proud Proven Winners leafjoy partner, TPC produces premium tropical foliage for retailers nationwide through state-of-the-art growing and production operations, with a focus on exceptional quality, product innovation, and customer service.About the RoleYou’ll lead our Customer Service and Inside Sales team while staying involved in the daily work. That means setting priorities, developing employees, supporting customers and internal teams, and stepping in to process orders or provide coverage when needed.This team connects customer needs with Sales commitments and operational execution. You’ll help ensure that orders are entered accurately, changes reach the right people, questions are resolved, and follow-through happens from order entry through fulfillment.What You’ll DoLead, coach, and develop team members; organize daily workloads and build reliable coverage through cross-training.Work alongside the team to support customers, Sales, and Operations with order processing, questions, changes, and issue resolution.Oversee accurate customer account setup, order entry, invoicing, and sales order closeout.Support orders across garden center, grocery, contract growing, e-commerce, and Home Depot accounts.Support contract-growing order coordination, drop shipments, and related purchase order entry as assigned.Partner with Sales, Operations, Shipping, Growing, and Purchasing to clarify requirements, communicate changes, and resolve time-sensitive issues.Maintain accurate customer and order information in ERP, CRM, and other business systems so teams have reliable information to work from.Improve procedures and handoffs to strengthen customer service and internal support. Use response times, order accuracy, workload, and recurring issues to identify improvements.Travel up to 20% to support TPC’s participation in trade shows.Our CultureAt TPC, we believe “together we grow stronger,” which applies to employees, vendors, and customers. Our core values guide how we work every day:Caring About People, Plants & ProcessGrowth-Oriented MindsetCustomer First – Internal and External“Can Do” Attitude with AccountabilityYou’ll have the opportunity to develop people, improve how teams work together, and make a visible difference for our customers and the colleagues who depend on your team.The position includes standing for extended periods, bending, reaching, walking short distances, and lifting and carrying up to 15 pounds.Required Skills & AbilitiesA hands-on leadership approach: comfortable setting expectations, holding employees accountable, and working alongside the team.Strong customer service, problem-solving, and conflict-resolution skills.Clear written and verbal communication and the ability to build positive relationships with customers, Sales, Operations, and other departments.Strong organization, attention to detail, and follow-through while balancing customer requests and internal support needs.Experience with ERP, CRM, order-management, or similar business systems and the ability to learn new technology.Ability to coordinate work across departments, clarify information, and follow issues through to resolution.Preferred Qualifications & CertificationsExperience in a high-volume customer service, manufacturing, distribution, horticulture, or similar operational environment.Experience using both ERP and CRM systems.Education & Experience3–5 years of customer service, order management, account support, or related experience.Previous experience leading or supervising a customer service or order-management team required.Bachelor’s degree in Business, Management, Communications, or a related field preferred; equivalent relevant experience considered.Bring your leadership, problem-solving skills, and attention to detail to TPC.The Plant Company is an Equal Opportunity Employer.