Key Account Success & Onboarding Specialist

SUNGRO HORTICULTURE; Agawam (MA); On-site; USD 50,000 - 53,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k Match

Paid vacation

Floating days

Employee Assistance Program

Job summary

Sun Gro Horticulture in Massachusetts is seeking a Key Account Customer Care Specialist to own and nurture profitable relationships with major customers. You will manage onboarding, EDI order processing and testing, SPS/key account portal management, dispute resolution, and deliver exceptional service while balancing customer and business needs.

Reporting to the Customer Care Manager, you will coordinate with internal teams, ensure accurate orders, and maintain detailed documentation.

Qualifications

• Associate’s degree in a business-related field or HS Diploma with equivalent 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.
• Fluent in verbal and written English.

Responsibilities

• Establish and maintain strong, profitable relationships with key customers.
• Take ownership of customer interactions and ensure all 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 with customers via phone and email with proper etiquette.
• Balance customer needs with business requirements; build relationships across the organization.

Skills

Customer service mindset

Verbal communication

Written communication

Time management

Education

Associate’s degree in business

High School Diploma or GED

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

EDI processing

Job description

Sun Gro Horticulture in Massachusetts is seeking a Key Account Customer Care Specialist to own and nurture profitable relationships with major customers. You will manage onboarding, EDI order processing and testing, SPS/key account portal management, dispute resolution, and deliver exceptional service while balancing customer and business needs.

Reporting to the Customer Care Manager, you will coordinate with internal teams, ensure accurate orders, and maintain detailed documentation.