SEP QA Coordinator / Customer Service Representative

JOB SUMMARY:

Manages and maintains the Naktwuinbow certification protocols, the corresponding recordkeeping and follow-up regarding Preventive Action Reports (PAR’s) and Corrective Action Reports (CAR’s). This position leads efforts in upholding our compliance with Naktuinbouw certification by preparing and coordinating activities for annual Naktuinbouw audits of our elite greenhouse and SEE stock.  This position oversees all facets of vegetative stock management, including monitoring on-hand inventories, creating & distributing identification labels, tracking location of plants and product life cycles, ordering renewal plants, and organizing virus testing as needed. All activities need to be scheduled and recorded appropriately.

The position also serves as the primary back-up for the Vegetative & Seed Customer Service Representative (CSR) team. CSR’s play a critical role by assuring excellent customer service through fast and accurate order processing, timely communication, and coordination with other departments to resolve general inquiries, including pricing, product lists, availability, claims, etc.  As a first point of contact, CSR’s build and maintain business relationship with customers and sales representatives by providing prompt and accurate information to promote sales and develop customer loyalty.

ESSENTIAL DUTIES AND RESPONSIBILITIES FOR THE SEP QUALITY ASSURANCE ELITE COORDINATOR (Main role)*:

• Oversee elite stock management by maintaining dynamic inventory of commercial and experimental lines; track and record production status, location, and stage-gate changes of all global varieties for Sakata and affiliates.
• Monitor plant conditions, create production schedules and stick labels, and order renewal plant materials as needed.
• Leads, manages, and implements compliance activities necessary for Naktuinbouw certification at Sakata Elite Propagation (SEP), including recordkeeping, testing, audits, inventory, Quality Management Systems policy, and cross-training of back-up.
• Administer virus and bioassay tests on plants and record results and/or diagnostics.
• Process order requests in collaboration with the CSR team, coordinating availability and inventory control for all vegetative elite orders and ornamental sample requests.
• Performs back-up duties and support for the Vegetative & Seed Customer Service Representative(s) in the department, including cross-training to learn internal processes, procedures, and customer
• Assists with reports and performs other projects as assigned by the department managers, and the Director of the Ornamental Business Group.
• Works with Operations, greenhouse staff and demand planner on inventory
• Provides input to technical staff to develop and maintain software tools needed to complete the functions of SEP.
• Works as a team member (collaborates) in identifying and implementing process and protocol Assists in training new department employees as requested and provide supporting materials they need to succeed.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES:

• Experience working with quality assurance systems and maintaining certifications
• Must be detailed-oriented and be able to multi-task; highly organized, able to manage time effectively, and keep records and files updated.
• Knowledge of greenhouse and horticulture operations highly desirable.
• Ability to manage stress especially when meeting deadlines and/or high
• Must have good word-processing skills, proficient in Microsoft suite of applications including Word, Excel, PowerPoint, and willingness to learn other computer
• Must have ability to operate standard office equipment such as computers, faxes, printers, copy machines, etc.
• Preferred if knowledgeable on export documentation and requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES FOR THE SEP BACK-UP CUSTOMER SERVICE REPRESENTATIVE (Back-up role) *:

• Manage shipping activities and coordinate logistics necessary for domestic and international orders, including preparing labels and necessary documentation required for shipments, export and import permits, phytosanitary reports, and commercial invoices.
• Responsible for “account management” for customers as Prepares sales reports customized for customer’s needs.
• Receives orders and answers inquiries regarding products, prices, and Quotes pricing, and special offers. Provides order confirmations to customers prior to shipment.
• Responsible for assisting the Finance department with order processing, credit issues, accounts receivable.
• Daily reviews to determine vegetative availability for current orders, back orders, and future
• Makes decisions and solves problems related to customer shipping options, wrong or missing products, and product
• Proactively make customer calls to confirm shipment dates, discuss availability for spot orders, update contract status and support various team members as Follow up with customer to confirm arrivals.
• Assist Product Managers with inventory and sales
• Input price list into database and maintains for assigned
• Maintain Customer discounts and exclusives for assigned
• Performs other clerical duties and projects as assigned by the Customer Service manager, SEP manager or the director of Sales and

EDUCATIONAL REQUIREMENTS:

• Undergraduate degree in quality assurance, horticulture, accounting, business or related subject is required, or an equivalent in training and A mix of both fields of studies is desirable.

EXPERIENCE AND BACKGROUND:

• Previous experience working in quality assurance systems, quality audits, or quality certification programs is preferred.
• Previous experience in horticulture is desirable.

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Must be able to sit for extended periods of time
• Must be able to work at a computer terminal and on a computer keyboard for extended periods of
• Comfortable working in a greenhouse environment and using personal protective equipment when needed.

COMPENSATION & BENEFITS

• Salary range: $22 to $27 per hour
• Medical, Dental & Vision Insurance coverage for employees and their families
• Basic Life & AD&D Insurance
• 401k program with company match
• Profit Sharing program (via 401k)
• Holiday & Performance Incentive Bonus program
• Paid Vacation: 10 days per year to start, increases with tenure
• Sick Leave: 1 hour accrued per 30 hours worked for first 30 days, 6.67 hours per month after.
• 14 paid company holidays, 2 floating holidays & birthday off
• Paid Family Leave: 15 days after 12 months of service for FMLA qualifying events
• Company provided EAP
• Company provided subsidy for health/fitness clubs & apps