Job Details

Customer Service Lead

  2019-11-01     Pacific Plug & Liner     750 Casserly Rd. Watsonville     65,000 year  

Pacific Plug & Liner, a sister company to Smith Gardens, has an exciting opportunity for a Shipping and Logistics Manager to join our team at our Watsonville, CA Site.

Pacific Plug & Liner was founded in October 1999 and is located on the beautiful California Central Coast with a climate ideal for young plants and flower production. We have approximately 290,000 sq. ft. dedicated to growing young plants. Pacific Plug & Liner features a state-of-the-art production facility, ensuring consistent and superior quality


JOB TITLE: Customer Service Lead, Pacific Plug & Liner

REPORTS TO: Customer Service Manager

FLSA: Salaried, Exempt


JOB SUMMARY: This role work close with PP&L Customer Service manager to assist and lead intra-company orders and B2B sales orders through the broker network. This position requires comprehensive order management, including customer relations, order entry, pricing maintenance and invoicing. Strong focus on inter-department order management, supporting strategies to sustain high order fulfillment rate

DIRECT REPORTS: None. This role will potentially lead the CS team whenever the CS manager is absent.


  • Receive and respond to customer inquiries including orders, product lines and lead times for large volume of orders.

  • Manage entire order process to ensure timely communication of order status and achieve high customer satisfaction.

  • Document customer contacts including: order acknowledgements, notifications, order changes, pricing, complaints, credits and resolutions.

  • Act as liaison between customers and accounting in dealing with invoicing issues.

  • Assist with Month End, posting invoices, and running reports for home office.

  • Audit freight charges and ensure accurate implementation of pricing programs

  • Represent PP&L at tradeshows as required.

  • Assist maintaining accurate reports, customer records and price files.

  • Work with information systems and accounting to assure support and maintenance to all orders and report any B2B alerts and master data updates.

  • Build and maintain high quality of communication with key accounts, scheduling a recurring courtesy calls.

  • Liaison between Order Fulfillment manager and Customer Service to ensure timely notification.

  • Liaison between Purchasing and Customer Service to ensure effective communication between departments.

  • Assist Customer Service with FedEx and GSO tracking uploads.

  • Active involvement in site Continuous Improvement (CI) events.


    • Understanding of Broker network customer base.

    • Strong analytical and interpersonal skills.

    • High level of integrity, adhering to company standards and values.

    • High performance characterized by attention to detail and accurate follow-through.

    • Prior experience using order entry platforms and maintaining the integrity of systems.

    • Proven leadership skills to motivate and inspire a successful Customer Service colleagues.

    • Able to thrive in a fast-paced environment and prioritize commitments effectively.


  • 2-4 years CS position experience.

  • Agriculture industry related experience preferred.

  • Advanced MS Excel and other order management systems experience preferred.

  • Bilingual in English/Spanish, strongly preferred.


  • Site walks indoors and outdoors, in seasonal temperatures and conditions.

  • Sitting at desk for long periods of time.

  • Periodic travel through the year to tradeshows or company meetings.

  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

  • Our company is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state or federal law.

    This policy applies with regard to all aspects of one’s employment, including hiring, transfer, promotion, compensation, eligibility for benefits and termination.

Do not contact this company in solicitation of any product or service.

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