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Hoffman Nursery, Inc.

Customer Experience Representative

In-House Sales and Customer Service – Rougemont, North Carolina
Department In-House Sales and Customer Service
Employment Type Full-Time Permanent
Minimum Experience Mid-level
Compensation DOE

Duties and Responsibilities:


  • Have the knowledge and skill to promote Hoffman Nursery, Inc. (HNI) as the expert in grasses in all marketing segments.
  • Keep informed of industry trends such as market demand, pricing, and new products that affect Hoffman Nursery’s status as a leader in grass sales.
  • Follow plan created by Director of In-house Sales & Customer Service to execute daily operations of Sales Team, including order processing, sales strategies, customer service issues, and documentation of Sales Team activities.
  • Become familiar with and proficient using CompuPlants software.
  • Be familiar with HNI products, their specifications and uses.
  • Stay current on website content and other marketing materials.
  • Know how to use availability lists and product information sheets.
  • Follow monthly sales strategy plan laid out by the Director of In-house Sales & Customer Service.
  • Develop new customer contacts and maintain relationships with existing customers.
  • Engage customers during phone calls to meet sales goals.
  • Prepare and manage customer quotes.
  • Coordinate customer pickups as necessary.
  • Attend selected trade shows, visit customer sites, and perform other duties as designated in the action plan.

Customer Care and Service

  • Engage customers during phone calls to solve sales and customer service issues
  • Send plant availability lists, catalogs, credit applications and other documents to customers as requested
  • Communicate with customers regarding orders, acknowledgements, shipments and credit applications
  • Coordinate with appropriate departments to help schedule customer shipments and determine shipping status and plant issues before contacting customer
  • Place before- and after-shipment courtesy calls to confirm upcoming shipments and receipt of plants in good condition

Other Responsibilities

  • Contribute to brainstorming sales strategies with the Director of In-house Sales & Customer Service to develop overall plan to meet sales goals.
  • Be prepared for and attend daily Sales Team meetings to report on daily priorities and update management.
  • Attend weekly Sales & Marketing meetings to report on work progress, present information on quotes, and to stay informed.
  • Know and follow Sales Team protocols and be familiar with information in the electronic HNI Sales and Customer Service Handbook.
  • Know the product line including what a healthy, ready to ship and true to name plant is by regularly examining shipments being sent to customers.
  • Learn item codes and be proficient in using Results, QuickBooks, the Main Workbook, and Outlook software
  • Maintain an accurate customer database in Results using current protocol
  • Know how to use the phone system and be able to take messages or direct calls to appropriate personnel
  • Assist with office organization by electronically filing paperwork associated with orders, business cards, etc. as needed
  • Promote a quality image of Hoffman Nursery by using proper language in written and verbal communications with team members and customers
  • Use diplomacy, tact and good judgment to strive for individual as well as team success in achieving goals
  • Maintain a professional appearance and demeanor.
  • Maintain a pleasant working environment by communicating respectfully with other HNI team members and customers.
  • Be in alignment with Hoffman Nursery core values:
  • Perform other duties as requested or assigned.


  • BS degree in horticulture or related field or equivalent experience;  
  • 2-3 years of sales experience, horticultural sales experience strongly preferred; 
  • Proficiency in Microsoft Office software; 
  • Effective written and oral communication skills; 
  • Proven initiative and self-direction; 
  • Demonstrated team skills; 
  • Excellent interpersonal skills; 
  • Strong attention to detail and to safety

Position Type: This job is a full-time, 40-hour per week position.

Hoffman Nursery is an Equal Opportunity Employer and all employment is At Will. Hoffman Nursery, Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S., once you have accepted a job offer and completed the Form I-9.

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  • Location
    Rougemont, North Carolina
  • Department
    In-House Sales and Customer Service
  • Employment Type
    Full-Time Permanent
  • Minimum Experience
  • Compensation
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