Customer Service Rep - Plant Nursery

Vista, CA. Full-Time Non-Exempt - On-Site

About the Role

Plug Connection is looking for a detail-oriented Customer Service Representative to join our Customer Service team in Vista, CA. In this role, you'll be the connective tissue between our brokers, grower customers, and internal teams — managing orders from entry through delivery and making sure every customer gets accurate, timely, and friendly service.

You'll work daily within our ERP system, coordinate closely with our availability, production, shipping, growing, accounting, and IT teams, and serve as a trusted point of contact for brokers and retailers navigating order changes, plant availability, and quality concerns. If you're organized, communicative, and energized by fast-paced problem solving, we'd love to talk with you.

This is a full-time, on-site position (no telecommuting), 40 hours per week, with additional hours as the season demands.

What You'll Do

• Enter, review, and adjust customer orders within the PICAS ERP system
• Coordinate daily with availability, production, shipping, growing, accounting, and IT to ensure smooth order fulfillment
• Communicate by phone and email with broker representatives, broker offices, and grower customers regarding order status, and resolve customer concerns with support from internal resources
• Review customer claims and work with your manager to process replacements or credits
• Process high-volume orders from brokers and retailers via phone and email, ensuring accurate entry into PICAS
• Provide real-time updates to brokers on plant readiness (color, height, root development)
• Manage order revisions, cancellations, and add-ons as retail needs shift with weather or seasonal demand
• Regularly export and distribute Availability Lists from PICAS to your broker network
• Proactively contact affected parties to offer substitutions or credits when a grower flags a substandard crop, before the truck leaves
• Process Arrival Quality issues — including credits or replacements in PICAS for damaged plants, often based on photo evidence from the buyer
• Maintain accurate, up-to-date customer profiles in the ERP

What We're Looking For

• 1–2 years of previous customer service experience
• Strong computer and software skills, including a solid command of Excel
• Ability to learn and become proficient in the PICAS ERP system (prior experience a plus)
• Excellent written and verbal communication skills, with the ability to troubleshoot and resolve customer issues as they arise
• Strong organizational skills with the ability to prioritize, multi-task, and manage time in a fast-changing environment with frequent interruptions
• A positive, professional, and collaborative approach to working relationships
• Basic working knowledge of standard office equipment (phone, copier/fax, printer, computer)
• High school diploma required
• Bilingual English/Spanish preferred
• Horticultural experience a plus, but not required
• Availability for minimal travel to trade show events preferred, not required

Physical Requirements

This role involves prolonged sitting or standing at a desk, regular use of hands and fingers for computer and office tasks, and the ability to lift, carry, push, or pull up to 25 pounds. Employees may occasionally need to bend, stoop, kneel, or walk on uneven terrain around the facility, and should be comfortable working in both an indoor office setting and an indoor/outdoor greenhouse environment, with occasional exposure to sun, heat, or cold. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this role.

How to Apply

Interested candidates should submit a resume for consideration. We look forward to hearing from you!

Plug Connection is an equal opportunity employer.