Job Description

Job Description

At Pluck'd , we're building a massive, state-of-the-art, 65-acre greenhouse in Carroll County, Virginia - a facility designed to revolutionize how fresh produce is grown and delivered. While our first tomatoes won't roll off the vine until 2026, we need a Customer Service Manager now to help build the systems and processes that will set our customer experience apart from day one.

This role is critical to ensuring seamless order management, proactive client communication, and efficient use of our NetSuite ERP system to deliver transparency and accuracy across our supply chain. You'll lead the customer service function, manage a small team, and collaborate closely with our sales, logistics, and production teams to ensure every customer interaction reflects the quality and care behind every Pluck'd tomato.

Key Responsibilities:

Customer Relationship Management

• Serve as the primary point of contact for customer inquiries, providing timely, accurate, and professional support.

• Build and maintain strong relationships with retail, wholesale, and distribution clients.

• Resolve complaints and concerns quickly with a customer-first mindset and focus on long-term client satisfaction.

Order Fulfillment & ERP Oversight

• Oversee end-to-end order processing in NetSuite, including EDI order entry, tracking, adjustments, and billing.

• Monitor fulfillment timelines, inventory accuracy, and shipping schedules in coordination with farm and logistics teams.

• Use NetSuite dashboards and reports to provide real-time visibility to customers and internal teams.

Team Leadership:

• Lead, train, and mentor the customer service team to meet KPIs and deliver exceptional performance.

• Establish best practices in customer service, emphasizing accuracy, consistency, and empathy.

Process Improvement & Reporting:

• Identify opportunities to streamline order management workflows and communication processes.

• Generate and analyze reports to monitor service levels, order accuracy, and customer feedback trends.

• Partner cross-functionally with sales, production, and IT teams to address systemic issues and drive continuous improvement.

Qualifications & Skills:

Must-Have:

• 5+ years of customer service experience, with at least 2 years in a management or supervisory role.

• Advanced proficiency in NetSuite (CRM, order management, and inventory modules required).

• Strong organizational, communication, and interpersonal skills.

• Data-driven mindset with the ability to interpret and act on ERP insights.

• Ability to thrive in a fast-paced, seasonal business environment.

Preferred (but not required):

• Experience in fresh produce, agriculture, food distribution, or other perishable goods industries.

• Bilingual in English/Spanish.

• Familiarity with produce industry compliance standards (e.g., PTI, FSMA).

• Experience with transportation logistics and cold chain management.

Why Join Pluck'd:

Pluck'd is on a mission to grow produce differently - smarter, fresher, and more sustainably. Joining now means you'll help shape a company that values innovation and exceptional service from the very start.

Here's what you can look forward to:

• Competitive pay and performance-based incentive programs

• Paid Time Off (PTO) and Paid Sick Leave

• Health, Dental & Vision Insurance Options

• Parental Leave (maternity & paternity)

• Overtime Pay where applicable

• Uniforms provided and cleaned at no cost

• A culture built around safety, respect, and growth for every team member

• The excitement of helping launch one of the region's most advanced greenhouse facilities

Eligibility for certain benefits may vary based on role and employment status.

Equal Opportunity Employer

We celebrate diversity, creativity, and fresh ideas. All qualified applicants are encouraged to apply, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, or any other protected status.

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