Position Summary

We are seeking a highly organized and proactive Customer Care Specialist for Tools Support to join our team. This role is essential in managing tool-related issues, supporting contact center operations, coordinating with vendors, and ensuring smooth shipment and claims processes. The ideal candidate will be a strong communicator, problem-solver, and collaborator who thrives in a fast-paced, customer-focused environment.

Key Responsibilities

• Manage tool-related issues from vendors, internal systems, and special orders.
• Respond to inquiries via phone, email, chat, and vendor communications.
• Provide ongoing tool training and updates to seasonal and full-time contact center representatives.
• Coordinate with sales and customers for quote approvals, shipping questions, and delivery updates.
• Notify customers of extended delays or cancellations.
• Convert meeting notes into actionable insights for the contact center.
• Maintain and update charts associated with our tool selection.
• Manage Action cases from initiation to resolution.
• Manage special cases involving missing parts or vendor-specific product requests.
• Research and respond to information inquiries requiring manufacturer contact or deeper investigation.
• File and track claims for lost packages (UPS, USPS, FedEx).
• File claims for truck-related issues as needed.

Qualifications

• 2+ years of experience in customer support, logistics, or tool-related operations.
• Strong communication and organizational skills.
• Proficiency in managing multiple communication channels.
• Experience with vendor coordination and claims processing is a plus.
• Ability to work independently and collaboratively across teams.

Preferred Skills

• Familiarity with contact center operations and seasonal workforce training.
• Experience with tools and parts databases or inventory systems.
• Problem-solving mindset with attention to detail.

Why Join Us?

• Collaborative and supportive team environment
• Opportunities for growth and cross-functional learning
• Make a direct impact on customer satisfaction and operational efficiency.

JOHNNY’S SELECTED SEEDS was established in 1973 by our Founder, Rob Johnston, Jr. Today we are 100% Employee Owned. Johnny’s mission is Helping families, friends, and communities to feed one another by providing superior seeds, tools, information, and service.

Johnny’s is renowned for our exceptional customer service offering seeds, tools, supplies and information to direct-market growers and avid home gardeners. We source, breed, trial, and sell outstanding selected varieties of vegetables, cut flowers, herbs, and farm seed, as well as thoughtfully designed tools and equipment. We take pride in the wealth of information and depth of experience we offer our customer base, nationwide and globally.

We are a strong, stable company focused on growth while still maintaining our small company feel and staying true to our roots. Beautiful Central Maine, where our research farm, warehouse, and offices are located, is the perfect launching point for an active, four-season lifestyle. Geographically situated halfway between Maine’s mountains and its 4500-mile-long coastline, we’re a short drive away from resorts, parks, and harbors renowned for a rich diversity of recreational and cultural opportunities.

If you are passionate about good, healthy food and would choose to work for a company with fellow co-owners who are passionate about our mission and values, Johnny’s may be the place for you!

Johnny’s Selected Seeds is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status.

7/10/2025