Customer Care Coordinator - GROWMARK FS, LLC - Milford, DE

GROWMARK FS is headquartered in Milford, Delaware with branches in New York, New Jersey, Maryland, Delaware, Pennsylvania, and Virginia. GROWMARK FS has about 500 employees (including seasonal workers) and approximately 13,000 customers. The cooperative does business in seed, agronomy, energy, crop protection, precision agriculture, and custom application. GROWMARK FS is part of the GROWMARK System, an agricultural cooperative serving more than 100,000 customers across North America and Ontario, Canada.

PURPOSE AND SUMMARY STATEMENT

Under the direction of the Credit and Agri-Finance Manager, the Customer Care Coordinator oversees daily customer care operations, supports team performance, and ensures consistent, high-quality customer experience. This role serves as an escalation point for complex issues, and drives process improvements across customer service functions, and oversees all Customer Care functions and processes.

SUPERVISION & LEADERSHIP

This role provides leadership and direction to Customer Care Associates and Specialists.

ESSENTIAL JOB RESPONSIBILITIES

Oversee and provide day-to-day direction and guidance to Customer Care Associates and Specialists.

Serve as a primary escalation point for complex or sensitive customer issues, ensuring timely and effective resolution.

Monitor team performance and service quality, providing ongoing coaching, performance feedback, and corrective guidance as needed to Customer Care Associates and Specialists.

Communicate regularly with team members to identify customer needs, trends, and service improvement opportunities.

Support and reinforce a customer-first culture through leadership, accountability, and by example.

Oversee accurate account setup and maintenance, ensuring data integrity across systems.

Review and support financial transaction processes, including payments and account activity, for accuracy and compliance.

Partner with leadership to implement process improvements, tools, and best practices.

Identify, develop, and implement process improvements to enhance efficiency, accuracy, and customer satisfaction.

Assist with training and onboarding of new team members, including systems and service standards.

Support customer engagement initiatives, including promotion and adoption of the myFS Solutions Center.

OTHER JOB FUNCTIONS

Collaborate with the Credit and Accounting teams to ensure adherence to GFS policies and resolve account-related issues.

Support cross-functional communication between customer care, operations, and leadership teams.

Follows GROWMARK’s Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.

Performs all other duties as assigned.

REQUIREMENTS

Associate’s degree in Business Administration or related field, or equivalent experience (Bachelor’s degree preferred).

3–5+ years of customer service, financial operations, or related experience

Prefer telemarketing experience outbound and inbound environment.

Demonstrated leadership, coaching, or team coordination experience.

Strong problem-solving and decision-making skills.

Experience with customer service and sales.

Excellent communication and interpersonal skills.

Proficiency in Microsoft Office (Excel, Word, Outlook).

Strong attention to detail and organizational skills.

Ability to manage multiple priorities and drive results in a fast-paced environment.

Experience with or ability to learn proprietary systems (e.g., Agvance).

Flexibility to work extended hours as business conditions require.

Ability and willingness to participate in required training that may include education on GROWMARK’s policies and procedures and additional training as it relates to the requirements of the position.