Customer Experience Manager

Lafayette, CO


Every day, our team goes the extra mile to maximize the economic yields in Cannabis facilities across the United States. These efforts allow commercial Cannabis entrepreneurs, business owners, and Cannabis advocates to fulfill their dreams of providing the healing powers of Cannabis as medicine.

Our team is comprised of scientists, cultivators, techies, engineers, energy efficiency professionals, accountants, skilled project managers, and administrative professionals. urban-gro is growing and expanding our service team with the addition of a Customer Experience Manager.

Job Specific Responsibilities:

Customer Service

· Responds to customer or sales rep requests

· Processes actionable items for regional sales managers and customers

· Answers customer calls in a friendly and efficient manner and directs them to the appropriate contact within the company

· Works with DSI and DSC to coordinate communication between customers, sales managers, and designers during the design, delivery, installation, and commissioning process

· Follows up with project designers, vendors, etc. when projects have stalled and provides updates to the sales rep/ customer


· Manages time effectively and asks appropriate sources for help when needed

· Manages internal communication to provide accurate project details to regional sales managers and customers

· Creates and maintains customer folders, including a file for customer-facing documents

· Adds new files (and pertinent information from emails) to the customer folders as they are received

· Verifies the necessary information and deposit have been received at the launch of a new project, and notifies the DSI and sales rep of any omissions

· Manages Leankor process flow to ensure deliverable timelines/ milestones are met

· Utilizes Salesforce to collect customer information before requesting it from the customer or sales rep

· Seeks approval from either the DSI or VP of Sales before discounted prices are offered to a customer or products are shipped without advance payment

· Verifies any special requests made by sales reps/ customers with the BM, DSI, or VP of Sales before executing them

· Participates in learning the product line through urban-gro product training

· Works collaboratively with all urban-gro team members

· Displays leadership and promotes a positive work environment

Order Processing

· Requests quotes from vendors for custom orders or new product sales

· Enters parts lists into QuickBooks once generated by the fertigation designer

· Enters new parts into inventory as necessary for completing quotes

· Generates quotes in QuickBooks as requested by the sales team/ customers

· Places equipment purchase orders within 1 business day of order confirmation and order deposit

· Notifies procurement/vendors when products are released for shipment (payment received)

· Audits all fertigation orders before they leave the warehouse

· Invoices and generates packing slips for the warehouse for orders shipping from urban-gro directly

· Creates and maintains shipping lists for all active projects, including estimated timelines and tracking after shipment

· Works with vendors to prioritize shipments and develop timelines

· Shares appropriate shipping list with the customer and notifies customer of each individual delivery

· Notifies the customer of any shipment delays

· Verifies all fertigation part orders are on site with the custom

· Is on-call during commissioning for DSC to make rush orders of items needed to complete commissioning

RMA Processing

· Works with the customer to follow standard warranty procedures, including basic troubleshooting

· Files appropriate warranty claims with our vendors and freight providers

· Arranges the shipment of replacement product within one day of receiving confirmation (either from the vendor or from the DSI) the product is under warranty

· Generates shipping documents for the customer when urban-gro is paying for the return shipment

· Completes an RMA form and provides it to the customer to include with any returns

· Tracks warranties/ RMAs in the RMA log

· Follows up with customers every week until the damaged product is received at the warehouse (when applicable)

· Notifies accounting when to create credit memos for returned product

Vendor Relations

· Works with certain vendors to prioritize and track all open orders, and orders warehouse stock

· Western CXM – Lights

· Central CXM – Benches, Fans, and Element Air

· Eastern CXM – Fertigation

Qualifications and Experience:

· HS Diploma or Equivalent. Associates Degree in Business Management (or similar degree preferred).

· Proven history of detail-oriented work assignments, with increasing complexity and responsibility over time

· Industry Specific Knowledge

· Proficiency and experience with Microsoft Office Suite, Salesforce, Leankor, Google Drive Suite

· 1-3 years Customer Service Experience

urban-gro, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Go to all jobs