Customer Care Manager

About Allstate Floral Allstate Floral is a leading home décor company known for its innovative designs and breadth of high‑quality artificial flowers and accessory décor. Products include decorative flowers, plants, trees, home accents and holiday décor sold through a broad spectrum of global retailers, distributors, and interior designers. Allstate Floral fosters an energetic work environment of creativity and collaboration and strives to recruit and retain exceptional, innovative people who are committed to providing excellent customer service. Position Overview The Customer Care Manager (CCM) is an onsite role responsible for overseeing the Customer Care team. The team processes a large volume of orders placed via email, fax, phone, and in person, researches and resolves customer problems, processes returns, and handles custom or special orders. The CCM provides direction, sets expectations, and ensures the team meets customer needs through effective product guidance, issue resolution, and service excellence. Essential Functions Provide daily direction, coaching, and supervision for all service‑handling functions. Implement and supervise daily quality‑control initiatives for customer interactions. Establish, communicate, track, and measure individual and team productivity on a daily, weekly, and monthly basis. Develop and maintain procedures and training documentation for all Customer Care functions. Delegate tasks and provide ongoing training and development for direct reports. Ensure all customer escalations are addressed and resolved within a reasonable timeframe. Assist the company with process‑improvement initiatives as assigned. Provide service and task coverage as needed to maintain service levels and production goals. Participate in trade shows and showroom set‑ups; engage and work with customers face‑to‑face. Competencies A strong sense of teamwork and a desire to mentor others and help build a dynamic, unique organization. Exceptional communication proficiency. Technical proficiency in MS Office, especially Excel and Outlook. Extremely detail‑ and task‑oriented. A quick learner who is comfortable with change and learning new systems/processes. Results‑driven. Supervisory Responsibility Directly manages the entire Customer Care Department, including a team of Customer Care Associates/Specialists, one Customer Care Supervisor, one Office Services Supervisor, and one Receptionist. Carries out supervisory responsibilities in accordance with the company’s policies and applicable laws. Travel Travel is primarily local during the business day. Domestic travel is required to showrooms for trade shows and set‑ups, 4 to 6 times a year, for multiple days at a time. Destinations include Dallas, TX; Atlanta, GA; High Point, NC; and/or Las Vegas, NV. Required Education and Experience Associate’s degree; Bachelor’s degree preferred. 3+ years directly managing a team of 6+ people in an office customer‑service environment; 8+ years experience preferred. Salary Range $72,000 – $78,000 annually, depending on experience. Benefits Medical/Dental/Vision Insurance Term Life Insurance 401(k) Paid Time Off Paid Holidays Allstate Floral is an equal opportunity employer. #J-18808-Ljbffr