Customer Care Associate (On Site)

Customer Care Associate

The Customer Care Associate (CCA) at Allstate Floral has a passion for taking care of customers. The Customer Care team processes a large volume of orders placed over email, fax, phone, and in person, researches and solves customer problems, processes returns, and works on custom/special orders. The CCA loves to work within a team to exceed customer expectations. This person is motivated by and able to thrive in a fast-paced, start-up, environment with little structure and requiring a lot of initiative.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Research and resolve customer inquiries.
2. Interact with customers to provide information in response to inquiries, concerns, and requests about products and services, including following through to completion on product returns and claims. A reply with solution is expected for most customer requests within two business days to customers, sales reps and internal departments.
3. Work with sales representatives, accounting, and the shipping department to process customer requests and concerns. Confirm orders, obtain payment information, and documents.
4. Respond to customer questions efficiently and effectively through the use of active listening, personalization techniques and focusing on adding value.
5. Build formal and informal relationships with customers and internal team members to drive customer loyalty and retention. Manage assigned accounts and review their performance.
6. Provide supervisor/manager with timely updates on order processing, shipping, and back orders.
7. May be asked to back up the front desk receptionist for a limited time, including greeting visitors, triaging phone calls, and other administrative tasks.
8. Participate in tradeshows and showroom set-ups. Engage and work with customers face-to-face.
9. Operate as a team player. Work together to drive solutions for the long-term success of Allstate Floral and its customers.

Competencies

1. Strong communications skills.
2. Extremely detail and task oriented.
3. Technical proficiency in MS Office, especially Excel and Outlook.
4. Strong sense of initiative, with a penchant towards solving problems.
5. A quick learner who is comfortable with change and learning new systems/processes.
6. A strong sense of team and a desire help build a dynamic, unique organization.

Work Environment

This job operates primarily in a professional office environment. The role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets, and fax machines. When expected to travel to trade shows, the environment becomes the showroom.

Physical Demands

This is largely a sedentary role; however, some filing is required which would require the ability to lift files, open filing cabinets and bend or stand as necessary. If requested to travel to trade shows, the ability to set up product displays and stand or walk on feet for several hours at a time is required. Ability to lift, push, and pull up to 25 pounds without assistance.

Position Type and Expected Hours of Work

This is a full-time onsite position in our Cerritos, California, headquarters. Business hours are Monday through Friday, 8:30 a.m. to 5:30 p.m. If requested to travel to trade shows, the expected days and hours of work will change accordingly.

Travel

Travel is primarily locally during the business day. Domestic travel is expected to our showrooms for trade shows and set-ups, 4 to 6 times a year, for multiples days at a time. Destinations include Dallas, TX, Atlanta, GA, High Point, NC, and/or Las Vegas, NV.

Required Education and Experience

1. High School Diploma required; college education preferred
2. Bilingual Spanish
3. Wholesale and trade show experience
4. 1+ years in an office customer service environment; 3+ experience preferred

Preferred Education and Experience

1. Associate's degree.
2. 3+ years in an office customer service environment
3. Bilingual in Chinese, Tagalog, or Vietnamese

Salary Range

$20.00 hourly, depending on experience.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Allstate Floral

Allstate Floral is a leading home décor company that has become known for its innovative designs and breadth of high-quality artificial flowers and home décor accessories. 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. As the leading importer with the largest in-stock decorative flowers, greenery and home decor, Allstate Floral is always looking to recruit and retain exceptional people who are skilled, confident, innovative and committed to providing excellent customer service to buyers.

Allstate Floral is an equal opportunity employer.