Floral Customer Service & Shop Coordinator

Job Description

Job Description

Floral Customer Service & Shop Coordinator

Company: Scentiments Floral Inc.
Position: Floral Customer Service & Shop Coordinator
Employment Type: Full-Time
Location: Newark, New Jersey

About Scentiments Floral Inc.

Scentiments Floral Inc. is a full-service floral company providing thoughtfully designed floral arrangements for funerals, celebrations, special occasions, corporate clients, and everyday moments. We are committed to providing our customers with compassionate, professional, and dependable service from the moment an order is placed through final delivery.

Position Overview

Scentiments Floral Inc. is seeking an organized, creative, and customer-focused Floral Customer Service & Shop Coordinator to support the daily operations of our floral shop.

This is a hands-on position combining customer service, order management, inventory coordination, merchandising, social media, and general shop upkeep .

The Coordinator serves as a primary point of contact for customers while also helping ensure that the shop is organized, inventory is properly received and tracked, completed floral arrangements are documented, and our storefront and digital presence remain current and visually appealing.

Because many of our customers are ordering flowers for funeral and sympathy services, the ideal candidate must also be comfortable assisting families during sensitive and emotional circumstances with patience, compassion, and professionalism.

Key Responsibilities

Customer Service & Order Management

• Answer incoming telephone calls and assist walk-in, telephone, and online customers with floral orders.
• Provide professional, courteous, and knowledgeable customer service throughout the ordering process.
• Assist customers in selecting appropriate floral arrangements based on occasion, preferences, availability, and budget.
• Accurately enter and process orders through the company's POS system.
• Verify recipient names, card messages, delivery addresses, funeral service information, dates, requested delivery times, and other order details.
• Prepare and organize order tickets for the floral design team.
• Clearly communicate special requests, substitutions, deadlines, and customer instructions to the florist.
• Monitor incoming website and third-party orders and ensure they are entered and communicated appropriately.
• Contact customers when clarification, substitutions, or additional information is required.
• Assist with customer questions, concerns, and service issues professionally and promptly.
• Maintain accurate customer, payment, and order records.

Floral Arrangement Documentation

• Take a clear, professional photograph of each completed floral arrangement before it leaves the shop .
• Upload the photograph to the corresponding customer order within the POS system.
• Verify that photographs are attached to the correct orders.
• Maintain consistent documentation so completed arrangements can be referenced for customer service, quality control, and future orders.

Social Media & Website Maintenance

• Maintain the company's social media accounts with current and engaging content.
• Photograph and post completed floral arrangements and other appropriate shop content.
• Create and publish engaging posts promoting floral products, holidays, events, seasonal offerings, and other company initiatives.
• Monitor social media activity and appropriately engage with comments and customer interactions.
• Keep social media pages active, professional, and consistent with the Scentiments Floral brand.
• Update the company website homepage to reflect current seasons, holidays, promotions, and featured floral offerings.
• Ensure outdated seasonal or promotional content is removed or replaced in a timely manner.

Inventory Receiving & Tracking

• Receive incoming flowers, plants, containers, supplies, gifts, and other merchandise.
• Verify deliveries against invoices, packing slips, or purchase orders when applicable.
• Report shortages, damaged merchandise, incorrect items, or other discrepancies to management.
• Accurately track received inventory according to company procedures.
• Properly label, organize, and put away incoming inventory.
• Help maintain organized inventory and storage areas.
• Monitor commonly used supplies and notify management or the florist when inventory is running low.
• Assist with periodic physical inventory counts as requested.

Store Appearance & Floral Display Maintenance

• Maintain a clean, organized, welcoming, and professional retail environment throughout the business day.
• Regularly inspect floral displays and notify the florist when arrangements need to be refreshed, replaced, or refilled.
• Remove old or unsellable flowers from displays as appropriate.
• Clean containers and remove old water from floral displays.
• Refill clean water as necessary to maintain fresh flowers.
• Ensure flowers and plants displayed throughout the shop are properly watered and maintained.
• Monitor plants and floral products for signs of deterioration and bring concerns to the florist's attention.
• Keep customer-facing areas, counters, displays, shelves, and merchandise organized and presentable.
• Maintain the front window display and update it to reflect current seasons, holidays, promotions, and special occasions .
• Assist with merchandising products and floral displays throughout the shop.
• Help ensure that the overall appearance of the store consistently reflects the quality and professionalism of the Scentiments Floral brand.

Delivery & Operational Coordination

• Communicate delivery requirements and special instructions to delivery personnel.
• Coordinate with funeral homes, funeral directors, families, vendors, and other customers when necessary to confirm service and delivery information.
• Help ensure orders are completed, documented, and prepared for delivery by the required deadline.
• Follow company procedures regarding order changes, refunds, discounts, payments, purchasing, and customer complaints.
• Maintain confidentiality and professionalism when working with families, funeral homes, customers, and business partners.
• Perform additional administrative and operational duties as assigned.

Qualifications

• Previous customer service, retail, hospitality, administrative, floral-shop, or similar experience preferred.
• Strong verbal and written communication skills.
• Professional and compassionate telephone and in-person manner.
• Strong organizational skills and attention to detail.
• Comfortable using computers, POS systems, email, websites, and online ordering platforms.
• Comfortable using social media platforms for business purposes.
• Ability to take clear, visually appealing photographs using a smartphone or similar device.
• Basic understanding of social media content creation and customer engagement preferred.
• Ability to learn basic website content-management functions.
• Ability to accurately receive, organize, and track inventory.
• Ability to manage multiple responsibilities and changing priorities in a fast-paced environment.
• Ability to work independently while also taking direction and collaborating with florists, delivery personnel, and management.
• Dependable, punctual, proactive, and willing to take ownership of assigned responsibilities.
• Floral knowledge is a plus but is not required; training will be provided on our products and procedures.

Physical Requirements

This is an active retail position and is not exclusively a desk-based customer service role. The employee must be able to:

• Stand and walk for extended periods during the workday.
• Bend, reach, and move throughout the shop and inventory areas.
• Receive, organize, and put away merchandise and floral supplies.
• Safely lift and carry boxes, plants, floral containers, and supplies associated with normal floral shop operations.

Schedule Requirements

This position requires availability Monday through Saturday, including Saturdays . Saturday availability is a required part of this position and is not optional .

The employee will be scheduled within the company's Monday–Saturday operating schedule based on business and staffing needs.

Candidates must also be available to work during high-volume floral periods, including Valentine's Day, Mother's Day, Easter, prom and graduation season, Thanksgiving, Christmas, and other major holidays and special events .

Because holidays and special events are among the busiest periods for the floral industry, additional hours or schedule adjustments may be required based on business needs.

What We're Looking For

We are looking for someone who sees what needs to be done and takes initiative .

The ideal candidate does not wait to be told that a display needs attention, inventory needs to be organized, a seasonal promotion needs to be updated, or the shop needs to be refreshed. This person takes ownership of the customer experience and the overall presentation of the business.

Success in this position requires excellent customer service, attention to detail, organization, creativity, dependability, and the ability to balance customer-facing responsibilities with the daily operational needs of a busy floral shop.

Scentiments Floral Inc. is an Equal Opportunity Employer.