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Customer Service Associate

COMPANY OVERVIEW


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.

POSITION OVERVIEW
Allstate Floral is looking for a customer care professional with a passion for taking care of customers. The Customer Service team processes a large volume of orders placed over email, phone and fax, researches and solves customer problems, processes returns, and works on custom/special orders. We are looking for someone who loves to work within a team to deliver a “wow” customer experience. This person should be motivated by and be able to thrive in a fast-paced, start-up, environment with little structure and requiring a lot of initiative.

PRIMARY RESPONSIBILITIES / FUNCTIONS

  1. Receive, process and prioritize a large volume of orders placed through email, phone, or fax.
  2. Provide order acknowledgement within 24 hours of order receipt to Customers and Sales Reps.
  3. Ensure that all orders ship within a timely manner and communicate issues and solutions immediately to Customers and Sales Reps. Work with Sales Representatives, Accounting, and the Shipping departments to process customer requests and concerns.
  4. Research and resolve customer inquiries. Respond to customer questions efficiently and effectively through the use of active listening, personalization techniques and focusing on adding value. Interact with customers in a professional manner via phone or email to provide information in response to inquiries, concerns and requests about products and services.
  5. Manage and process product returns on a timely basis.
  6. Maintain and update customer records and orders by updating account information and identifying gaps in department processes.
  7. Work with Data Processing department to efficiently process new accounts and their opening order.
  8. Help company achieve monthly shipment goals with order processing and communication with various departments. Provide management with timely updates on order processing, shipping, and backorder reports.
  9. Understand the disposition of all orders at all times.
  10. Build formal and informal relationships with Customers and internal team members to drive customer loyalty and retention.
  11. Strive for excellence-Motivate yourself and others to achieve high standards and continuously improve.
  12. May be asked to temporarily work the front desk to greet visitors and triage phone calls, as a back-up to the main receptionist.

REQUIREMENTS / MUST HAVE:

  1. Must have at least 1 year of B2B (business to business) customer service experience.
  2. Must have excellent organizational and multi-tasking skills.
  3. Must be extremely detail and task oriented – able to develop a system to stay organized.
  4. Must be proficient with Microsoft Office (Word, Excel, Outlook) and have the ability to learn new software quickly.
  5. Must have strong sense of initiative – proven track record of solving problems.
  6. Must be a quick learner who is comfortable with change and learning new systems/processes.
  7. Must have a strong sense of team and a desire to improve processes and help build a dynamic, unique organization.
  8. Must have excellent verbal and written communication skills, including the ability to type professional emails to customers and colleagues.
  9. Must have strong follow-up skills.
  10. Must excel in a fast-paced environment.
  11. Must be able to work business hours in our Cerritos headquarters from 8:30 AM – 5:30 PM.
  12. Must be able to travel domestically to our 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.
  13. High school diploma required; college education preferred.

 

Pay Range:  $13.50 - 16.50 per hour, depending on experience

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