Customer Care Associate; onsite

Overview

POSITION OVERVIEW 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 works within a team to exceed customer expectations and thrives in a fast-paced, start-up environment with initiative.

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

• Research and resolve customer inquiries.
• 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.
• Work with sales representatives, accounting, and the shipping department to process customer requests and concerns. Confirm orders, obtain payment information, and documents.
• Respond to customer questions efficiently and effectively through active listening, personalization techniques, and adding value.
• Build formal and informal relationships with customers and internal team members to drive loyalty and retention. Manage assigned accounts and review their performance.
• Provide supervisor/manager with timely updates on order processing, shipping, and back orders.
• May back up the front desk receptionist for a limited time, including greeting visitors and triaging phone calls.
• Participate in trade shows and showroom set-ups. Engage and work with customers face-to-face.
• Operate as a team player and collaborate to drive solutions for the long-term success of Allstate Floral and its customers.

• Strong communications skills.
• Extremely detail and task oriented.
• Technical proficiency in MS Office, especially Excel and Outlook.
• Strong sense of initiative and problem solving.
• Quick learner comfortable with change and learning new systems/processes.
• Team oriented with a desire to help build a dynamic, unique organization.

This job operates primarily in a professional office environment. The role routinely uses standard office equipment. When expected to travel to trade shows, the environment becomes the showroom.

This is largely a sedentary role; some filing is required which may require lifting, bending, and standing as necessary. If traveling to trade shows, you may set up product displays and stand or walk for several hours. Ability to lift, push, and pull up to 25 pounds without assistance.

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 travel to trade shows is required, hours may change accordingly.

Travel is primarily local during the business day. Domestic travel to showrooms for trade shows and set-ups is expected 4 to 6 times a year for multiple days. Destinations include Dallas, TX;
Atlanta, GA;
High Point, NC; and Las Vegas, NV.

• High School Diploma required; college education preferred
• Wholesale and trade show experience
• 1+ years in an office customer service environment; 3+ years experience preferred
• Spanish bilingual
• Chinese, Tagalog, or Vietnamese bilingual (optional language requirement)
• 3+ years in an office customer service environment

$19.00 - $20.00 hourly, depending on experience.

Please note this job description is not designed to cover all activities, duties, or responsibilities required of the employee. Duties may change at any time with or without notice.

Allstate Floral is a leading home décor company 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 global retailers, distributors, and interior designers. Allstate Floral fosters an energetic work environment of creativity and collaboration. As the…