Customer Care Manager

Allstate Floral Inc.•Cerritos, CA

6d•$72,000 - $78,000•Onsite

About The Position

Allstate Floral is a leading home décor company known for its innovative designs and high-quality artificial flowers and home décor accessories. The company sells decorative flowers, plants, trees, home accents, and holiday décor through global retailers, distributors, and interior designers. Allstate Floral fosters an energetic work environment of creativity and collaboration and is the leading importer with the largest in-stock selection of decorative flowers, greenery, and home decor. They seek to recruit and retain exceptional people who are skilled, confident, innovative, and committed to providing excellent customer service.

Requirements

Associate’s degree
3+ years directly managing a team of 6+ people in an office customer service environment
Strong sense of team and a desire to mentor others and help build a dynamic, unique organization.
Communications 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

Nice To Haves

Bachelor’s degree preferred
8+ years’ experience preferred

Responsibilities

Provide daily direction, coaching, and supervision for all service handling functions, including customer requests and problem-solving.
Implement and supervise daily quality control initiatives for customer interactions.
Establish, communicate, track, and measure individual and team productivity daily/weekly/monthly.
Develop and maintain procedure 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 assist the team in maintaining service levels and production goals.
Participate in tradeshows and showroom set-ups, engaging and working with customers face-to-face.