Customer Care Manager
Job Location:
Job Location:
Cerritos, CA - USA
Yearly Salary:
USD 72000 - 78000
Yearly Salary:
Posted on:
Yesterday
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Department:
Job Summary
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 theleading importer with the largest in-stock decorative flowers greenery and home decor Allstate Floral is always looking torecruit and retain exceptional peoplewho are skilled confident innovative and committed to providing excellent customer service.
POSITION OVERVIEW
The Customer Care Manager (CCM) is an onsite role 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 CCM is in charge of the entire Customer Care team and makes sure that the team does its best to meet customer needs by giving helpful product tips making recommendations on how to resolve customer issues taking orders and facilitating returns troubleshooting problems and answering complaints. The CCM also sets ground rules and expectations follows company guidelines for dealing with customers and resolves problems between coworkers or customers as they arise.
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Directly manages the entire Customer Care Department including a team of Customer Care Associates/Specialists one Customer Care Supervisor one Office Services Supervisor and one Receptionist. Carries out supervisory responsibilities in accordance with the companys policies and applicable laws.
TRAVEL
Travel is primarily locally during the business day. Domestic travel is required 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
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 theleading importer with the largest in-stock decorative flowers greenery and home decor Allstate Floral is always looking torecruit and retain exceptional peoplewho are skilled confident innovative and committed to providing excellent customer service.
POSITION OVERVIEW
The Customer Care Manager (CCM) is an onsite role 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 CCM is in charge of the entire Customer Care team and makes sure that the team does its best to meet customer needs by giving helpful product tips making recommendations on how to resolve customer issues taking orders and facilitating returns troubleshooting problems and answering complaints. The CCM also sets ground rules and expectations follows company guidelines for dealing with customers and resolves problems between coworkers or customers as they arise.
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 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 maintains procedure and training documentation for all Customer Care functions.
- Delegate tasks and provides 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. Engage and work with customers face-to-face.
- A 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
Directly manages the entire Customer Care Department including a team of Customer Care Associates/Specialists one Customer Care Supervisor one Office Services Supervisor and one Receptionist. Carries out supervisory responsibilities in accordance with the companys policies and applicable laws.
TRAVEL
Travel is primarily locally during the business day. Domestic travel is required 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
- Associates degree; Bachelors degree preferred
- 3 years directly managing a team of 6 people in an office customer service environment; 8 years experience preferred
SALARY RANGE: $72000 - $78000 annually depending on experience.
BENEFITS:
BENEFITS:
- Medical/Dental/Vision Insurance
- TermLife Insurance
- 401(k)
- Paid Time Off
- Paid Holidays
Allstate Floral is an equal opportunity employer.
Please see ourPrivacy Notice to California Job Applicants.
Required Experience:
Manager
About Company
Allstate Floral, Inc, Allstate Floral inspires décor-minded people withbeautiful silk and artificial flowers, greenery, andhome accessories across a range of styles and pricepoints. As one of the industrys top importers with aselection of over 30,000 products from timeless totrend, A ... View more
