Customer Support and Service Representative

6 months ago

Niagara Falls, Canada Flowers.ca Inc Full time

**Company Description**:
CanadaFlowers.ca is a leading online floral retailer dedicated to providing exceptional service and high-quality floral products to customers across Canada. With a wide selection of beautiful arrangements for every occasion, from birthdays and anniversaries to weddings and sympathy tributes, we strive to exceed our customers' expectations with every order. As we continue to grow, we are seeking a motivated and customer-focused individual to join our team as a Flower Broker/Customer Support and Service Representative.
- **Position Overview**:_
The Flower Broker/Customer Support and Service Representative will serve as a key point of contact for customers, providing expert assistance with floral selections, order inquiries, and customer service issues. In addition to assisting customers, this role will also involve coordinating flower orders and managing affiliated florist relationships to ensure timely delivery of high-quality products.

**Responsibilities**:

- **Customer Support and Service**:

- Respond promptly and professionally to customer inquiries, concerns, and feedback, striving to resolve issues to the customer's satisfaction.
- Process orders, handle order modifications or cancellations, and provide order status updates as needed.
- Maintain accurate customer records and order documentation using OM (Order Management Software).

**Affiliated Florist Management**:

- Cultivate and maintain strong relationships with affiliated florists, negotiating pricing, terms, and delivery dates as necessary.
- Communicate effectively with affiliated florists to ensure order accuracy, resolve issues, and address any concerns or discrepancies.

**Process Improvement**:

- Collaborate with cross-functional teams/management and coworkers to implement best practices and enhance the overall customer experience.

**Qualifications**:

- High School Diploma
- Minimum of 2 years of experience in customer support, sales, or related roles, preferably within the floral industry or e-commerce sector but not required.
- Strong communication and interpersonal skills, with the ability to interact effectively with customers and vendors.
- Excellent problem-solving skills and attention to detail is imperative.
- Perform data entry tasks accurately and efficiently.
- Ability to multitask and prioritize in a fast-paced environment.
- Strong communication skills with the ability to effectively interact with customers.
- Ability to handle challenging situations with patience and empathy.
- Flexibility to adapt to changing priorities and work schedules as needed.
- Maintain a high level of professionalism and phone etiquette at all times.
- Drivers License (G2)
- Flower Knowledge Not Required: While prior flower knowledge is not necessary, it is considered an asset.
- French Language Skills: Proficiency in French is beneficial but not mandatory for this role.
- Proficiency in English is mandatory

**Wage Variation**:

- Compensation will vary depending on experience

**Schedule**:

- Overtime Available: Opportunities for overtime will arise, particularly during extended floral giving holidays(Mother's Day, Valentine's Day and Christmas).
- Full-Time Availability: This position requires full-time availability to accommodate our operational needs. **We are open Monday - Friday, 8 am-6 pm, and Saturday and Sunday, 9 am-4 pm. Closed Christmas and New Year's Day.**

**Benefits**:

- Competitive salary commensurate with experience.
- Comprehensive benefits package including life insurance, on-site parking, casual dress, dental and vision care.
- Opportunities for career growth and advancement within a dynamic and growing company.

CanadaFlowers.ca is an equal opportunity employer committed to diversity and inclusion in the workplace.

**How to Apply**:
**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Store discount
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Overtime
- Weekends as needed

Supplemental pay types:

- Overtime pay

**Education**:

- Secondary School (preferred)

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 2 years (preferred)

Work Location: In person

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