Sr. Customer Service Associate

Brand

Description

POSITION SUMMARY

• This position is responsible for managing major business accounts and providing order management and customer care to the Corporate Sales Team. Main duties include customer service support, order management, preparation for electronic and manual order entry, account maintenance and sales support to the Corporate Sales Team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Major responsibilities:

• Must have excellent verbal and written communication skills in order to interact professionally with customers and employees at all levels of the organization
• Must be able to accommodate changing work schedules, which will include weekends and late hours during the Holiday.
• A proven ability to use discretion in working with confidential information is essential.
• Must be self-motivated detail oriented with the ability to organize multiple tasks and produce results with exact deadlines in an environment with frequent interruptions
• Extensive knowledge in order entry and customer service within CCS
• Strong customer service skills
• Inbound calls (i.e. external customers, internal callers, transfers, questions, etc.)
• Process a variety of orders
• Customer service requests
• Emails
• Emailed Holds Report and Holds Worker Console
• Viewer System Console
• Support Management Dashboard in Salesforce
• Customer Contact Tool
• Proficiency in MS Office
• Proficiency in MS Excel
• Must be a team player

Other customer service duties may be assigned

Requirements

KNOWLEDGE

• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

• Computers - Knowledge of computer software, including applications and programming.

SKILLS

• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Speaking - Talking to others to convey information effectively.
• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Mathematics - Using mathematics to solve problems.
• Time Management - Managing one's own time and the time of others.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Written Expression - The ability to communicate information and ideas in writing so others will understand.
• Critical Thinking - Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Judgment and Decision Making - Considers the relative costs and benefits of potential actions to choose the most appropriate one.
• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

ABILITIES

• Originality - The ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.
• Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Speech Clarity - The ability to speak clearly so others can understand you.
• Speech Recognition - The ability to identify and understand the speech of another person.
• Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Written Comprehension - The ability to read and understand information and ideas presented in writing.
• Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
• Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

PHYSICAL DEMAND AND WORK EFFORT

• Constant mental and/or visual attention; the flow of work requires focused, detailed attention in an office environment.
• The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during normal performance of the job.
• Must be able to sit for extended periods of time during work shift.
• Must be able to lift, push and pull up to 10 pounds occasionally when utilizing catalog materials and work station supplies.
• This position may require travel to key accounts in the assigned territory and to trade shows.

About Us

About The Popcorn Factory®

For more than 40 years, The Popcorn Factory has delighted customers with flavorful popcorn and gourmet snack gifts. Headquartered in Lake Forest, Illinois, The Popcorn Factory specializes in making fresh-popped popcorn using the finest corn grown in the United States. Each kernel is air popped with unique flavors added using high-quality oil, including coconut, avocado and sunflower oil. Offerings include iconic gallon tins featuring exclusive designs as well as other unique packaging created for all celebratory and gift-giving occasions. The Popcorn Factory is part of the 1-800-FLOWERS.COM, Inc. family of brands. Shares in 1-800-FLOWERS.COM, Inc. are traded on the NASDAQ Global Select Market, ticker symbol: FLWS.

Our Commitment to Diversity

At 1-800-FLOWERS.COM, Inc., we seek to inspire more human expression, connection, and celebration -- for everyone. This means fostering a culture of inclusion where our team members, customers, and partners feel respected, valued, and empowered. We believe that embracing diversity, and celebrating the uniqueness of every individual, makes us a better company.