Floral Shop Coordinator & Customer Experience Lead

Cotton Funeral; Newark (NJ); Sur place; USD 36 000 - 48 000; Plein temps

Résumé du poste

Scentiments Floral Inc. is seeking a Floral Customer Service & Shop Coordinator to support daily shop operations in Newark, NJ.

This hands-on role combines customer service, order processing, inventory tracking, merchandising, social media, and shop upkeep, with an emphasis on compassionate service for funeral and sympathy orders. You will coordinate with florists, manage orders, capture arrangement photos, and maintain a polished storefront and online presence.

Qualifications

• Previous customer service, retail, hospitality, administrative, floral-shop, or similar experience preferred.
• Strong verbal and written communication skills.
• Professional and compassionate telephone and in-person manner.
• Strong organizational skills and attention to detail.
• Comfortable using computers, POS systems, email, websites, and online ordering platforms.
• Comfortable using social media platforms for business purposes.
• Ability to take clear, visually appealing photographs using a smartphone or similar device.

Responsabilités

• Answer incoming telephone calls and assist walk-in, telephone, and online customers with floral orders.
• Provide professional, courteous, and knowledgeable customer service throughout the ordering process.
• Assist customers in selecting appropriate floral arrangements based on occasion, preferences, availability, and budget.
• Accurately enter and process orders through the company's POS system.
• Verify recipient names, card messages, delivery addresses, funeral service information, dates, requested delivery times, and other order details.
• Prepare and organize order tickets for the floral design team.
• Clearly communicate special requests, substitutions, deadlines, and customer instructions to the florist.
• Monitor incoming website and third-party orders and ensure they are entered and communicated appropriately.
• Contact customers when clarification, substitutions, or additional information is required.
• Assist with customer questions, concerns, and service issues professionally and promptly.
• Maintain accurate customer, payment, and order records.
• Take a clear, professional photograph of each completed floral arrangement before it leaves the shop.
• Upload the photograph to the corresponding customer order within the POS system.
• Verify that photographs are attached to the correct orders.
• Maintain consistent documentation so completed arrangements can be referenced for customer service, quality control, and future orders.
• Maintain the company's social media accounts with current and engaging content.
• Photograph and post completed floral arrangements and other appropriate shop content.
• Create and publish engaging posts promoting floral products, holidays, events, seasonal offerings, and other company initiatives.
• Monitor social media activity and appropriately engage with comments and customer interactions.
• Keep social media pages active, professional, and consistent with the Scentiments Floral brand.
• Update the company website homepage to reflect current seasons, holidays, promotions, and featured floral offerings.
• Ensure outdated seasonal or promotional content is removed or replaced in a timely manner.

Description du poste

Scentiments Floral Inc. is seeking a Floral Customer Service & Shop Coordinator to support daily shop operations in Newark, NJ.

This hands-on role combines customer service, order processing, inventory tracking, merchandising, social media, and shop upkeep, with an emphasis on compassionate service for funeral and sympathy orders. You will coordinate with florists, manage orders, capture arrangement photos, and maintain a polished storefront and online presence.