Order Control and Customer Service Representative

The Order Control (OC) and Customer Service Representative is a full-time position that combines responsibility for Order Control with customer service, phone sales, and in-store Gift Shop support. The OC Representative plays an important role throughout the customer experience—from helping a customer select and place the right order to ensuring that order is accurate, complete, routed appropriately, and successfully fulfilled.

When assigned to Order Control, this individual is responsible for the Order Control function for that shift, overseeing the flow and accuracy of orders and coordinating and planning delivery routes for drivers. This requires strong attention to detail, sound judgment, organization, problem-solving, and effective communication across departments.

During Customer Service shifts, this individual is responsible to serve customers both over the phone and in person in the Eastern Floral Gift Shop, assisting with floral and gift purchases, answering questions, processing orders, and creating a welcoming and meaningful customer experience.

Success in this role requires someone who enjoys both the detail, coordination, and problem-solving of Order Control and the personal connection of customer-facing service.

Schedule

This is a full-time position with an alternating two-week schedule between Order Control and Customer Service responsibilities.

Week 1

2 days – Order Control (7:30-4 shift)

3 days – Customer Service / Phone Sales & Gift Shop (9-5:30 shift)

Week 2

3 days – Order Control (7:30-4 shift)

2 days – Customer Service / Phone Sales & Gift Shop (9-5:30 shift)

This rotation will continue throughout the year. The position is expected to work every other Saturday and may require additional flexibility during holidays and other peak floral seasons.

Key Job Functions

Order Control & Order Management

When assigned to the Order Control position, the Order Control and Customer Service Representative is responsible for managing the Order Control function for that shift. This includes overseeing the flow and accuracy of orders, coordinating delivery activity, and communicating with the appropriate teams to support successful and timely fulfillment.

· Take primary responsibility for Order Control operations while assigned to the Order Control seat.

· Review and manage customer orders to ensure accuracy, completeness, and successful fulfillment.

· Monitor the daily flow of orders and proactively identify issues that could impact production or delivery.

· Review product availability, substitutions, delivery information, special instructions, timing requirements, and other details that may impact successful fulfillment.

· Coordinate and plan daily delivery routes for drivers, organizing orders to support efficient and timely deliveries.

· Evaluate delivery locations, requested delivery times, order priorities, driver availability, and other relevant factors when planning routes.

· Adjust delivery routes and priorities throughout the day as circumstances change, including new orders, delivery challenges, customer requests, or other operational needs.

· Communicate route assignments, changes, priorities, and special delivery instructions clearly with drivers and the Delivery team.

· Maintain awareness of the progress of deliveries throughout the day and respond appropriately when issues or delays arise.

· Coordinate with Design, Delivery, Customer Service, Sales, and other departments to maintain an effective flow of orders from receipt through delivery.

· Make necessary order adjustments and ensure changes are accurately documented and communicated.

· Communicate with customers when necessary regarding substitutions, order changes, delivery concerns, or other fulfillment issues.

· Resolve order and delivery problems quickly and thoughtfully, balancing operational needs with the customer experience.

· Serve as a central point of coordination and communication for orders moving through the fulfillment and delivery process.

· Maintain accurate records and documentation related to orders, routes, deliveries, and customer communication.

· Escalate significant customer, order, staffing, or delivery concerns to the Order Control Coordinator or appropriate manager when necessary.

· Help ensure orders and deliveries meet Eastern Floral's established standards and customer expectations.

· During this shift, you are in the call rollover queue and will answer incoming customer calls and assist with floral orders, product inquiries, pricing, availability, delivery questions, and other customer needs.

Customer Service, Phone Sales & Gift Shop

· Provide friendly, attentive, and knowledgeable service to customers both in person and over the phone.

· Answer incoming customer calls and assist with floral orders, product inquiries, pricing, availability, delivery questions, and other customer needs.

· Welcome and assist customers visiting the Eastern Floral Gift Shop.

· Help customers select flowers, plants, gifts, and other products based on the occasion, recipient, preferences, and budget.

· Accurately enter phone orders and process in-store purchases using appropriate order-entry and point-of-sale systems.

· Provide knowledgeable product recommendations and identify appropriate opportunities to suggest complementary products or upgrades.

· Create a meaningful customer experience by listening carefully, asking thoughtful questions, and helping customers find the right solution for their needs.

· Communicate clearly regarding product availability, substitutions, delivery expectations, and other order details.

· Handle customer questions, concerns, and service issues with professionalism, empathy, and a solutions-oriented approach.

· Develop and maintain strong knowledge of Eastern Floral products, services, policies, and delivery areas.

· Maintain an attractive, organized, stocked, and welcoming Gift Shop environment.

· Assist with restocking, and general Gift Shop upkeep.

· Customer Relationships & Communication

· Build positive customer relationships through friendly, professional, and responsive service.

· Respond to phone and email inquiries promptly and courteously.

· Provide timely updates when an order requires additional customer communication.

· Follow up on customer questions or concerns when appropriate to ensure resolution.

· Provide clear and accurate information to both internal and external customers.

· Recognize that many floral purchases are connected to meaningful life moments and approach customer interactions with appropriate care and sensitivity.

· Work collaboratively across departments to ensure customer expectations are understood and met.

· Administrative & Team Support

· Maintain accurate records of customer interactions, order activity, and relevant order changes.

· Assist with reports, order tracking, and other administrative responsibilities as needed.

· Support the Order Control Supervisor and Customer Service team during high-volume periods.

· Communicate important information between Order Control, Customer Service, Design, Delivery, and other departments.

· Participate as a flexible member of the team, assisting where needed to support successful daily operations and an exceptional customer experience.

· Complete other duties as assigned by the Vice President of Floral Operations

Experience and Qualifications Requirements

· Ability to maintain consistent focus and accuracy while sitting for long durations in a busy, shared workspace with frequent distractions

· High school diploma or equivalent required; Associate degree or relevant experience preferred

· 1–3 years of experience in customer service, retail, order entry, inside sales, logistics, dispatch, or a related position preferred

· Exceptional verbal and written communication skills

· Strong attention to detail and commitment to accuracy

· Strong organizational, planning, and prioritization skills

· Ability to manage multiple responsibilities and make sound decisions in a fast-paced environment

· Comfortable learning and working with order management, point-of-sale, routing, and other computer-based systems

· Strong problem-solving skills and ability to take initiative

· Ability to remain calm and solutions-focused when orders, delivery schedules, or priorities change

· Ability to communicate professionally and compassionately with customers in a variety of situations

· Ability to communicate effectively and coordinate with drivers and team members across multiple departments

· Ability to work effectively both independently and collaboratively as part of a team

· Flexibility and willingness to move between operational and customer-facing responsibilities

· Availability to work every other Saturday and additional hours during peak floral holidays and seasons as needed

Preferred Skills & Experience

· Floral industry experience

· Retail or Gift Shop experience

· Experience with phone-based customer service or sales

· Experience with order processing, fulfillment, delivery routing, dispatch, or inventory-related systems

· Experience handling customer concerns and resolving service issues

· Familiarity with sales techniques and making thoughtful product recommendations

· Knowledge of Eastern Floral products and services

· Bilingual abilities are a plus

Working Conditions and Physical Requirements

· Must be available to work on scheduled weekdays, with some Saturdays required

· Must possess a valid driver’s license and be insurable under the company’s insurance policy

· Must be able to lift, bend, and twist

· Ability to push and pull loads

· Must be able to lift frequently up to 35 lbs.; occasionally 35-100 lbs. with assistance

· Good hand-eye coordination

What Success Looks Like

A successful Order Control and Customer Service Representative understands that every order represents a customer and an important moment in someone's life. When sitting in the Order Control seat, the OC and Customer Service Representative takes ownership of the responsibility that comes with it. They understand what needs to happen that day, keep orders moving, plan and coordinate driver routes, anticipate potential challenges, communicate clearly across departments, and respond when circumstances change.

When working in Customer Service, the Order Control and Customer Service Representative brings that same sense of ownership to each interaction—whether helping a customer over the phone or welcoming someone into the Gift Shop. They are accurate, dependable, proactive, organized, flexible, and customer-focused. They notice details before they become problems, make thoughtful decisions, communicate well with others, and understand how their work contributes to the success of the entire team.

Whether working behind the scenes in Order Control or directly with a customer, their goal is the same: to help create an exceptional Eastern Floral experience from the moment an order is placed through its successful delivery.

The floral business is a dynamic and seasonal environment. In addition to the specific duties outlined above, all team members are

expected to remain flexible and willing to assist in other areas of the shop as business needs arise, especially during peak floral holidays and high-volume seasons. Our shared commitment to teamwork ensures we deliver exceptional quality and service.

The above statements are intended to describe the general nature, types of work performed, and qualifications required of staff members assigned to this position. They are not intended or should be taken as an exhaustive list of tasks and responsibilities, duties, and requirements of personnel so classified. All indicated qualifications, duties and functions are essential job functions for purposes of the Americans with Disabilities Act (ADA).

Eastern Floral is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are dedicated to fostering an inclusive and welcoming workplace that celebrates the unique backgrounds and perspectives of all individuals.

Pay: From $18.00 per hour

Expected hours: 35.0 – 40.0 per week

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $18