Customer Service & Order Support

Who we are:

FloraCraft Corporation is a family-owned, Michigan-based company and the world’s leading manufacturer of foam products for the craft and floral industries. For over 75 years we have been dedicated to making it easy for creators everywhere through our innovative and high-quality products.

At FloraCraft, we pride ourselves on our commitment to excellence, diversity, and sustainability. Our team is the heartbeat of our organization, driving innovation and providing exceptional products to our customers.

We believe in giving back to our community by supporting the arts, education, sports, and other initiatives that make Ludington a wonderful place to live and work. Our mission is to honor our heritage by delivering superior products and services, fostering a fun and inclusive workplace, and contributing positively to our community.

Join us at FloraCraft, where creativity and innovation come to life!

What you’ll do:

This position is responsible for supporting customer accounts through accurate data entry, order processing, and account maintenance using ERP and reporting tools.

· Develop a strong knowledge base of Company’s products, processes and core competencies.

· Quickly become proficient with Plex ERP and Microsoft Power BI.

· Provide troubleshooting assistance for customer orders, account statuses, and relevant problems.

· Process customer orders and return shipments, issue credit memos, and facilitate special pricing requests.

· Keep assigned customer account records within the ERP current.

· Stay up to date with new product and marketing launches.

· Create Standard Operating Procedures (SOPs) as needed, ensuring the SOP manual is maintained and updated on a quarterly basis.

· Handle new account inquiries including screening, referral, credit applications, account setup and mailings.

· Provide backup to similar-level roles as needed.

· Adhere to attendance policy.

· Ensure safety standards are consistently followed.

What you’ll need:

· In-depth understanding of customer service principles and best practices.

· Strong data entry skills with a focus on accuracy and efficiency.

· Analytical, multi-tasking and prioritizing skills.

· Intermediate to advanced proficiency in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, OneNote) with an emphasis on Excel.

· Possesses strong written and oral communication skills and ability to communicate effectively with customers.

· Possesses the ability to work in a fast-paced environment, able to handle changing priorities, work on multiple projects simultaneously, and possess excellent problem-solving skills.

· Proficiency in the following competencies:

o Initiative – the understanding of what action needs to be taken and completing these tasks while seeking the perspective of others.

o Personal Accountability – taking personal responsibility for mistakes; does what he/she commits to and is honest and forthright.

o Collaboration – gets along with others and works as a team player to make a difference within the business and expresses gratitude and appreciation to others who have provided information, assistance and support.

o Willingness to Learn – handles change through taking advantage of lifelong learning opportunities and is open-minded and curious to face new challenges.

· Contributes to creating and maintaining good customer relationships and ensuring smooth sales team operations.

· Goal oriented with ability to perform well in a team environment and have exceptional people skills.

· Thorough knowledge and understanding of Plex Manufacturing software and Power BI (or ability to learn).

· Bachelor’s or Associate degree preferred; or 3-5 years of experience; or equivalent combination of education and experience.

Why Join Us?

· Competitive wages

· Opportunity to work with a great culture

· Great Benefits - vacation, volunteer time-off, medical, dental, vision, FSA, company-provided life insurance and short-term disability, company sponsored long-term disability, job-related tuition reimbursement, 401(k) and profit sharing

Compensation: $17.00 - $20.00/hour