Shop Operations & Customer Experience Lead

Black Eyed Susan's Florist is looking for an organized, proactive, and customer-focused Shop Operations & Customer Experience Lead to help keep our growing flower shop running smoothly. This role serves as the operational hub of the shop. You'll be the first friendly face many customers meet, the person helping ensure orders are entered accurately, flowers are processed correctly, deliveries stay on track, and communication flows smoothly throughout the team. We're looking for someone who learns quickly, embraces technology, takes ownership of their work, and enjoys being the person who keeps everything organized behind the scenes. The ideal candidate has a strong sense of urgency, excellent attention to detail, and genuinely enjoys helping both customers and teammates succeed. While flower shops are beautiful places to work, they are not always calm environments. Much like a restaurant, there are periods where deadlines are tight, multiple priorities compete for attention, and the pace becomes intense. The right candidate stays calm under pressure, solves problems, and helps keep the team moving forward during busy periods. What You'll DoCustomer Experience Welcome and assist walk-in customers Answer phones and help customers place orders Enter customer orders accurately into our computer system Resolve customer questions and concerns with professionalism and empathy Help create the warm, welcoming experience Black Eyed Susan's is known for Shop Operations Help coordinate the daily flow of the shop Maintain awareness of time-sensitive orders and upcoming priorities Communicate important information between customers, designers, drivers, funeral homes, churches, and venues Help ensure deadlines are met and details don't fall through the cracks Support smooth day-to-day operations when ownership is out of the shop Flower Processing & Inventory Process incoming flowers according to shop procedures Verify shipments for accuracy and quality Report missing or damaged product promptly Help maintain organized coolers, workspaces, and storage areas Assist with inventory counts and supply organization Daily Shop Care Water and care for plants and flowers Sweep, clean, restock, and organize throughout the day Help maintain both front-of-house and back-of-house spaces Keep the shop looking beautiful, professional, and welcoming How This Role Fits Into Our Team This role works closely with both the Owner and Creative Director to keep the shop operating smoothly. The Creative Director oversees floral design and production. The Shop Operations & Customer Experience Lead serves as the operational counterpart to the design team, helping ensure designers have the information, materials, and support they need to succeed. Together, these roles create the systems, communication, and execution that allow Black Eyed Susan's to deliver exceptional experiences for our customers. What We're Looking For Strong organizational skills and attention to detail A strong sense of ownership and accountability A sense of urgency and ability to prioritize effectively Comfortable working under pressure and making good decisions in fast-moving situations Quick learner who can absorb new systems, procedures, and responsibilities efficiently Comfortable using technology and learning new software platforms Strong communication and problem-solving skills Someone who naturally notices what needs to be done and takes initiative Able to balance multiple priorities without becoming overwhelmed Positive, team-oriented attitude Dependable, punctual, and committed to following through Friendly and professional customer service skills Someone who thrives in organized chaos and enjoys helping a team succeed Qualifications Customer service experience preferred Administrative, hospitality, retail, office management, restaurant management, event coordination, or operations experience preferred Floral industry experience is a plus but not required Comfortable learning new technology and software systems Able to lift up to 30 pounds Able to be on your feet for much of the shift Weekend availability required Must be willing to work longer shifts during holidays and peak business periods, including Valentine's Day, Mother's Day, and wedding season What Success Looks Like Customers feel welcomed, cared for, and supported Orders are entered accurately and completely Flowers are processed correctly and on time The shop remains clean, organized, and ready for business Designers and drivers have the information they need to succeed Daily operations run smoothly, even during busy periods Problems are identified and solved before they become bigger issues The team feels supported and informed throughout the day Ownership can confidently step away knowing operations are under control Why Join Black Eyed Susan's? At Black Eyed Susan's, flowers are personal. We help families celebrate, honor, remember, and connect through flowers every day. We're building a team of people who take pride in their work, care deeply about customer experience, and enjoy being part of a collaborative team. If you're looking for a role where you can make a meaningful impact, learn new skills, and play an important role in a growing business, we'd love to hear from you.

Pay:

$17.00 - $20.00 per hour

Work Location:

In person