Quality Services Representative

| Chicago

Purpose of Position: This position is responsible for carrying out continual improvement initiatives benefiting FTD Member Florists and ultimately FTD customers served.

 

Essential Duties and Responsibilities include the following.

 

· Working with member florists enabling them to achieve fulfillment success and to assure compliance to all FTD Standards and federal, state, local regulatory requirements and that predetermined objectives are being met.

· Administer the Test Order Management module to include the facilitation of test orders, analyzing and reporting results, and supporting follow up remedial actions

· Conduct floral shop assessments and present findings supported by recommendations for improvement with the overall focus being the achievement of best practices

· Facilitate continual awareness of FTD quality and fulfillment expectations and requirements along with information such as fulfillment planning and readiness, care and handling of fresh cut product, induction into our Florist efficiency modules and skills development curriculum and resources (e.g., boot camp), etc.

· Provide statistical reports to identify negative trends in the florist fulfillment channel and results of continual improvement initiatives.

· From a coaching perspective, work with member florists challenged with compliance to FTD programs such as DRP, D-CON, Quality Star, Test Orders, ASKP's, Market Place container returns, and On-Time Deliveries.

· Support efforts in the development and implementation of flower and plant product specifications for all FTD.Com and member florists and continual improvement of these processes.

· Participate with company departments, suppliers and customers on matters related to materials, processes or products which affect product quality -- customer satisfaction and retention.

· Provide back-up support to drop ship channel during peak holidays and Quality Assurance Manager -- Product Development & Compliance.

 

Knowledge, Skills and Abilities to succeed at this job, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

 

· Minimum of 5 years of progressive experience in quality assurance, process improvement and successfully leading lean initiatives--preferably directly related to the floral industry.

· Demonstrated ability to multitask and achieve results under pressure and throughout demanding timelines.

Demonstrated experience in rapid problem identification and root cause analysis leading to corrective and preventive solutions while remaining customer focused.

· Ability to write business reports, business correspondence and communicate with international and domestic florists, vendors and FTD customers

· Ability to work with all levels of the FTD organization and with external outsourced contractors and third-party representatives in order to carry out the needs of the business

· Ability and willingness to work anytime during and after operating hours to resolve quality issues, especially during holiday peak periods.

· Ability and availability to travel domestically and internationally.

· Knowledge of all Federal, State, Local rules and regulations that affect FTD products within the floral supply chain.

· Flower and Plant physiology and specifications.

· Floral operations management - quality and process capability improvements.

· Strong communication and interpersonal skills to be able to communicate with all levels of FTD personnel.

· Ability to work with a variety of FTD departments including the Florist Division, Finance, Supply Chain, Quality Assurance, Merchandising and Marketing in order to carry out the needs of the business.

· Demonstrated ability to facilitate training in both classroom and on the job--within the floral supply chain.

· Ability to develop training curriculum for network-wide use and distribution.

· Proficient ability with MS Word, MS Excel and MS Outlook

 

Requires Specialized and in Depth Knowledge of:

 

· Specialty product design including packaging, flower varieties, physiology, cut stage, head size, and testing.

· Experienced florist with AIFD Accreditation or equivalent certification highly desirable.

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Technology we use

  • Engineering
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MemcachedDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We also have an office in the heart of Downtown Chicago at 1. North Dearborn

An Insider's view of FTD

What does your typical day look like?

As Brand Manager, I am constantly working to ensure we are engaging with our consumers and living out our brand vision via all channels. My day is 100% collaborative, between meeting with channels managers, reviewing new campaign launches - building a brand takes teamwork. When you have an online business, your consumers are shopping with you 24/7,

Kristin Byrne

Brand Marketing Manager

What unique initiatives do you have that encourage innovation?

I have had the opportunity to build a platform from the ground up. Opportunities like these are few and far between in this day and age. FTD has been like a master class in leadership for me, and it has produced a fundamental mind shift for me on what leadership means.

Dimple Rao

VP of Product Management and UX Design

What's the biggest problem your team is solving?

On our FOL team, we are creating a feature complete platform migration for all of our florist sites. This is a rather large task in that most of our florist sites look like they were created in the .COM era of the internet. Our new platform will provide huge UX boons. In addition to self-improvement, it may also attract new florist partners

Michael Walsh

Software Engineer

What are FTD Perks + Benefits

FTD Benefits Overview

FTD is dedicated to you and your family. We work hard to provide a wide range of competitive and affordable health care benefits that reflect your changing needs. Our goal is to empower you with the resources and flexibility you need to live well, be well. The benefits you elect will start the first day of the month following the date of hire.
Our benefits offerings include medical, prescription, dental and vision coverage, a company contribution to a Health Savings Account (HSA), life, accident, and disability insurance, paid time off, and tuition reimbursement. We are committed to providing fair compensation to all of our employees, including performance-based compensation incentives for many of our positions. FTD, Inc. is a premier floral and gifting company. We offer very generous employee discounts on our FTD.com and Proflowers brands.

Culture
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
If you are eligible for benefits, you can enroll in an FSA regardless of whether or not you are enrolled in FTD’s medical plan.
Disability Insurance
FTD offers short and long term disability at no cost to you. The disability benefits will replace up to 67% of your weekly base income up to $2,500/week for STD and up to $10,000/month for LTD.
Dental Benefits
FTD offers two great dental plans through Aetna. A Dental HMO with co-pays where you choose your Primary Care Dentist and a Dental PPO which has benefits in and out of network.
Vision Benefits
FTD offers vision coverage through Eye Med which offers a broad network of nationwide providers to choose from to meet your vision needs. Retailers such as LensCrafters, Pearle Vision, , and JCP
Health Insurance Benefits
FTD offers three medical plans through Aetna to choose from including one EPO where you choose a Primary Care Physician and two PPO High Deductible Health Plans (HDHP)
Life Insurance
For employee coverage of 2x base salary up to $600,000. *Per IRS regulations, the cost FTD pays for coverage above a certain level is considered “imputed income,” and is included on your W-2.
Wellness Programs
We know how important wellness is to your overall success. The FTD Wellness program is here to help you identify and achieve your health and wellness goals.
Onsite Gym
Our One North Dearborn location offers an onsite state-of-the-art fitness center, cycle center and bike room.
Retirement & Stock Options Benefits
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Depending on the department and role, FTD offers some scheduling flexibility. We also offer summer hours so that our team members can enjoy extended weekends and fun in the sun with family and friends
Remote Work Program
Family Medical Leave
Care for yourself or a family member who is seriously ill, to care for a newborn or newly adopted child, or to attend to the affairs of a family member who is called to active duty in the military.
Vacation & Time Off Benefits
Generous PTO
FTD recognizes 9 paid holidays each calendar year and allows employees to take time off for vacation, personal responsibilities and sick time.
Paid Holidays
FTD recognizes 9 paid holidays each calendar year.
Paid Sick Days
Perks & Discounts
Casual Dress
FTD allows employees to wear casual workplace attire every day, not just Fridays!
Commuter Benefits
Take advantage of the pre-tax benefit, you may elect up to the IRS limit of $260/month for transit and $260/month for parking.
Free Daily Meals
During FTD’s peak season such as Valentine’s Day, Mother’s Day, and Christmas FTD often provides lunch to thank employees for their hard work (along with the occasional just because lunch).
Game Room
Our game room includes Ping Pong.
Some Meals Provided
We provide food during Peak Season.
Fitness Subsidies
Professional Development Benefits
Tuition Reimbursement
Up to $2,500 after one year of employment
Promote from within
Online course subscriptions available
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