Customer Service Representative - Peace Coffee : Job Details

Summary: We are looking for thoughtful and resourceful customer service representative to join our dynamic environment and expertly manage multiple streams of incoming information. We are looking for a curious problem-solver who excels at asking thoughtful questions, collaborating cross-functionally, and documenting best practices. You'll enjoy connecting generously and authentically with passionate colleagues and coffee consumers. Clear and friendly communication is key. A good sense of humor and a collaborative spirit go a long way with Peace Coffee! We are especially interested in folks who have experience with Order to Cash processes, ERP, CRM, web sales platforms, and Excel. Job ResponsibilitiesEssential Duties (90%)Customer Service & Order Processing Oversite (70%)

• Oversee incoming orders through all systems and portals: Phone, Email, Wholesale portal, EDI, Ecomm, and imports to ensure proper flow of information through order fulfillment system and invoice. Including; order adjustments, refunds, returns, and requests for credit.
• Effectively communicate product knowledge, pricing, and promotions; and suggest appropriate products and services.
• Case oversight, ensure incoming questions and concerns are logged, prioritized, and addressed. Delegate response to subject matter experts when appropriate.
• Problem solve to correct order/mis-pick/promo/reward errors with customer invoices and across departments.
• Serve as main point of contact with affiliated departments (delivery, shipping, finance, production, etc.) for issues related to orders, shipment, delivery, adjustments, and month end close responsibilities.
• Advocate for positive customer experience by reporting customer feedback and trends across departments.
• Coach customers in using online tools to place orders, adjust subscriptions, update payment information.
• Assist with business systems maintenance and testing related to Customer Service/Sales functionality, including but not limited to ERP, EDI, and CRM.
• Alternative sales channel support.
• Maintain a deep working knowledge of Ecomm functionality as it relates to NetSuite, Credit Card Processor, and Programs such as subscriptions and rewards.
• Maintain accurate customer records including financial information.
• Assist with account set up and new customer onboarding.
• Execute courtesy calls and delivery schedule updates as needed
• Liaison with Ecomm team for continuous improvement of customer facing features at peacecoffee.com

Knowledge Management (10%)

• Contribute to maintaining and improving online Help Center and FAQ's and library of approved customer responses to common questions.
• Ensure department standard operating procedures are developed, followed, updated and continuously reviewed to identify efficiencies and areas of improvement
• Contribute to regular cross departmental meetings with Sales, Finance, and Marketing Teams.

Non-Essential Duties (10%)

• Represent Peace Coffee at product demos and events
• Provide training and guidance to new team members and affiliated departments as needed
• Participate in projects and perform other tasks as defined by supervisor.

Requirements QualificationsRequired:

• Post-secondary education or equivalent experience is strongly preferred.
• Two years experience in a sales and customer service role.
• Highly proficient computer skills and proficiency with computer programs including Microsoft Word, Excel, Google Docs and Gmail.
• Working knowledge of and experience with customer and/or vendor database software, and accounting systems. Shopify and NetSuite experience, a plus!
• Proven ability to thrive in an independent, self-directed environment that also has a strong ethic of teamwork and collaboration.
• Proven ability to coordinate multiple tasks, manage details, ensure accuracy and timeliness in a fast paced and changing work environment.
• Proven ability to manage time and prioritize responsibilities.
• Exceptional attention to detail and superb organizational skills.
• Proven ability to maintain a constructive, composed, and professional demeanor within a busy work environment.
• Proven ability to communicate well with customers and co-workers.
• Must have a problem solving and investigative mindset.
• Strong written and verbal communication skills.
• Driver's License and a good driving record, required.
• Regular access to a vehicle to use for travel in the metro area. Mileage will be reimbursed.
• Interest in Peace Coffee's Mission, coffee, and customer education is essential.

Physical Requirements

• This job operates in a clerical office setting, routinely using standard office equipment such as computers, phones, photocopies, filing cabinets and fax machines.
• This role requires the ability to sit or stand at the computer, answering phones and/or in meetings for extended periods of time.
• This role also requires the ability to lift files, open filing cabinets and bend or stand as necessary to complete filing.
• The ability to lift up to 40lbs to assist customers with orders, preferred.
• When doing demos: must be able to load/unload equipment and supplies into a vehicle, sometimes in unpredictable environments. Must be able to set-up a coffee demo station; stand for extended periods of time, brew coffee and interact with others simultaneously.
• Ability to operate a personal or company vehicle in all weather conditions.

CompensationHourly Rate: $20 - 25/hour Benefits: Health/Dental/Short-Term Disability Insurances - first day of the month following hire date, 401k with match - after 90 days. Benefits may vary based on actual hours worked regularly. EEO Statement Peace Coffee provides equal employment opportunity to all individuals, regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Peace Coffee will provide reasonable accommodations for qualified individuals with disabilities. Salary Description $20 - $25 / hour