Hybrid Customer Care Professional [Full Time] bei Bread Alone Bakery

Description

Position Overview

We’re looking for a reliable and solutions-oriented Customer Service professional to support Bread Alone’s customers across phone, email, and online channels. This role is responsible for responding to inquiries, resolving issues, entering wholesale customers' orders and PO’s, and ensuring a consistent, high-quality experience across all touchpoints.

The ideal candidate is organized, clear in communication, and comfortable navigating multiple systems. They’ll work closely with our Sales, Hospitality, and Customer Care teams to ensure customers—whether wholesale buyers, small business owners, consumers or café guests—receive timely, accurate, and high-quality support. This role is critical in maintaining strong customer relationships and upholding Bread Alone’s commitment to quality and care.

The Customer Care Professional reports to the Customer Care Manager. 

Hours: This is a full-time role, Tuesday - Saturday from 8am - 4pm. This role is eligible for hybrid, which means 3 days in the Woodstock, NY office and 2 days remote upon the successful completion of the first 90 days. We strive to make schedules as manageable as possible to encourage and allow work/life balance.

Bread Alone's Worldview: Bread Alone Began in 1983 with simple intention: To feed people organic bread baked from a wood-fire brick oven. We run the bakery today with the optimistic belief that good food, an equitable economy and a healthy planet can thrive together. At the heart of our endeavors lies the profound belief that individuals are integral to every positive impact we make. Join us as we collectively strive for excellence in aligning our aspirations with meaningful actions.

Requirements

 Duties and Responsibilities: 

• Represent Bread Alone with care and clarity by responding to customer and consumer inquiries via phone, email, and social media in a timely and professional manner
• Document and track customer interactions, feedback, and resolutions using internal systems
• Resolve order issues, delivery problems, and general complaints across wholesale, Greenmarket, and café channels
• Escalate complex or unresolved issues to the appropriate team or manager when needed
• Collaborate with internal teams (Sales, Hospitality, Distribution, and Production) to troubleshoot and follow through on customer needs
• Monitor and maintain the Customer Response log to ensure nothing is missed or delayed
• Provide clear, accurate information on products, policies, and availability
• Identify recurring issues and share insights to improve customer experience and internal processes
• Listen and communicate effectively with customers, consumers, employees, and teammates; provide feedback to manager on any issues and seek support when necessary
• Support seasonal outreach and proactive communication (ex: order changes, service disruptions, promotions)
• Maintain a positive, solutions-focused tone that reflects Bread Alone’s values in every interaction
• Follow Bread Alone’s quality and food safety standards 
• Perform other duties as assigned by the manager 

Job Requirements: 

• Strong written and verbal communication skills 
• Customer service or support experience strongly preferred 
• Comfortable using email, Slack, Google Suite, spreadsheets,  bakery ERP system, Mailchimp, Asana, customer service and sales software, Samsara
• Ability to stay organized and handle multiple tasks at once
• Strong problem-solving skills
• Detail oriented
• Respect for and comfort with a diverse and inclusive workplace
• The Bakery is open 365 days a year and team members must be willing to work consistently throughout the year, which includes holidays and weekends

Job Type: Full-time, non-exempt

Hybrid - 3 days in the office, 2 days remote after the successful completion of the first 90 days                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         

Compensation: $17.50 to $29.00 per hour

We Offer

• Company-Wide, Rewarding Success Together: We believe in sharing success with our team. Our bonus program is designed to recognize and reward your contributions— the longer you're with us, the greater your potential earnings. As we grow, so do your opportunities to benefit.
• Ongoing Growth & Recognition: Your development matters to us. We provide regular check-ins and feedback to support your success, starting with dedicated evaluations at 30 and 90 days for new hires, followed by annual reviews for merit-based growth. Our goal is to help you thrive and be rewarded for your contributions. 
• Invest in Your Future: We’re committed to helping you build long-term financial security. After just six months, you’ll be eligible for our 401(k) program with a generous employer match of up to 4%—because your future matters as much as your present success.
• Prioritizing Your Work-Life Balance: Your time matters—both at work and beyond. Our progressive PTO plan rewards your commitment: 32 hours after year one and 64 hours after year two! The longer you're with us, the more time you’ll have to recharge and enjoy what matters most.
• Supporting Your Well-Being: We believe in taking care of our team. Hourly employees accrue wellness time at a rate of 1 hour per 30 hours worked—up to 56 hours in the first year. And as a bonus, any unused time is paid out on your one-year anniversary! Prioritize your well-being, knowing your time is valued.
• Comprehensive Healthcare through CDPHP
• Dental Coverage with Delta Dental
• Free Vision & Life Insurance—fully covered for all employees
• Invest in Your Future with $2,000 in annual education reimbursement

Our Values 

Feeding People: Bread Alone creates simple, honest breads and foods. We believe that organic, regenerative farming is the right choice for individual, farm worker, and planet health. We accept the challenges of delivering fresh, organic  breads to corner stores and supermarkets around the  northeast. We embrace the economic challenges of keeping our breads and foods affordable and accessible for all. We thrive on the challenge of trying to delight everyone, everyday.

Preserving the Planet: Bread Alone understands that the climate is in a crisis that threatens us all, especially the least fortunate  among us. We believe that we all have a responsibility to respond. We strive to do our work with minimal harm to the  planet. We aspire to prioritize stewardship of the planet in  every decision, everyday. We understand that there is no time to wait.

Creating Equity: We provide economic security for our employees through our commitment to a living wage, and by sharing business profits with all. We are consciously building a team, top to bottom, that accurately reflects the diversity of our community. Through these actions, we intentionally open up opportunities for the historically disadvantaged, combat a legacy of social and racial injustice, and create equity.

Ensuring Longevity: Bread Alone is now in its 2nd generation of family leadership. We make decisions for the long-term. We embrace the challenge and complexity of serving our highest values while remaining profitable and viable. We strive to create continued opportunity for the business and for everyone who contributes to its success.

Our Culture

• Accountable: I have an individual responsibility to this group’s success.
• Collaborative: I know that together we will go farther than I can go alone.
• Evolving: I embrace that our business tomorrow is not our business today. We must aspire, plan, dream, persuade, and will our way to what’s next.
• Empathetic: I realize that my work and actions impact others, and support my colleagues with compassionate directness.
• Optimistic: I take on challenges with this team with the expectation that we will overcome them.
• Gritty: I recognize that we do difficult work. We lift, bend, think, listen, speak, problem-solve, smile, and say ‘thank you’ every day. Through it all we recognize and champion the grit that our work demands.