Customer Service Representative na Peace Coffee

Description

Title

Customer Service Representative

Purpose

The Customer Service Representative will provide all Peace Coffee customers with exceptional service and process information in response to orders, inquiries, and requests about products and services. This role will focus on customer needs and navigating challenges to meet the evolving needs of the Peace Coffee order and supply chain. 

Reports To

Director of Customer Service 

Position Classification

Full-time, non-exempt, benefits eligible

Location

Peace Coffee Office & Roastery, 2801 21st Ave S, Ste 130, Minneapolis MN 55407

Travel

Minimal; local travel for demos as scheduled

Additional Information

General Office hours are 8 am – 4 pm, timeliness is essential and the ability to occasionally stay late is needed. Flexibility to do coffee demos in various locations, sometimes on the weekends, is needed. 

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 Responsibilities

Customer Service & Communication

• Effectively communicate with customers providing product knowledge, pricing, and promotions; and suggest appropriate products and services.
• Ensure positive customer experiences through case management and collaboration with the ecommerce team.  
• Keep a close eye on customer accounts and orders by spotting potential issues early and taking corrective action.
• Provide training and guidance to new team members and affiliated departments, as needed
• Represent Peace Coffee at product demos and events, as needed

Order & Systems Management

• Administrate order to cash process through ERP/CRM and associated systems to ensure proper order processing and maintenance of accounts.
• Onboard customers into systems including coaching on online tools and programs.
• Utilize resources to problem solve while ensuring SOP’s are followed and updated.
• Contribute to regular team meetings
• Participate in projects and perform other tasks as defined by the supervisor.

Requirements

Who you are:

• Post-secondary educated or equivalent experience. 
• Two years experience in a CPG or Foodservice sales or similar customer service role, trade planning experience is a bonus. 
• Working knowledge of and experience with customer and/or vendor database software, and accounting systems.
• Highly proficient computer skills to navigate Netsuite, G-Suite, Shopify, Excel. 
• Able to thrive in an independent, self-directed environment that also has a strong ethic of teamwork and collaboration.
• Able to multitask, manage details, ensure accuracy and timeliness in a fast paced and changing work environment while remaining composed and professional. 
• Able to communicate well with customers and co-workers with strong written and verbal skills. 
• Inquisitive with a problem solving and investigative mindset. 
• 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, and printers. 
• This role requires the ability to sit or stand at the computer, answering phones and/or in meetings for extended periods of time.
• 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. 

Compensation

Hourly 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.