Customer Service Representative

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Supervisors may assign additional responsibilities and the responsibilities may change as the needs of the business change.

The successful candidate will provide full range of customer service support to external/internal customers (Caffe, Roastery, Catering, Tea Room etc). You will greet customers warmly and look for ways to ensure that customers' needs are fully meet at all times. This position acts as the company gate keeper in terms of customer order taking, customer complaint routing, vendor communication, and social media monitoring. This individual must be service minded, flexible, and available to work occasionally work evenings or weekends. This position reports to the Vice President of Culinary Operations & Sales and will have broad responsibility in the following areas:

• Answers all incoming calls for the sales office

• Responsible for all incoming emails for the sales office

• Effectively communicates all orders/emails with proper departments to ensure order are 100% accurate and timely manner

• Pro-active communication with Vice President of Culinary Operations & Sales on potential problems with any order

• Provides timely feedback to Vice President of Culinary Operations & Sales regarding service failures or customer concerns

• Greet customers warmly and help with their needs

• Answer product questions

• Provides timely and accurate information to incoming customer order status and product knowledge request

• Looks for ways to say yes to meet and exceed customer service expectations Data Entry/Order Processing

• Responsible for the accurate maintenance of historical sales records

• Responsible for the creation of customer sale invoices in Real Time

• Log all transactions

• Create all coffee orders accurately

• Responsible for shipping of all customer orders to include coordination of currier services i.e. FedEx etc.

• File and maintenance of sales file system

• Order tea and other products internally as needed

• Coordinate interview days with the help of HR department when needed

• Weekly coordination of donation request for review with Jilla. Ensure that appropriate authorization has been received

• Project work as needed Core Competencies:

Guest Focus- Ability to exceed the expectations and requirements of internal and external customers by using first hand customer information to make improvements in product and services. Establish and maintain effective relationships with employees/customers and gain their trust and respect.

Planning/Prioritizing/Organizing- Create, set, prioritize, and meet goals. Structure work for self and others on the team. Anticipate problems and obstacles to develop contingency plans. Lead annual planning process and work with the confines of it.

Administration- Ensure that all standards all being executed at all times accurate record keeping, records retentions, cash handling controls, purchasing, inventory, health and safety, state, federal, and local laws.

Safety- Partner with Human Resources Department to maintain a safe working environment. Ensure that all unsafe working conditions are corrected immediately by management team

Staffing & Building Team- Ability to attract, select, develop, and promote the best people available internally and externally. Effectively use leadership skills to garner the best from all members of the team. Motivates team to ensure all goals are meet.

Interpersonal Skills- Demonstrate the ability to bring out the best in others. Practice active listening and use empathy when dealing with employee relations situations. Ability to establish self as neutral party in conflict situations. Employee view you as go to person to get thing resolved.

Communication- Express ideas clearly, concisely, and effectively both orally and in writing. Demonstrates effective listening skills by summarizing and recommending solutions to problems. Practices open door policy.

Motivation- Drive for excellence, led by example, communicates with enthusiasm, takes the lead to solve problems and add value.

Adaptability- Display the flexibility to adjust behavior to change, particularly under stress. Acts quickly and makes good informed decisions in difficult situations. Adapts to all situations with a positive demeanor.

Accepts Feedback- Accepts constructive feedback as a tool towards self-improvement. Takes ownership of feedback and works against it despite not sharing in the perception. Does not take the feedback personal.

Integrity- Maintains high standards of personal ethics. Is transparent, open, truthful, and honest. Says what does and does what he says. Has a strong sense of responsibility for the integrity of operations.

Judgment- Uses data to assist in the decision-making process. Makes decisions based on factual data. Considers liability as part of the decision-making process.

Teamwork- Ability to explain own ideas, express feelings in an open but non-threatening way, listen carefully to others, ask questions to clarify other ideas and emotions, sense how others feel based on their nonverbal communication, support, respect, and seek opportunities to foster collaboration with members of the work team and other colleagues (department heads).

Leadership- Maintains and perpetuates company culture while envisioning the future. Has a clear vision in mind, and communicates it enthusiastically to those whose help they need to enlist.

• Regularly required to stand, walk, squat and bend.

• Regularly required to lift no more than 25 pounds' unassisted

• Frequently required to use hand to finger motions, handle or feel objects, reach with hands and arms.

• Bachelor's Degree preferred

• 2+ years' experience in a fast-paced sales department

• Ability to multi-task, be organized and meet deadlines without exception

• Willingness to perform tasks

• Positive Mental Attitude (PMI) Urth Caffe is a fair and equal employment opportunity for all Team Members regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic

Hourly Pay Range- Applicable to CA locations only

$18.50 - $19.50

?We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity or expression, national origin, age, disability, protected veteran status, or any other characteristic protected by law. Urth will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. Employment will be contingent upon Urth's receipt of proof of the applicant's right to work in the United States consistent with federal law.