Customer Service

This position is responsible for two overall areas - 1) Address and resolve customer inquiries and issues and 2) Execute the logistics of our Bake at Home e-commerce program.
In the role for customer service we seek an individual contributor to the customer satisfaction of 85°C guests. The Customer Service Specialist communicates directly with guests to complete and resolve case information. Avenues of customer communication come from phone calls,email, social media, Yelp, and others. This person will create monthly reports measuring key metrics that will gauge the success and areas of improvement for our brand and our stores.
Additionally, the Customer Service Specialist will work with internal personnel (ie Q.A. or store team members) to address and prevent issues from being repeated.
In the role for e-commerce, the specialist will receive and process orders placed from our 85C at Home Program. They will engage in activities that ensure the success of the 85C at Home e-commerce program as dictated by the Marketing Manager and/or Director.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Excellent verbal communication and written skills, with an emphasis on conflict resolution and customer presentation.
• Exhibit sound and accurate judgment, communication, and decorum in difficult or emotional circumstances.
• In-depth understanding of 85°C products and future concepts in order to communicate and convey information to our customers.
• Demonstrated ability to consistently meet or exceed assigned targets and deadlines.
• Ability to work in a team-oriented management environment and to help resolve customer issues.
• Good attendance and available to work overtime when needed.
• Maintain confidentiality of work related information and materials.
• Proven experience in customer service and communication strongly preferred.
• Keen attention to detail
• Must be good with math, numbers, and reporting
• Complete any and all duties or projects as directed by the Marketing Manager and/or Director
• Ensure and provide quality customer service to both internal and external customers.
• Receive inquiries from customers to resolve a variety of store-related issues. Answer all email, phone, and web inquiries from customers; track, follow-up, and resolve each case to conclusion.
• Prepare monthly Customer Service report, detailing case issue, time, and resolution, for management review; participate and provide expertise as a member of the Business Excellence team.
• Monitor all request queues and maintain a minimum escalation error.
• Communicate and support HR in any and all tasks pertaining to high-sensitive customer issues.
• Receive, process, pack, and ship all e-commerce orders. Address customer issues regarding orders and shipments.

JOB REQUIREMENTS

• High school diploma or GED equivalent; AA/Bachelor Degree preferred.
• One (1) year experience in Food Retail industry.
• Excellent verbal communication and written skills, with an emphasis on conflict resolution and customer presentation.
• Exhibit sound and accurate judgment in difficult or emotional circumstances.
• In-depth understanding of 85°C products and future concepts in order to communicate and convey information to our customers
• Demonstrated ability to consistently meet or exceed assigned targets and deadlines.
• Ability to work in a team-oriented management environment and to help resolve customer issues.
• Good attendance and available to work overtime when needed.
• Maintain confidentiality of work related information and materials.
• Proven experience in customer service and communication strongly preferred.
• Keen attention to detail.
• Sense of urgency to get orders processed and shipped quickly
• Must be good with math, numbers, and reporting

This position requires general office work with light physical duty, work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes. The employee is regularly required to sit and often uses repetitive hand motions. The employee is frequently required to reach with hands and arms and may lift and/or move up to 10 pounds, with occasional standing and walking. Job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.