Job description

We work hard. We have tremendous amounts of respect for each other and for what we do. We are progressive, open and evolving, but uncompromising in our commitment to quality. We are focused on sustainable growth and value everyone’s contribution and we also have lots of fun together. We are a passionate group of folks, some might even say obsessive. No matter which team we’re on, we’re sourcing, roasting, tasting, testing, practicing and pushing ourselves to do it better. And we drink the best office coffee on the planet.

Summary: Stumptown is seeking a Customer Support Associate to join our enterprising East Coast Wholesale crew. Every day we strive to deliver of the highest level of customer service and support to our customers. The Wholesale Customer Support team is the central hub for communication to our east coast customer base, and a critical part of our business. We seek a team player with fantastic communication skills and a passion to create a superlative customer experience. This position involves daily interactions with our east coast customers to support ordering and billing needs, ensuring all customer needs are met in a timely manner.

Essential Functions

• Serve as the voice of Stumptown to the customer, sharing product, brand and coffee knowledge
• Consistently deliver an exceptional customer experience
• Manage customer orders, seeing them through to fulfillment and delivery
• Ensure order entry is consistently accurate and meticulously communicated to Production and Roasting departments
• Co-manage inventory system with Production, Roasting, and Cold Brew
• Collaborate with Account Management, Sales, Training, and Service departments to address the needs of our wholesale customers, and quickly and thoroughly resolve customer concerns
• Work closely with Accounts Receivable, maintaining accounting policies and procedures in NY office
• Demonstrate a passion and enthusiasm for coffee and a desire to further educate yourself on the industry as a whole and Stumptown’s role within it
• Update and maintain wholesale customer contact data and documentation
• Take on other duties and projects as assigned

Qualifications

• Customer service or hospitality experience preferred
• Empathetic, positive, can-do attitude
• Calm demeanor under pressure or high volume situations
• Strong organization skills and consistent attention to detail
• Exceptional time management skills
• Demonstrated passion and enthusiasm for coffee
• Experience working cross-functionally as part of a large or small project team
• Competency in MS Office, Google apps, and other basic computer applications
• Familiarity with order-processing programs (ex: NetSuite) a plus
• Weekend availability
• Flexible and adaptable to change

Physical Demands

• Ability to sit continuously at a computer
• Ability to lift up to 5 pounds frequently and up to 50 pounds occasionally

Work Environment

• Work is performed in the East Coast office in Brooklyn, NY

Compensation

this position is:

Application instructions

Deadline

no deadline