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Summary
The Client Service Representative will be responsible for managing customer interactions and supporting La Colombe’s B2B (wholesale), DTC (Direct-to-Consumer), and retail business channels. This role will focus on processing orders, managing the order-to-cash (OTC) process, new account setup, provide information about the organization’s products and services, resolve escalations, and ensure seamless communication between customers, sales, and fulfillment. The successful candidate will drive improvements of performance metrics related to customer satisfaction, order accuracy, and process efficiency.
Responsibilities
- Customer Interaction: Serve as the primary point of contact for customers, including B2B, DTC, and retail partners. Respond to inquiries, resolve issues, and maintain strong customer relationships.
- Order-to-Cash (OTC) Process: Oversee the end-to-end OTC process, ensuring timely and accurate order processing, invoicing, and payment resolution.
- ERP System Management: Work within the company's ERP system to process orders, track shipments, manage inventory levels, and ensure accurate order fulfillment.
- Ticket Management: Utilize customer support software, such as Zendesk, to manage customer inquiries and complaints. Ensure tickets are resolved within SLA (Service Level Agreements) timeframes.
- Conflict Resolution: Proactively address and resolve customer escalations efficiently, working in cross-collaboration with other internal teams such as sales, production, and fulfillment to find quick and effective solutions.
- Sales & Shared Services Collaboration: Act as a liaison between sales teams and shared services departments (production, fulfillment, etc.) to ensure customer orders are fulfilled accurately and on time.
- Customer Account Management: Assist with customer account management, ensuring all data is up to date, and that any customer-specific needs are met (e.g., special pricing or delivery instructions).
- Process Improvement: Identify areas of opportunity in customer service processes, the OTC cycle, and internal workflows. Propose solutions to enhance operational efficiency and customer satisfaction.
Requirements
- Experience with Microsoft office software
- Strong problem-solving and conflict-resolution skills.
- Excellent verbal and written communication skills.
- Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment.
- Collaborative and team-oriented mindset, with the ability to work across departments.
- Detail-oriented with a strong focus on accuracy and customer satisfaction.
- Experience in the food & beverage industry or with a coffee brand
- Experience in customer service, preferably in a B2B, DTC, or retail environment.
- Experience working with ERP systems for order processing, invoicing, and fulfillment tracking.
- Familiarity with customer service ticketing systems like Zendesk or similar tools.
- Knowledge of supply chain or fulfillment operations
About Us
La Colombe is a leading coffee roaster in pursuit of excellent coffee for all since its inception in 1994. Through ethical trade with growers, advocating for equity, and empowering their communities, La Colombe continues to be a pioneer and raises the standards for outstanding quality coffee. The brand is known for providing beloved signature blends, exceptional single-origin coffees, and the world's first-ever textured canned cold latte. La Colombe operates 32 cafés across Philadelphia, New York, Chicago, Boston, Los Angeles, Austin, and Washington, D.C. La Colombe's celebrated coffees are also available in cafés, hotels, restaurants and retailers worldwide. In 2023, La Colombe was acquired by Chobani, a next-generation food and beverage company on a mission to make nutritious food accessible to all.
For more information on La Colombe, visit
www.lacolombe.com.
Chobani is an equal opportunity employer. Chobani will not discriminate against any applicant for employment on any basis including, but not limited to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, military and/or veteran status, marital status, predisposing genetic characteristics and genetic information, or any other classification protected by federal, state, and local laws.
We offer a comprehensive benefits package, including medical, dental, vision coverage, 401K match, short- and long-term disability coverage, health savings accounts, flexible spending accounts, and tuition reimbursement. We are also proud to offer specialized benefits like health care navigation, mental health services, fertility assistance, and paid parental leave as well as 120 hours of PTO and 11 Holidays each year.
Compensation Range: $23 - $26/hour, plus bonus.
