Zingerman's
  • Creamery
  • 12
  • Hourly
  • Full Time

This exciting position will allow the Creamery to offer full time Customer Service to our Wholesale Clients and is the liaison on the ground between customers, production, logistics and accounting.

Reports to the Sales Manager

Full-Time, $12/hour, Must be able to work one weekend day


PERFORMANCE EXPECTATIONS

  • Is present in the office 5 days a week (Monday-Friday, 9 am- 5pm)
  • Provides service to wholesale customers by phone, on email, and in person
  • Supports all customers on the phone
  • Is the liaison on the ground between customers, production, operations, logistics, and accounting

Great Food

  • Knows the profile of all of our cheese and gelatos
  • Aware of "range of acceptability"
  • Aware of potential for defects
  • Knows processes used in production
  • Relays product and quality concerns to Production Manager
  • Handles food safety complaints
  • Handles potential recall complaints
  • Uses Recall system for documentation
  • Works with Production Manager on resolution of product complaints
  • Supports marketing efforts of Sales and Marketing Manager
  • Supports new product launches

Great Service

  • Answers Phone in the business, including retail line after 2nd ring
  • Checks messages for the business
  • Inputs event RSVP's that come in through phone
  • Takes Retail orders Monday-Friday if necessary
  • Creates sales orders conveying all necessary information pertaining to the order
  • Makes it Right for customers
  • Calls customers for orders, and keeps customers on a regular schedule
  • Works with logistics department to get the customer on a delivery route, or UPS day
  • Communicates with guests and prepares them for service changes
  • Communicates with guests on product availability, and quality concerns
  • Communicates with guests about monthly product/Seasonal Product changeover for customers.
  • Makes sure that all web inquiries are routed to the appropriate individual and answered promptly.
  • Follows up with guests on all orders sent by email, knows customer's business and needs, actively upsells
  • Maintains order cut off times
  • Communicates standards, and procedure changes from business receiving departments to logistics
  • Communicates product delivery issues and quality concerns from customers to the logistics department looking for systemic solutions and putting new systems in place
  • Supports production in label printing
  • Maintains customer call calendar

Great Finance

  • Maintains customer data and profile for Sales, Service, and Logistics
  • Prepares invoices for completed wholesale orders
  • Is aware of accounts receivable status and communicates to customers when they are overdue
  • Checks all delivery invoices with delivery driver for completeness and accuracy after delivery
  • Makes corrections to invoices when there are fulfillment errors
  • Sends corrected invoices
  • Issues credit memos
  • Creates new items and updates items in Sage
  • Actively works to solve systemic issues which are costly with timely solutions
  • Communicates with UPS regarding service issues and resolves financial issues associated with problems and exceptions

SUCCESS PATTERNS:

  • Strong office administrative skills required
  • Operational experience in specialty food preferred
  • Excellent communication skills verbally and in writing

DESIRED CHARACTERISTICS:

  • Passion for great food, great finance and great service
  • Exhibit excellent attention to detail and organization
  • Ability to work well independently
  • Perform well under pressure, good with deadlines
  • Creative and thinks outside of the box
  • Enthusiastic, outgoing, and courteous
  • Exhibits a desire to learn, and is a fast learner
  • Positive attitude
  • Good interpersonal skills
  • Works with a sense of urgency and enjoys a fast paced environment
  • Takes pride in accuracy
  • Good follow-through skills
  • Excellent attendance and punctuality
  • Has reliable transportation
  • Likes to have fun at work!
  • Takes delight in creating processes that increase effectiveness and decreases non-value added work
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