Position: Fairwave Customer Service Representative
Job Type: Exempt role working Monday through Friday
Reports To: Customer Service Manager

About Us:
FairWave Coffee Collective champions local coffee brands, including The Roasterie, Messenger, IBIS Bakery, Black Dog
Coffee House, Filling Station Coffee Garage in Greater Kansas City, and Up Coffee Roasters and SpyHouse Coffee in Greater Minneapolis. The Collective is a root system for locally-owned coffee shops grounded in these guiding principles:

1. Sourcing the highest-quality specialty coffee beans from farm-direct relationships respecting every hand in the journey.
2. Mastering the art and science of coffee roasting.
3. Investing in the people and experiences to bring out the best of each local brand.

The Collective includes market-leading local coffee brands that operate in their respective markets to drive world-class coffee, bakery, and culinary experiences for customers.

Job Overview:
Primary duties will include, but not be limited to, taking customer orders, and entering them into the computer system and answering the phone for retail customers. This position is responsible for ensuring the accuracy of orders. This position is also responsible for stimulating product interest with existing accounts.

Duties/Responsibilities:

• Answering the phone and directing calls appropriately and promptly. Inform caller of employee’s direct lines before transferring to voicemail to help lessen the number of inbound calls to the main number.
• Call existing customers to take orders, introduce new products, monthly specials, and maintain excellent relationships with all customers and prospects.
• Take retail and wholesale customer orders by phone, fax, internet, and email and enter into the computer system.
• This position is responsible for ensuring the accuracy of all orders.
• Assist customers with product info, new account inquiries, and any issues they may have with their orders or other aspects of business. Notify Customer Service Manager of any customer issues. If an issue cannot be resolved, route to Customer Service Manager.
• Maintain customer accounts as needed in the computer system.
• Assist retail customers with any and all order problems that arise, tracking information, sending replacements, refunds, product questions, and other various trouble shooting.
• Maintain info/order inboxes, answering wholesale/retail inquiries within 24 hours.
• Works as an effective company team member, liaising with others and contributing to our overall customer and employee experience.
• Other duties as assigned.

Preferred Education/Experience:

• Minimum of a bachelor’s degree, or a 4-year degree in a related discipline or 3 years in the field or in a related area, or suitable combination of education and relevant experience preferred.
• Extensive knowledge of commonly used concepts, practices, and procedures within the coffee retail business, specifically, customer service knowledge, and demonstrated comprehensive knowledge of office and facilities coordination and basic computer knowledge.
• Candidate needs to demonstrate the ability to work within a very structured, disciplined, and skilled environment with a strong attention to detail and follow-through. Tasks are immediate, narrow, specialized, closely supervised, and pre-determined.
• Possess good creativity skills, be self-motivated and self-starting, exhibiting an ability to multi-task and require minimal supervision.
• Demonstrate the ability to handle a great deal of change, being able to shift priorities and deadlines and/or goals.
• Demonstrate a positive, customer-oriented tone and establish a high degree of people-focused optimism.
• Have the ability to be attentive and responsive to the emotional needs of others as well as maintaining the objective needs of the situation and must enjoy working in a people oriented and socially interactive environment.
• Should possess the ability to effectively interact with internal and external customers under the values established by Fairwave.
• Exhibit to our team commitment of providing all we encounter with extraordinary coffee experiences.

Physical Demands:
While performing the duties of this position the employee is regularly required to stand, walk, climb stairs, sit, see, touch, talk and hear. The employee is frequently required to use hands to finger, handle or feel and reach with hands and arms. The employee is occasionally required to drive or ride in a motor vehicle. The employee must occasionally lift up to 50lbs and routinely move or lift 25lbs.

Here’s What’s In It For You:

• Be part of a growing company with a family of iconic coffee brands.
• Free coffee and awesome merch.
• Comprehensive benefits program.
• 401K with match.

** Healthcare and 401K benefits are offered to FT associates, PT associates only become eligible if they meet certain criteria within a 12-month period.

Disclosers:
FairWave Coffee Collective is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability, or veteran status.

Background check will be performed and must be passed for all external candidates. Must follow all company policies, complete anti-sexual harassment, and anti-bias in the workplace training.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than ab “at will” relationship.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Minneapolis, MN 55413: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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