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Company Name Counter Culture Coffee
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Please apply on our website.

https://counterculture.bamboohr.com/jobs/view.php?id=70

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Based in Durham, NC, with regional offices around the country, Counter Culture Coffee has been continuously innovating in the coffee industry since 1995—and we’re looking for new team members to help us expand our efforts.

Counter Culture Coffee is:

● A relentless pursuit of coffee perfection

● A dedication to real environmental, social, and fiscal sustainability

● A commitment to creating cutting edge coffee people

Position: Sales & Customer Support Manager

FLSA Status: Exempt

Job Overview:

Reporting to Counter Culture’s National Sales Manager, the Sales & Customer Support Manager helps lead Counter Culture’s efforts to increase customer satisfaction, loyalty and retention by creating and ensuring a standard of excellence in support of all those who serve and enjoy Counter Culture Coffee.  This role works closely with Wholesale, Grocery, and Ecommerce Sales Managers to appropriately respond to all complications that arise in the course of doing business. Additionally, this role works to proactively engage all of Counter Culture’s customers to identify ways to improve products and services.

Job Duties:

Understand and represent the voice of the customer

  • Implement and manage customer feedback via a Customer Experience Management Platform.

  • Understand the different service needs of different segments of Counter Culture’s customer base.

  • Represent customer perspectives in decision-making meetings with other managers.

 

Develop and maintain the plan for Customer Experience

  • Develop a plan to transform Counter Culture’s Customer Experience function to a be an industry leader  across multiple channels (phone, email, chat, social media, mobile, etc).

  • Help create and manage to an approved departmental budget.

  • Manage resources to maximise the lifetime value of Counter Culture’s customers and customer segments.

 

Strengthen the Customer Experience team

  • Evaluate departmental capabilities and create a 1 year plan and 3yr picture for the department

  • Recruit new team members where required.

  • Ensure new team members are properly trained and equipped with all the tools they need to be successful including the ability to actively listen to customers, be empathetic towards their problems, and be efficient in providing solutions.

Develop customer support systems

  • Identify, test, implement and manage best practice systems, processes and procedures for every customer support channel:

  • CRM Ticketing System to ensure efficient workflows and accurate documentation of customer service actions and discussions.

  • Phone tree system to ensure inbound calls are efficiently directed where they need to go.

  • Other channels including Email, Social media, webchat, etc to ensure consistency across all customer touchpoints.

Lead the coordination of Customer Experience, Sales, Operations, IT, Finance and other departments to address customer experience issues.

Strengthen relationships with customers

  • Work with Marketing and Sales to implement customer-focused campaigns designed to increase engagement and retention

  • Develop and oversee listening and engagement on various platforms (website, social media, blogs, forums, receptionist, etc)

Set goals and monitor progress

  • Develop customer support department and team member goals.

  • Key liaison with IT and OPS

  • Identify key performance metrics to evaluate.

  • Share key metrics to show progress against goals and enable issue resolution.

Requirements:

  • At least 3 years of management experience in a retail/wholesale customer support setting with strong supervisory and coaching abilities

  • Proven leader with record of driving results through Customer Support experience

  • Ability to develop, support and maintain a top-performing team

Preferred Skills:

  • Netsuite, Zoho, and Woo Commerce experience

  • Experience with customer support ticketing systems

Physical Aspects of Job:

Physical activities: climbing (ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms), kneeling, reaching, fingering (picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling), grasping, talking, hearing, and repetitive motion (substantial movements of the wrists, hands, and/or fingers)

Physical requirements: sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Visual acuity: requires close visual acuity to perform activities such as preparing and analyzing data and figures, transcription, viewing a computer terminal, extensive reading, etc.

Physical conditions: subject to atmospheric conditions - odor of roasting coffee, some variance in temperature in work location.

90-Day Goals:

  • Retail integration into CRM

  • Implementation of Ticket System

  • Set and benchmark our Support standards

Employee Benefits: Current benefits include: group health (medical, dental and vision), available the first of the month after 30 days of employment; flexible spending accounts for healthcare and for dependent care; short- and long-term disability and life insurance (premiums paid by Company); 401(k) program with available match after 1 year (up to 4% max); generous paid time off; six company holidays.

Counter Culture Coffee is an Equal Opportunity Employer in both policy and practice.Counter Culture Coffee assesses candidates for employment based on their knowledge, skills, and abilities to perform the job for which they are applying and without regard to any non-job related category as protected by federal, state or local law. Finalist candidates for employment will be required to demonstrate USA employment eligibility (per federal and state law, Counter Culture Coffee participates in the federal E-Verify program).

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