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Counter Culture Coffee

Customer Experience Wholesale Lead

SALES & CUSTOMER SUPPORT – Durham, North Carolina
Department SALES & CUSTOMER SUPPORT
Employment Type Full-Time
Minimum Experience Entry-level

         
                                                               
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Counter Culture Coffee was founded in 1995 and is headquartered in Durham, NC, with regional offices in 12 major cities across the country.  Counter Culture Coffee has been continuously innovating in the coffee industry and we’re looking for passionate, dynamic, diverse team members to help us expand our efforts.

Counter Culture Coffee is:

Quality Coffee | We continue to cultivate relationships with growers and organizations around the world in order to build trust, improve quality, and foster transparency.

Education | We believe the pursuit of coffee perfection includes educating ourselves, our partners, and our customers about the coffee supply chain and the best methods of preparation.

Sustainability | Our commitment to affecting positive change in every community to which we are connected is driven by our belief that we can–and should–always strive to improve upon the present.

Transparency | We are committed to sustainability and holding ourselves and our peers accountable for creating a more sustainable future of coffee.


Position: Customer Experience Wholesale Lead

FLSA Status: Non-exempt

Job Overview:

The Wholesale Solutions Lead provides comprehensive support to any wholesale account and to any member of our wholesale support team. This team member is responsible for fielding any incoming wholesale inquiry, via email or phone, and take actions to resolve any issues. This job requires strong time management skills and customer service skills as well as a familiarity with the specialty coffee industry and some technical skills. The Wholesale Solutions Lead is resourceful, thoughtful, patient, and polite - always thinking about the customer experience.

 

Job Duties:

  • Respond to any calls, emails, or faxes from customers with appropriate actions, ensuring resolution to any standing issues.

  • Process and help ensure the fulfillment of late orders or order changes.

  • Be a super user of our CRM and Inventory Control programs, helping the wholesale team mine data from these programs.

  • Develop reporting to track efficiency and issues with the wholesale team.

90-Day Goals:

  • Complete 3 Counter Intelligence Labs

  • Lead a Tasting at Ten

  • Be able to manage job duties without supervision

Requirements:

  • Maintaining a positive, empathetic and professional attitude towards customers at all times

  • Must be positive, inspiring, thoughtful, thorough and questions the status quo.

  • A high aptitude for communication and a strong desire to effectively communicate the mission. and values of Counter Culture in an honest, approachable, and concise way.

  • Congenial, professional, helpful, and thoughtful in any situation.

  • A willingness to be challenged and an eagerness for professional education and growth.

  • Knowledge of and/or a willingness to learn about the equipment and processes required to produce the highest quality coffee.

  • Fluency in various brew methods, including but not limited to pour over and espresso—with a thorough knowledge of brewing best practice.

  • Able to work well with internal teams to establish and achieve retail customer satisfaction and retention goals.

  • Comfortable using various forms of technology and programs for customer interactions and issue resolution.

  • Loves coffee and loves talking about all aspects of it.

 The physical activity of this position:

Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detail or important spoken instructions to other works accurately, loudly, or quickly.

Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

 The physical requirements of this position:

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

 The visual acuity requirements including color, depth perception, and field vision:

The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer or terminal; extensive reading

 The conditions the employee will be subject to in this position: subject to atmospheric conditions - the odor of roasting coffee, some variance in temperature in work location.

Benefits: Currently, the offered 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; life insurance; 401(k) program; 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 pass a reference check process, successfully complete a post-offer/pre-employment criminal background check, and demonstrate USA employment eligibility (per federal and state law, Counter Culture Coffee participates in the federal E-Verify program).

 

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  • Location
    Durham, North Carolina
  • Department
    SALES & CUSTOMER SUPPORT
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level
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