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Counter Culture Coffee

Customer Experience Associate

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

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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: Customer Experience Associate (2 positions available)

FLSA Status: Non-exempt

Job Overview:

The Customer Experience Associate will be joining a Customer Experience team of existing Specialists, and will primarily be tasked with supporting those Specialists by maintaining daily, ongoing customer support. The Customer Experience Associate will be responsible for supporting our Reception and Front Desk operations while also being an integral part of our E-Retail, Wholesale and Grocery Customer Experience teams.

The primary day-to-day responsibilities of the Customer Experience Associate are to efficiently and effectively help customers with information related to our products, events, and services, and to resolve issues related to orders, accounts, subscriptions, our website, etc.

The Customer Experience Associate offers excellent customer service, and possesses strong communication and critical thinking skills. The Customer Experience Associate can effectively and intelligently converse with customers of all experience levels about our coffee offerings, other products on our website, coffee knowledge, brewing troubleshooting and best practices, company events, and overall company philosophy.

A superior attention to detail, excellent organizational skills, and an ability to multitask while manage a varying workload are necessary. The associate should be a resourceful team player with a strong customer service focus. This person should possess solid computer skills with common office applications, including spreadsheet-based reporting. E-commerce/CMS experience strongly preferred. Also, must have the ability to work in a fast-paced, coffee warehouse, open-office environment.

The core hours of this position are 8:00 a.m. - 5:00 p.m. EST with the potential for variable flex hours ranging from 8:00 a.m. until 8:00 p.m. EST

Job Duties:

Reception:

  • Answer all incoming calls from the main line and answer customer questions; Direct calls to the appropriate team member; Log calls in a CRM system
  • Greet all persons entering the facility and notify the appropriate team member
  • Maintain the reception area, including watering plants, dusting, and ensuring overall cleanliness; Communicate with Durham team when reception area Pop Up Shop requires attention
  • Daily reception and internal delivery of inbound small parcel mail and packages
  • Manage customers who come to the reception desk for local pickups
  • Manage supply levels for facilities closet

Customer Support:

  • Respond to any calls or e-mails from customers with appropriate actions, ensuring resolution to any standing issues
  • Maintain a high level of competency with all company systems and software, including ordering, pricing, shipping and inventory
  • Up-to-date knowledge of Counter Culture products, events and educational offerings
  • Counter Culture brand representative for occasional press and public-facing outlets
  • Process and help ensure fulfillment of late orders or order changes
  • Process late orders and order exceptions
  • Inventory adjustments and communications with Finance and Operations departments regarding inventory control
  • Provide customers with invoices and tracking info as necessary

E-Retail Support:

  • Promptly, efficiently, and effectively help retail customers with information related to our products—e.g. brewing, coffee knowledge, events, etc.
  • Work with retail customers to resolve issues before and after an order is placed, from coffee recommendations to shipping delays.
  • Oversee E-Retail inbox to respond to emails and voicemails
  • Assess, diagnose, and resolve subscription and e-retail related issues.

Grocery Support:

  • Assist with the coordination of samples, intro kits and marketing materials for customers as assigned

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.
  • A 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 mans 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 negligible amount of force frequently or constantly to life, 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 - odor of roasting coffee, some variance in temperature in work location.

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; life insurance; 401(k) program; company sponsored funds for pushing potential and personal sustainability activities (available after 3 months of regular employment); paid time off; six company holidays.  Benefits are subject to change at any time, with or without notice by the Company and/or carriers.

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.

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