Peet's Coffee

  • Customer Success Advocate - FS/OCS

    Job Locations US-CA-Emeryville
    Requisition ID
    2018-4037
    Job Industry
    Food Service/Office Coffee Service
  • Overview

    Reporting to the Wholesale Customer Service Manager, the Wholesale Customer Service representative is responsible for a group of business accounts resolving all b2b Customer Service related issues such as fulfillment, shipments, deliveries, returns, and service exceptions. Input customer orders and manage inventory for partners. Actively support base business to promote growth. Work directly with cross-functional business partners to ensure an exceptional Peet’s customer experience.

     

     

     

     

     

     

     

     

    Responsibilities

    Manage and process customer orders, returns, exchanges, credits, order forms, and invoices

    • Resolve service problems by clarifying the customer's concern, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and follow up to ensure resolution or escalation
    • Answer incoming emails, calls, e-faxes, and inquires promptly and professionally and provide outbound calls
    • Proactively communicate with external customers to inform and provide relevant information regarding business
    • Communicate inventory needs to internal and external business partners
    • Partner with cross-functional teams such as Accounting, Grocery, Retail, Procurement, Warehouse Fulfillment and Shipping
    • Collaborate with Account Managers to evaluate key business trends for assigned accounts and monitors base and new account business performance
    • Support Peet’s Wholesale division in achieving sales goals and contributes to team effort by accomplishing related results
    • Update account information and manage item catalog in DAX
    • Support new beverage launch and product innovation with promotional items and marketing materials
    • Provide internal and external customer support and input as needed
    • Operate with a strong commitment to Peet’s Coffee & Tea vision, mission, and values

    Qualifications

     

    • High level of professionalism and contagious enthusiasm with customers
    • Solution-oriented, proactive and a can-do attitude
    • Ability to listen and understand customer needs
    • Strong follow-up and attention to detail
    • Ability to learn quickly, multi-task, as well as work independently and in a team environment
    • Excellent problem solving, project management, communication
    • Demonstrate strong strategic, analytical and creative problem-solving skills
    • Produce and analyze customer and usage data
    • Flexibility and the ability to manage fast-paced growing business demands, prioritize, and anticipate needs and adapt to changing priorities
    • Proficiency with Excel, Google Docs, and Microsoft systems (DAX/Dynamics) preferred
    • Minimum of 2-3 years customer service or account management experience required
    • 10 Key by touch and ability to type minimum 50 wpm preferred
    • Embrace Peet’s Mission, Guiding Principles, and Values

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