Customer Service Supervisor - Culinary specialist wanted for gourmet ecommerce business

SUMMARY

Are you a culinary professional with a passion for customer service who is ready to pivot? Are you willing to set down your knife and venture into eCommerce? We have an evolving position in our eCommerce division that enables you to talk about food all day long, while developing your digital skills across multiple platforms, as you assist our foodie customers shopping at www.dartagnan.com.

D’Artagnan is far from your typical food purveyor. Our team is comprised of passionate culinary specialists – many of them front- and back-of-house professionals – on a mission to educate and better the food scene in America. Will you be the next passionate hospitality professional to join our customer experience team? To succeed in this position, you need to be detailed oriented, have quality food industry experience, and possess a strong entrepreneurial spirit. The ideal candidate has worked with and understands the importance of quality-sourced ingredients and can use their culinary skills to educate and advise our B2C customer base. Must be able to communicate with a broad range of personality types and stay calm under pressure. Experience with Salesforce a plus.

This is a hybrid position is based in Union, NJ, but the work can be remote for the right candidate.

OBJECTIVES OF THIS ROLE

At D’Artagnan, customer experience representatives report directly to the Director of Inside Sales and are responsible for assisting customers with their online purchases, responding to customer inquiries regarding online orders and working closely with the eCommerce team to manage online promotions and evaluate our shopping experience. The role requires strong organizational skills with an emphasis on food knowledge and dexterous verbal communication abilities. This role offers ongoing professional development and is a feeder position to other opportunities within our growing company.

DAILY & MONTHLY RESPONSIBILITIES

• Collaborate with team of customer service agents in our ecommerce division servicing our eCommerce customer base
• Handle escalated phone inquiries and work with customers to deescalate major complaints
• Handle Website administration duties – including but not limited to: case resolution within Salesforce, refund processing, replacement order entry.
• Meet with eCommerce programming department to discuss new product launches and promotion calendar
• Provide daily updates to the customer service team after running morning shipping reports and reviewing promotional calendar
• Work with ecommerce team to evaluate daily orders and communicate any shortages or substitutions to customers

SKILLS & QUALIFICATIONS

• High School Diploma or Equivalent
• Culinary education/experience
• Comfortable working in multiple computer platforms simultaneously
• Naturally inquisitive with proactive problem-solving abilities
• Thrives in a fast-paced business environment with an ability to adapt quickly to change
• Team player with the ability to collaborate effectively across all levels of the organization
• Strong oral and written communication skills
• Capable of embracing new technology
• Detail-oriented, with the ability to multi-task and prioritize multiple projects with competing deadlines

• College degree
• Microsoft 360 – Excel experience a plus
• Salesforce experience a plus

• Salary with annual bonus potential
• Full Health Benefits (Medical, Vision, Dental & Life Insurance)
• 401K Retirement Savings Program with Company Match
• Paid Vacation, Sick Leave and Holidays
• Employee Discount Program for Product Purchases
• Growing Company

COMPANY INFORMATION

D’Artagnan, headquartered in Union New Jersey, was founded in 1985 and is now the leading brand specialized in sustainably raised meats, poultry, game, charcuterie, truffles, and mushrooms in the country. D’Artagnan is part of Fortune International, LLC, the Country’s leading processor, distributor and importer of quality seafood, meats, and gourmet products. D’Artagnan is dedicated to natural, sustainable, and humane production and products. Over the years D’Artagnan has built relationships and partnerships with farmers and ranchers who share the same philosophy, and believe in free-range, preservative-free, and organic products.

With over $170M in revenue and almost 300 employees, it is a hugely successful and well-recognized enterprise. D’Artagnan is organized around three distinct business lines: Food Services (Hotels, restaurants, etc.), Retail, and Online; each business line having a specific business model. D’Artagnan sells products in all 50 States and buys products all over the world. D’Artagnan has established an outstanding reputation over the years, built on a simple yet key principle: to provide its clients with the highest quality. For decades now, it has been acclaimed by the industry and customers all over the country and is recognized as a world-class company by many world-class chefs. In addition, the D’Artagnan website continues to grow in popularity and reach – serving as a trusted destination for home cooks across America looking for the best tasting, restaurant-quality ingredients, and specialty food products.

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Direct applications only; no third-party agencies.