Customer Service Representative

Job description:
From bread baking questions to lost packages, Brød & Taylor is serious about providing the best possible experience for our customers. We’re looking for someone who not only enjoys helping people, but who also has hands-on knowledge of bread baking and sourdough starter care. Our customers are passionate home bakers, and we want our support team to speak their language.
Join our growing team with a focus on email and phone support for customers. Brød & Taylor is based in beautiful North Adams, MA.

• This position is primarily in-office, with occasional work-from-home flexibility. Remote work may be considered for the right candidate..
• Approximately 32-40 hours per week..

• Manage and respond to customer inquiries throughout the workday in a timely and accurate way via phone, website live chat, email, and social media..
• Use FAQs, product information, recipes, videos, and past customer cases to answer inquiries about our products..
• Follow Brød & Taylor operating procedures and style guidelines..
• Provide knowledgeable, confident guidance on bread baking, sourdough starter maintenance, and troubleshooting..
• Refer relevant questions to customer service, marketing and other teams as needed..
• Use NetSuite web platform to track and resolve customer questions and issues involving:.
• Orders and shipping.
• Product set-up, use, and troubleshooting.
• Warranties, returns, and repairs.
• Baking and general recipe help.
• Work with Amazon customers through Amazon Seller Central to resolve issues, questions, returns, and refunds..
• Create NetSuite monthly reports on customer service and warranty trends..

• Excellent customer care and focus: ability to assess customers’ needs, find and provide answers or methods for a positive customer experience..
• Organized, process-oriented and analytical work skills..
• Hands-on experience with bread baking or sourdough starter care is required..
• Ability to learn, understand and explain product specifications and uses..
• Ability to multitask on multiple issues..
• Computer proficiency: ability to learn and use web-platforms including NetSuite, Shopify, and Amazon Seller Central..
• Excellent written and verbal communication skills..

• Deep enthusiasm for bread baking, sourdough, or fermentation..
• Previous experience in a customer support role..
• Language skills, written and spoken. Spanish conversational ability is preferred but not required..

• Competitive salary and benefits package..
• Opportunities for professional growth and development..
• PTO and holidays, 401k with matching, Health Care reimbursement (ICHRA), Educational Assistance..
• The chance to be part of a rapidly growing company with a strong mission and vision..

Benefits:

• 401(k).
• Flexible schedule.
• Paid time off.

• Sourdough Baking: 2 years (Required).