Customer Support Specialist II

Meet Us: King Arthur Baking Company has been sharing the joy of baking since 1790. Headquartered in Norwich, Vermont, we’re the ultimate baking resource – providing education, inspiration, and the highest quality products, all while fostering connections and community through baking. Our superior flours and mixes are available in supermarkets nationwide, and our direct-to-consumer business – website and retail stores – offers an even wider selection of specialty baking ingredients, mixes, gluten-free products, baking tools, and more. We bring baking education to millions of bakers through our cookbooks, podcast, recipe app, website, and baking school. We’re proud to be 100% employee-owned, which means everyone who works here has a real voice and a shared stake in what we do. This creates a strong sense of community built on trust, teamwork, and love of baking. As a benefit corporation, we’re committed to the best interests of all our stakeholders - employees, our local communities, our broader community of bakers, and our planet. Join us and help spread the joy of baking. King Arthur – where, as an employee-owner, your passion and ideas can truly make a difference.

The Position: The Customer Support Specialist II is the primary point of contact for our customers, assisting them with orders, inquiries, technical issues, and providing exceptional service to ensure their satisfaction. Responsibilities include resolving customer concerns efficiently, managing customer accounts, and collaborating with other departments to ensure swift resolution of issues.

The Benefits: Yes, we have the regular "stuff" - medical, dental, vision, company paid short- and long-term disability, life insurance, paid parental leave, paid time off to rest, paid holidays to have fun, a 401(K) with a company match. But here's what makes us different: 40 paid volunteer hours a year, profit sharing*, participation in the Employee Stock Ownership Plan (ESOP)* and knowing that those working with you are dedicated and engaged co-employee owners that believe in you and your extraordinary abilities to move us all forward.

The Location: Hybrid combining working from home, and onsite in White River Junction VT roughly 3 days per quarter, with the option to work onsite weekly. Ideal candidates will be located within a 2-hour drive of our offices.

The Schedule: This is a full-time 40-hour per week position, requiring availability at least one weekend day and one evening shift per week.

The Pay: $18.73 to $19.77 per hour worked; commensurate with experience.

Essential Duties and Responsibilities

Provide exemplary service to a diverse customer base, in a fast-paced environment, across voice and multiple digital channels.

• Use effective problem-solving skills to provide a 1^st contact resolution and a high level of satisfaction in all customer interactions.
• Create and modify customer orders and account information, using a combination of software.
• Assist customer registration for on-demand, live online, or in person Baking School classes.
• Assist customers navigating our website; troubleshoot and solve related technical issues.
• Be a brand ambassador; educating customers about our history, products, values, and our impact.
• Additional tasks and responsibilities as necessary/assigned

Education and experience

3 years in customer service, retail, sales, hospitality, or other related field

Competencies

Communication Skills: Exceptional verbal and written communication skills are essential for effectively interacting with customers to understand their needs and convey information clearly and accurately.

Problem-Solving Ability: Strong problem-solving skills enable you to analyze complex situations, identify root causes of issues, and develop creative solutions to address customer concerns promptly and effectively.

Empathy and Patience: Demonstrating empathy and patience is crucial for building rapport with customers and diffusing tense situations. Understanding and addressing customer frustrations with a compassionate approach can turn negative experiences into positive outcomes.

Team Collaboration: The ability to collaborate effectively with internal teams is essential for resolving customer issues that require cross-functional coordination. Being able to communicate customer feedback and insights to relevant departments ensures a seamless customer experience and contributes to overall company success.

Physical Requirements/Work Environment/Safety

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical requirements

This role consistently uses standard office equipment such as computers and phones.

Ability to work at a computer for extended periods of time.

• Work environment

Indoors, a normal office environment with little exposure to excessive noise, dust, or temperature changes. This role operates in a professional office environment or at a home office where most work is performed at a desk using multiple monitors and headsets. Remote work environment that meets KAB standards for work.

• Safety

Understands that safety is the responsibility of everyone at the organization and is responsible for adhering to/providing work in a safe and ergonomic manner, identifying unsafe conditions and correcting conditions immediately or reporting them promptly.

Participates in safety and compliance training and safety and health programs.

Supervisory Responsibility

• N/A

Travel

• Travel to White River Jct., Vermont 3 days per quarter.

Environment

• Adhere to company-wide green norms, look for ways to reduce, reuse, recycle
• Educate oneself on King Arthur Baking environmental campaigns
• Strive to continually improve and implement new processes to reduce our environmental impact

Uniform

• Business Casual

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors.

There's room at our table for you! Apply today.

Equal Employment Opportunity Employer

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors protected by law. King Arthur Baking provides reasonable accommodation to qualified individuals with disabilities to allow them to participate in both the application process and during employment. Such individuals are encouraged to seek accommodations to allow them to apply for a position, participate in the application process, and meet the essential functions and requirements of the position.

*Amounts vary based on achievement of financial targets. Participation based on hire date and program entry date.

Salary : $19 - $20