Customer Service Representative

Equal Exchange • West Bridgewater, MA • 4h ago

Position Description/Minimum Qualifications * Equal Exchange is a fair
trade organization and worker-owned co-operative headquartered in West
Bridgewater, MA. Founded in 1986, our mission is to create more fair
trade relationships between farmers and consumers. We bypass the
conventional marketing system by cutting out middlemen and buying
directly from farmer co-operatives. Full-Time, Non-Exempt position on
Worker-Owner track Hours: 40 hours per week Starting Salary:
\$45,000-\$50,000 paid on an hourly basis, depending upon experience
Benefits: Health/dental/vision insurance coverage, vacations, holidays,
sick days, eligibility for worker ownership Department: Customer Service
Reports to: Customer Service Manager Responsible for: Customer Service
tasks & goals, support of Sales and Operations as determined with
supervisor Qualifications An interest in the mission of Equal Exchange.
Experience with or interest in working for a cooperative organization is
preferred. Ability to communicate effectively and compassionately with
customers and team members. Ability to effectively problem solve with
customers and team members. Ability to manage time and responsibilities
and to plan. Ability to enter orders effectively and accurately. Ability
to be flexible & manage several tasks at once and recover quickly from
interruptions Comfortable learning and navigating multiple software
systems Exceptional attention to details Enjoy working as part of a
team. Previous customer service experience preferred Responsibilities
(Approx. 90-100%) Creative problem-solving mindset Primary phone and
email contact for customers? orders, inquiries and service questions.
Communicate Equal Exchange\'s mission Answer phones, process orders, and
answer customer questions knowledgeably, accurately, and kindly General
Product & Equipment knowledge Work with Sales Team members to keep up to
date on promotions, new products, new customers, etc. Work with
supervisor to keep up to date on inventory and operations policies
Understand customer needs & build customer confidence in our ability to
care for them Process credit memos and handle returns through our
various shipping methods Develop fluency in our ERP software and other
technology, as needed. Other job-related responsibilities and projects
as needed. Special Project Areas / Team Lead Serve as team lead and
point of contact for special project(s) or area(s) of knowledge/
responsibility on behalf of the team Develop knowledge and expertise in
special areas or projects Maintain -Expectations List -with supervisor,
to document shared expectations of what being the lead in this area
entails Create and maintain any needed resources Keep the team informed
and up to date in this area as needed Train designated team member to
cover your lead responsibilities when necessary Cover the work of
another team lead if needed, which may include shifting work hours
Personnel & Worker Ownership/Fair Trade Development (approx. 0 - 10%)
Participate in staff, team, department, and educational (Exchange Time)
meetings. Understand our producer partners, trading policies, and the
Fair Trade movement. Understand and participate effectively in our
worker cooperative model. To Apply Please provide your resume and
answers to the following questions by email to apply@equalexchange.coop
How does this position help Equal Exchange fulfill its commitment to
small farmers? What is excellent customer service? What would you do in
this situation: A store buyer who is a regular customer calls, saying
that they received the wrong coffee item, and that this is the second
time in 2 weeks. They are losing their patience.

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