Coffeehouse Operations Support Representative I

Bagel Brands•Minneapolis, MN

11d•$19 - $31

About The Position

At Caribou Coffee we create day-making experiences that spark a chain reaction of GOOD! This is our purpose. Our team brings this to life by focusing on what’s really important around here – TEAM, GUEST, BUSINESS! It’s that simple. If you’re ready to work somewhere you can be yourself while making an impact on your community, creating life-long relationships, and serving the best coffee around, join our herd! Apply today and be part of the ‘Bou Crew! Position Overview: As a Coffeehouse Operations Support Representative at Caribou Coffee, you will be the primary point of contact for operational support, serving a wide range of business channels, including US Retail, Traditional Franchise, and Non-Traditional Franchise. You will bring an exceptional blend of empathy, open-mindedness, and willingness to work together with field leaders to resolve operational challenges efficiently.

Requirements

Clear and effective communication and the ability to manage multiple stakeholders and partners
Ability to work independently, following through consistently on written procedures
High energy, results-oriented, team player
A passion for delivering outstanding customer service
Excellent written and verbal communication skills
Highly organized, detail-oriented self-starter with the ability to manage time appropriately
Demonstrate sound judgment with the ability to prioritize and make decisions
Resourceful, can-do attitude
Thrive in a fast-paced environment
High School diploma or GED equivalent
2+ years’ customer service experience
Ability to be on call on a rotating weekend and holiday schedule

Nice To Haves

1+ years’ experience in Caribou Coffee store at a shift lead level or higher
Business Service experience for a manufacturer or consumer products company
Working knowledge of Microsoft Office, Excel, Crunchtime, Great Plains and Korber WMS

Responsibilities

Serve as a point of contact for field operations team members by responding to telephone, OneCall and email inquiries regarding Caribou Coffee products, services, promotions and operational needs.
Participate in Execution Guide calls to ensure up-to-date knowledge of products, service and promotions.
Assist customers with special orders, missed order deadlines and delivery updates, providing timely solutions.
Set up and maintain accounts in order management software for company, license and franchise locations.
Regularly review and update e-store catalogs for customers using the platform, ensuring accurate item listings and descriptions.
Proactively monitor order flow utilizing internal systems.
Address customer issues and initiate credits when appropriate.
Diagnose and resolve transaction errors, resending order files as necessary to prevent disruptions.
Field and resolve issues and questions from field team members.
Minimize disruption for guests and field team members through proactive communication and problem solving.
Constructively address problems and issues as they arise, finding practical solutions aligned with company policies and practices.
Manage and support standard practices, processes and documented procedures.
Consolidate and escalate the needs of field team members to the appropriate support function.
Review and integrate data pushes into ERP system, ensuring accurate item set up, inventory availability, and correct units of measure.
Escalate inquiries to appropriate business owners, maintain logs, and follow-up on inquiries.
Partner with Food Safety & Quality Assurance on all product quality issues for resolution and recovery.
Actively participate in departmental meetings and development opportunities.
Maintain a positive and professional working relationship with cross functional teams, understanding roles and responsibilities to connect field team members with the appropriate support function.