Coffeehouse Operations Support Representative I

Bagel Brands•Brooklyn Center, MN

7d•$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 p rimary point of contact for operation al 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 - mind edness , and willingness to work together with field leaders to re solve 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, d etail-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 environmen t
High School diploma or GED equivalent
2 + years ’ customer service experience
Ability to be on call on a rotating weekend and holiday schedule
Working knowledge of Microsoft Office, Excel, Crunchtime , Great Plains and Korber WMS

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

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 customer s using the platform , ensuring accurate item listings and descriptions.
P roactively monitor order flow utilizing internal systems .
Address customer issues and initiate credits when appropriate .
Diagnose and resolve transaction errors , resend ing 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 , find ing practical solution s 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 availab ility, and correct unit s of measure.
Escalate inquiries to appropriate business owners, maintain logs , and follow-up on inquir ies .
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.