Customer Service Representative (flexible availability)

Magnolia Operating•New York, NY

About The Position

The Customer Service Representative fields guest inquiries about advanced orders and guides customers through Magnolia Bakery’s product options. The role serves as the primary contact and lead for planning and coordinating special events, including private and corporate functions, press events, charitable donations, weddings, party favors, and parties. The representative creates a spirit of hospitality and uses strong product knowledge to recommend suitable options based on each client’s event. The position requires meticulous organization, excellent communication, poise under pressure, and the ability to work in a fast-paced environment while delivering an excellent customer experience.

Requirements

Strong communication skills.
Positive attitude and strong work ethic.
Ability to work in a fast-paced environment.
Strong product knowledge to make appropriate recommendations to clients.
Ability to remain poised and maintain grace under pressure.
Meticulousness, an organized workflow, and dedication to delivering an excellent customer experience.
Ability to stand and walk for periods of 3–5 hours without a rest break.
Ability to perform occasional moderate to heavy lifting and carrying, bending, and reaching overhead.
Ability to grasp, write, stand, sit, walk, and perform repetitive motions.
Listening, hearing, near-vision, depth-perception, and manual-dexterity abilities needed to communicate with guests and coworkers and operate necessary equipment.

Responsibilities

Answer telephone calls in a friendly, professional manner and direct incoming calls.
Learn production rules and timings specific to the store.
Enter customer orders and ensure pickups and deliveries are ready or sent out on time.
Ensure all orders meet Magnolia Bakery standards.
Assist customers in selecting baked goods for special occasions, including recommending alternatives when appropriate.
Track order information in the database.
Monitor special orders to ensure they are executed smoothly.
Coordinate and communicate special orders with management.
Work with store-level management to delegate responsibilities associated with special orders.
Handle logistics and transportation or delivery of orders, including event props.
Ensure appropriate props, special supplies, and sprinkles are available for orders and events.
Work events when necessary.
Complete required paperwork and training materials.
Assume counter staff duties when needed and during downtime.