Customer Service Representative, Full-Time
Based in West Bridgewater, MA
Job Description
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.