Customer Experience Specialist- B2B

At Bones Coffee Company, we’re on a mission to drive Bold & Unique excitement within the Coffee Category. As an organization, we’re embracing exciting changes and growth. Join our friendly team and be part of something meaningful!

We’re seeking an onsite Business to Business Customer Service Representative to be the key contact for new business on-boarding and compliance, along with servicing existing clients, order entry, customer inquiries, and complaints. They will ensure efficient operation of day-to-day communications within the warehouse setting. They are responsible for assisting with inventory management, coordinating with shipping and receiving, and providing comprehensive support to all internal and external customers.

Essential Duties and Responsibilities:

• Liaise with sales and operations to support the new customer onboarding process from account creation to post-delivery ensuring high customer satisfaction.

• Responsible for understanding all customer compliance requirements.

• Work with Quality and IT departments to implement all customer compliance.

• Develop and provide employee training in customer compliance policies, practices, and reporting.

• Function as the primary Operations point of contact for all assigned accounts. Ensure your manager is aware of any issues that may occur.

• Responsible for order entry, approval, and maintenance of all B2B sales orders. Elevate customer demands and delivery requirements when necessary.

• Update EDI account information, mapping product and pack outs, updating ship to addresses and resolving any EDI orders that are in error.

• Responsible for validating pricing and making corrections or additions.

• Communicate sales order inventory needs and ship dates to all key stakeholders.

• Respond promptly to customer inquiries and concerns via, phone, emails, or chat.

• Resolve customer delivery issues and complaints effectively and efficiently.

• Where required, complete the invoice process in ERP.

• Process invoice corrections and returns in systems while ensuring customer satisfaction.

• Other duties as assigned.

Competencies & Qualifications:

• Associate’s degree or equivalent experience required.

• 2 or more years’ proven work experience as a Customer Service Representative.

• Demonstrated customer-focused problem solver with strong desire for accountability.

• Experience on-boarding new customers, understanding customer compliance guidelines, and documenting standard operating procedures.

• Strong time-management with the ability to juggle multiple customers and projects at the same time, while maintaining sharp attention to detail.

• Process focused. Has the ability to identify the need for standard operating procedures and a drive to implement change.

• Ability to effectively communicate, share knowledge, and work towards a common goal, regardless of individual roles or departments.

• Knowledge of ERP, CRM, and EDI platforms. NetSuite experience a plus.

• Proficiency in Microsoft Office Suite.

EOE

Job Type: Full-time

Pay: $17.00 - $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday

Work Location: In person

Salary : $17 - $21