Customer Service Representative

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 [email protected]

• 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.

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: In person