Customer Experience Specialist Overview The Muskoka Roastery Coffee Company is located in Huntsville, Ontario. Our mission is to handcraft the best coffee, and celebrate and protect the natural splendour of Muskoka. We are embarking on a program of business growth, including geographic expansion, and need to hire an individual who will enter as a Customer Experience Specialist could transition, over time to a management position with the company. This full-time position is based in Huntsville. This individual will assume, over time, primary responsibility for the day-to-day interface with our customers in our core region (by telephone, electronically, and in person), ensuring that the experience they have meets or exceeds their expectations on every dimension. In addition, the individual will take the lead role in a new venture for MRCC which is to develop our Roastery Showroom as a primary brand-building tool for the company. This entails daily interaction with consumers who visit for tours or to buy product or merchandise. The Muskoka Roastery places a high value on finding a candidate who will fit into our operating culture and share our values and principles. Our priority is to hire a person who can stay on long term and grow to become a core member of the team. We can provide the training necessary to build the required technical skill base, but the individual must bring passion, initiative, commitment to teamwork and a dedication to excellence to be a long term solution. Responsibilities • Assume, over time, primary responsibility all Direct Customer contact from our Roastery Showroom HQ. • Build a full-time order desk that interfaces with customers either by telephone or electronically, to enhance MRCC reputation as ‘preferred supplier’. • Process orders and provide value-added advice to optimize customer sales. • Manage customer database, keeping accurate records of interactions and transactions. • Assume primary responsibility for managing all aspects of the Roastery Showroom including daily interface with consumers who visit to purchase coffee and assorted items. • Play a lead role in elevating the Roastery Showroom experience including creating a line of branded merchandise, special offers and demonstrations. • Lead and organize tours. • Play a support role to periodically travel to consumer events/shows. These events would typically happen in off-season periods and provide an opportunity to gain learning of other Direct Selling best practices and techniques. • Work seamlessly with other members of the team to ensure consumer/customer satisfaction, even when that means helping in another job function or assignment to remove a roadblock. • This role does not have any supervisory responsibilities. Qualifications • Graduate with a degree or diploma from a post secondary institution. • Strong interpersonal skills and excellent communication skills – verbal and written. • An outgoing personality, with an internally driven commitment to excellence. • Logical thinker with good common sense and an ability to solve problems independently. • Strong attention to detail and accuracy. • Strong customer service orientation. • Adaptable with an ability to handle a fast-paced work environment with multiple simultaneous tasks/projects. • Strong team player. • A self-starter who owns personal objectives and takes initiative. Other Requirements • Regular workday is Monday through Friday with attendance at consumer shows which take place over weekends. • Clean driving license. Final Thoughts The Muskoka Roastery Coffee Company is a values-driven business. Details of our values, mission and principles can be found on our website muskokaroastery. Our attitude with respect to hiring new members to the team is covered on the website. In a nutshell, we would rather deal with the consequences of being short of staff than hire someone who would not share our passion for handcrafted coffee, our love of Muskoka or our commitment to socially responsible business practices. If you believe that you might qualify for the technical and attitudinal specifications for this position, we would love to hear from you. The job posting would close on September 25th. Please send resume and cover letter to: Patricia Snell President & Co-Founder Muskoka Roastery Coffee Co. roaster@muskokaroastery
Posted on: Tue, 26 Aug 2014 13:30:18 +0000
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