OFFICE ASSISTANT & CUSTOMER SERVICE SPECIALIST



Reports to: Anna Teasley, Inside Sales & Events Manager
Classification: Part-time (20-25 hours/week), salaried
Salary Range: $20-25,000/year (part-time)
Location: Hillsborough, NC
General hours: Monday - Friday, 10 am - 2 or 3 pm



ABOUT BIG SPOON ROASTERS
Big Spoon Roasters makes handcrafted nut butters and snack bars from scratch in Hillsborough, NC. Working with only the best possible ingredients sourced directly from local and like-minded producers, we have a mission to build a healthier relationship with our planet through delicious, nutritious foods made without compromise.

JOB SUMMARY
This part-time, salaried position works closely with the Inside Sales & Event Manager and COO to support our customer service, financial, and administrative operations.  Big Spoon Roasters is a dynamic, growing business, and the responsibilities and duties of this position will therefore evolve on a continual basis depending on the needs and growth of the company.   We are seeking a team member who understands that the details matter and is energized by the opportunity to wear multiple hats and be an integral part of the growth of the business.



PRIMARY RESPONSIBILITIES

CUSTOMER SERVICE AND SALES SUPPORT

  • Oversee retail customer pickup orders, including arranging picked orders on shelves, greeting customers and getting their orders, and following up with customers who do not pick up their orders in a timely manner
  • Review, prioritize, and address/transfer/escalate all inbound retail customer questions and concerns (managing info@bigspoonroasters.com inbox and assisting with e-commerce customer service inquiries sent to orders@bigspoonroasters.com). Primary examples include:
    • Order change requests
    • Discount code questions
    • Shipping issues
    • Product quality concerns
    • Product availability
    • Subscription questions and adjustments
    • Payment issues
  • Support wholesale order processing and fulfillment, primarily for third party portals such as Faire, Mable, and Central Market, and as a backup for direct and B2B orders when the Inside Sales Manager is out of the office
  • Provide planning and execution support for on-site and local events
  • Manage the claim and credit process for all outbound freight and parcels
  • Manage the proper labeling and fulfillment for our Community Blend donation program

VENDOR MANAGEMENT SUPPORT

  • Onboard new vendors
  • Handle annual vendor documentation requests for non-GMO certification and food safety requirements
  • Enter and process invoices in Xero and CIN7 (BSR's inventory system)
  • Enter purchasing credit memos
  • Vendor correspondence related to missing invoices or food safety documentation
  • Manage the claim and credit process for all inbound freight and parcels

OFFICE MANAGEMENT

  • Answer the door, the main phone line, and check in visitors
  • Ensure that the office, breakroom, team, and wellness areas are kept in good order and that supplies are replenished and updated as needed
  • Lead the Employee Party & Events Committee and support the planning and logistics related to team events and team appreciation
  • Support the creation and production of signs and marketing materials

    DESIRED ATTRIBUTES:

    • Demonstrated understanding of and passion for Big Spoon Roasters' goals, values, and standards
    • Exceptional written and verbal communication skills and attention to detail; excellent self-proofreading
    • Strong analytical, problem-solving, and decision-making skills; process orientation
    • High level of comfort with computers and software systems; knowledge of Xero, CIN7, and Shopify a plus
    • An ability to take direction, learn quickly, and work toward goals independently. A person who needs frequent follow up or reminders about responsibilities and pending projects will not be suited for this job
    • High personal standards; proactive approach; clear sense of accountability and self-improvement
    • An all-hands-on-deck attitude. Team members of BSR should be willing to roll up their sleeves and tackle a wide range of tasks in order to help however they can!
    • Excitement about growth and the challenges and opportunities growth brings
    • Bachelor's degree or 2-3 years of applied experience

    EMPLOYEE BENEFITS
    **All benefits are prorated for part-time team members based on portion of a 40-hour week. Numbers listed below are for full-time team members**

    • Medical, dental, and vision insurance
    • Gym / Fitness / Wellness reimbursement
    • Local Food CSA reimbursement (redeemed in early spring of each year)
    • Matching IRA retirement plan contribution up to 3% of salary
    • One 13oz jar of Big Spoon Roasters nut butter per week
    • 10 paid holidays per year
    • 10 days of PTO to start, increasing with tenure
    • 4 personal sick days per year


    Big Spoon Roasters provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.     This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.