Purpose and Scope of Position

The Customer Service Associate is the first point of contact with customers and must represent the Company in a positive manner. They will help and assist with product questions, order processing, product or service issues, and marketing duties as needed.

Duties and Responsibilities

• Answer incoming phone calls, voicemails for Bakery and Mill customers
• Reply to emails received via Wheat Montana website
• Reply and review customer comments and complaints via social media

• Process fresh bakery orders
  • Follow procedures in place to confirm and notify all necessary parties

• Process Mill product orders
  • Follow procedures in place to confirm and notify all necessary parties
• Process Sample requests from Sales Team
  • Follow procedures for excellent shipping service and quality
• Process and confirm donation requests
  • Approve as directed or forward as needed, follow procedures
• Run daily download from bMobile system to QuickBooks system
• Help update promo pricing in necessary systems
• Distribute reports, schedules, correspondence for Sales Team as requested
• Order office supplies for both Corporate and Plant offices
• Troubleshoot issues with orders, shortages, shipping, delivery
• Assist in review of brochures, photos, and social media publications
• Assist in review and design of advertising and sponsorship campaigns

Basic Qualifications

Required Skills/Abilities:

• General working knowledge of Microsoft Office Suite
• Excellent communication skills; verbal and written
• Ability to resolve conflicts
• Good organizational and time management skills
• Ability to effectively navigate multiple social media platforms

Excellent attention to detail

Education and Experience:

• High School Diploma
• 2 + years of customer service experience

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Behavioral Characteristics and Expectations

• Interacts with others in a positive manner
• Under all circumstances maintains professional composure in dealing with customers and fellow employees
• Consistently represent work unit and department in a positive manner
• Assists others when needed
• Arrives at work on time and whenever scheduled (unless there is an illness or other emergency) to ensure that the rest of the staff is not put in a hardship situation
• Regularly keeps supervisor informed of progress, issues, and potential problems
• Delivers work as promised
• Shows consistent flexibility in adjusting to system, procedural, cultural, managerial, and philosophical changes in the work unit.

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Stone Ground Bakery/Wheat Montana rights to assign or reassign duties and responsibilities to this job at any time.

Stone Ground Bakery/Wheat Montana 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.