Customer Support Specialist II

Meet Us: King Arthur Baking Company is an award-winning, audience-leading baking company with a strategic vision to be the resource for baking education and inspiration.  Through traditional and new media, in-person and virtual education, we strive to be a leader in helping novice and expert bakers alike.  We're not going anywhere - we've been part of the family since 1790. We work to build stronger communities and increase access and the connection to real foods. We take pride in our responsible sourcing and our "never bleached" guarantee. And we work closely with farmers, millers, and suppliers in a continued commitment toward sustainability. Our wheat flour is grown and milled right here in the United States. Flour this good uses only the purest ingredients, free from GMOs.  As a founding B Corporation, we are committed to using the power of business as a force for social and environmental good. We believe every employee's contributions make our company what it is: vibrant, successful, and committed to spreading the joy of baking. We are a welcoming and inclusive 100% employee-owned company.

The Position:  At King Arthur Baking Company our Customer Support Specialists provide customers with an unrivaled experience that; exceeds expectations, adds value to our products and brand, spreads the joy of baking, and differentiates King Arthur as the authority in baking. This role handles customer orders and support, technical issues, and all general inquiries by phone, email, live chat, and other digital channels.

The Benefits: Yes, we have the regular "stuff" - medical, dental, vision, company paid short- and long-term disability, life insurance, paid time off to rest, paid holidays to have fun, a 401(K) with a company match. But here's what makes us different: 40 paid volunteer hours a year, profit sharing*, participation in the Employee Stock Ownership Plan (ESOP)* and knowing that those working with you are dedicated and engaged co-employee owners that believe in you and your extraordinary abilities to move us all forward.

Reports to: Customer Experience Supervisor

Location: White River Junction, VT. Hybrid. Onsite required 3 days per quarter

Essential Duties and Responsibilities

• Provide exemplary service to a diverse customer base, in a fast-paced environment, across voice and multiple digital channels.

• Use effective problem-solving skills to provide a 1st contact resolution and a high level of satisfaction in all customer interactions.

• Create and modify customer orders and account information, using a combination of software.

• Assist customer registration for on-demand, live online, or in person Baking School classes.

• Assist customers navigating our website; troubleshoot and solve related technical issues.

• Be a brand ambassador; educating customers about our history, products, values, and our impact.

• Additional tasks and responsibilities as necessary/assigned

Education and experience

• 3+ years in customer service, retail, sales, hospitality, or other related field

Competencies

Communication Skills: Exceptional verbal and written communication skills are essential for effectively interacting with customers to understand their needs and convey information clearly and accurately.

Problem-Solving Ability: Strong problem-solving skills enable you to analyze complex situations, identify root causes of issues, and develop creative solutions to address customer concerns promptly and effectively.

Empathy and Patience: Demonstrating empathy and patience is crucial for building rapport with customers and diffusing tense situations. Understanding and addressing customer frustrations with a compassionate approach can turn negative experiences into positive outcomes.

Team Collaboration: The ability to collaborate effectively with internal teams is essential for resolving customer issues that require cross-functional coordination. Being able to communicate customer feedback and insights to relevant departments ensures a seamless customer experience and contributes to overall company success.

Physical Requirements/Work Environment/Safety

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical requirements

This role consistently uses standard office equipment such as computers and phones.

Ability to work at a computer for extended periods of time.

• Work environment

Indoors, a normal office environment with little exposure to excessive noise, dust, or temperature changes. This role operates in a professional office environment or at a home office where most work is performed at a desk using multiple monitors and headsets. Remote work environment that meets KAB standards for work.

• Safety

Understands that safety is the responsibility of everyone at the organization and is responsible for adhering to/providing work in a safe and ergonomic manner, identifying unsafe conditions and correcting conditions immediately or reporting them promptly.

Participates in safety and compliance training and safety and health programs.

Supervisory Responsibility

• N/A

Travel

• Travel to White River Jct., Vermont 3 days per quarter.

Environment

• Adhere to company-wide green norms, look for ways to reduce, reuse, recycle

• Educate oneself on King Arthur Baking environmental campaigns

• Strive to continually improve and implement new processes to reduce our environmental impact

Uniform

• Business Casual

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors.

There's room at our table for you!  Apply today.

Equal Employment Opportunity Employer

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors protected by law. King Arthur Flour provides reasonable accommodation to qualified individuals with disabilities to allow them to participate in both the application process and during employment. Such individuals are encouraged to seek accommodations to allow them to apply for a position, participate in the application process, and meet the essential functions and requirements of the position.

• Amounts vary based achievement of financial targets. Participation based on hire date and program entry date.