East

Customer Service Representative

Job Description
  • Full-time, regular, non-exempt position, worker-owner track
  • Hours: 40 hours per week
  • Salary: TBD
  • Benefits: health/dental/vision insurance coverage, vacations, holidays, sick days, eligibility for worker ownership
  • Reports to: Customer Service Manager
  • Location: Canton, MA
  • Responsible for: Customer service tasks & goals; Support of regional office sales and operations as determined with supervisor
To Apply:

Send a cover letter, resume, list of 3 references, and completed answers to the application questions below to: eecshiring@gmail.com or mail to: Equal Exchange Inc. 15 Campanelli Circle Canton, MA 02021, C/O CS Dept.

Deadline for applications is Friday, April 6th 2018

Qualifications
  • An interest in the mission of Equal Exchange
  • Ability to communicate with customers and team members
  • Ability to effectively problem solve with customers and team members
  • Ability to manage time and responsibilities
  • Ability to fill orders effectively and accurately
  • Ability to be flexible & manage several tasks at once
  • Good computer skills
  • Exceptional attention to details
  • Previous customer service experience preferred
  • Experience in progressive or cooperative organization preferred
Responsibilities
Order fulfillment and Customer Service: (Approximately 90%)
  • Creative problem solving mind set
  • Primary phone and email contact for customers’ orders, inquiries and service questions
  • Answer phones and take orders effectively (including accurate math and product clarification)
  • Product/equipment knowledge; fluent in all aspects of equipment used in the field
  • Promotional deals with customers and ownership of those relationships
  • Understand customer needs
  • Build customer confidence in our ability to care for them
  • Process credit memos and call tags
  • Process consumer orders (web & mail order)
  • Process distributor/broker orders & support sales efforts with this sector
  • Communicate Equal Exchange’s mission
  • Accurate work
General:
  • Maintain account information electronically
  • Learn and be comfortable discussing EE product line
  • Communicate with warehouse and sales staff
  • Correspond with consumers
  • Other ongoing project management as assigned by supervisor
Personnel and Fair Trade Development 10%:
  • Participate in weekly staff, team, department and educational meetings (Exchange Time) meetings
  • Understand our producer partners, trading policies and the Fair Trade movement
  • Understand and participate in our worker cooperative model
Application Questions
  1. How do you think U.S. consumers think about and understand fair trade? What should Equal Exchange’s role be in the current fair trade market?
  2. A customer service representative’s goal is to help our Sales Department build and increase our sales through growth of existing accounts. How would you go about reaching this goal?
  3. Why should we feel confident that you can reach this goal?
  4. Define great customer service?
  5. What interests you most about this type of work?
To Apply:

Send a cover letter, resume, list of 3 references, and completed answers to the application questions to: eecshiring@gmail.com or mail to: Equal Exchange Inc. 15 Campanelli Circle Canton, MA 02021, C/O CS Dept.

Deadline for applications is Friday, April 6th 2018

Equal Exchange supports equal employment opportunity for all classes of individuals, regardless of age, race, color, national origin, citizenship status, disability, religious creed, sex, gender identity or expression, sexual orientation, marital status, economic status, veteran status. Additionally, people who are oppressed or are denied power and privilege in society are strongly encouraged to apply.