Job description
At Guayakí Yerba Mate, we're about much more than just yerba mate: we believe yerba mate culture is an invitation to life. Our mantra, "COME TO LIFE," is an invitation to personal, social, ecological and cultural regeneration. The regeneration of the planet is at the heart of our business model. Every purchase of Guayakí drives positive global impact. We call it Market Driven Regeneration™, and it's the driving force behind everything we do.
Yerba mate. We love it, we drink it, but what, exactly, is it? Yerba mate is brewed from the nourishing leaves of the yerba mate species of holly tree (Ilex paraguariensis), which is native to the South American Atlantic rainforest. Of the six commonly used stimulants in the world: coffee, tea, kola, cocoa, and guarana, yerba mate triumphs as a balanced, naturally caffeinated option. Guayakí offers bagged loose leaf yerba mate as well as ready-to-drink yerba mate beverages in bottles and cans.
The Customer Relationship Specialist engages and cultivates relationships with the Guayaki community by managing consumer and customer inquiries. They serve as a frontline communication hub ensuring the optimal brand experience and that consumers are satisfied with Guayakí's products, services, and support. This a hybrid position and this person will be expected to be in our Sebastopol office at least 3 times a week.
Responsibilities:
The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
- Manage all incoming customer calls, emails, and online inquiries.
- Serve as communication air traffic control in routing to the appropriate team(s) as necessary.
- Ensure distribution-related inquiries are relayed to responsible team in a timely manner.
- Communicate effectively with the individual to ensure high quality and timely response.
- Maintain a sense of urgency, ownership of resolution as well as a positive and professional attitude.
- Document all contacts, actions, and responses in customer database, ensuring clear communication to appropriate department.
- Work collaboratively with other departments to manage and resolve customer issues.
- Serve as first line of defense in identifying and promptly circulating any potential crisis.
- Ensure that all product complaints are quickly logged and resolved using Quality SOP.
- Maintain a proficient working knowledge of the company's business systems, tools, and resources.
- Continuously identify and suggest efficiencies for process improvement.
- Distribute a monthly report summarizing the prior months activity to manager and department heads. Use insights as a launchpad for future recommendations/efficiencies.
- Manage and report tracking of all donations associated with a Tax ID for accounting purposes on a quarterly basis.
- Assist with DTC and special event order packing as needed.
- Act as a friendly, welcoming face in the Sebastopol, CA front office.
Qualifications:
- High School Diploma
- Minimum two years of experience in customer service
- Strong communication skills both written and verbal
- Ability to successfully manage multiple initiatives and prioritize projects
- Experience in Marketing is a plus
- Comfortable working in an open office environment
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
Computer Skills:
- Proficient on Excel and Word
- Ability to operate standard office equipment
- Familiarity with iOS, PC formats
- Experience with Shopify is a plus
- Experience with Salesforce (or similar CRM) is a plus
- Experience with Smartsheet is a plus
Hourly Pay Rate
As our team grows, we are looking for people to join us that are passionate and committed to protecting the planet. Our company culture is driven by a collaborative team that supports each other and grows together. We believe that learning from different perspectives and facing challenges is an opportunity to grow. Our people come from different cultures and backgrounds that are welcomed in open and mutually beneficial ways. We question the status quo and seek innovative solutions to evolve the business. We invite individuals who want to work as a collective and use business as a force for good to join our team.
Guayakí Yerba Mate is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, gender, genetic information, national origin, disability, uniform service, veteran status, age, or any other classification protected by federal, state, or local law.
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