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Job Title: Assistant Manager, Direct-to-Consumer Customer Support
Locations: Portland, OR
Reports to: Manager, Customer Support

Stumptown Coffee Roasters believes that each employee makes a significant contribution to our success. Creating a sustainable workplace is at the core of who we are. We’ve worked hard to create a great place to work and are proud of the results. We’re not perfect, but being open to ideas and continually improving things has always been a fundamental part of how we work. We’re the kind of workplace where each of us works hard, has fun and contributes a lot. We value each individual here and feel that everyone plays an important part in making Stumptown….Stumptown, which is our foundation for growing a successful business.

Summary

Every day we strive to deliver an extraordinary cup of coffee and experience for Stumptown consumers. The E-Commerce Customer Support team is a central hub for consumer communication and an integral part of our business. We seek a demonstrated leader with fantastic communication skills and a passion to create a best-in-class service experience.  This person will oversee Customer Service for the Stumptown e-commerce and direct-to-consumer channels.

Essential Functions

  • Hire, train, supervise and mentor team of Customer Support Associates
  • Consistently deliver an exceptional consumer experience.  Develop innovative ways to evolve experience with changing needs of business.
  • Serve as point person for all customers via phone, email, social media platforms, and live chat
  • Answer customer queries around a range of topics to include coffee, gear, brew methods, e-commerce orders and more
  • Quickly and thoroughly resolve customer concerns
  • Lead and oversee fulfillment of daily e-commerce orders.  Work closely with external shipping carriers and internal departments to shape process for business growth.
  • Identify opportunities to continually improve team processes and procedures
  • Partner with e-commerce and production teams to improve the online customer experience
  • Attend regular coffee trainings, cuppings and brew demonstrations to maintain up-to-date expertise on Stumptown offerings, products and brew techniques
  • Other duties as assigned

Supervisory responsibilities

  • Team of 2+ Customer Support Associates

Qualifications

  • Demonstrated passion and enthusiasm for coffee and desire to share it with others
  • 5 years experience working in a Customer Service or hospitality environment
  • 2 years prior management experience required
  • Outstanding verbal and written communication skills
  • Empathetic, friendly, can-do attitude
  • Poised under pressure, ability to think on your feet
  • Consistent attention to detail
  • Ability to multitask; ability to manage and prioritize daily and weekly tasks
  • Experience with MS Office, Google Apps other basic computer applications
  • Experience with NetSuite, e-commerce platforms, social media platforms, point of sale platforms is a plus

Physical Demands  

  • Ability to sit continuously at a computer
  • Able to lift up to 5 pounds frequently and up to 25 pounds occasionally
  • The physical demands 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

Work environment

  • Work is performed in Corporate HQ in Portland, OR
  • The noise level is moderate but can be loud at times

Please email cover letter and resume to jobs@stumptowncoffee.com.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.

Stumptown_LAcafe_0597Job Title: Senior Sales Manager
Locations: Los Angeles Metro Area
Reports to: VP Wholesale and Retail Operations

Stumptown Coffee Roasters believes that each employee makes a significant contribution to our success.  Creating a sustainable workplace is at the core of who we are.  We’ve worked hard to create a great place to work and are proud of the results.  We’re not perfect, but being open to ideas and continually improving things has always been a fundamental part of how we work.  We’re the kind of workplace where each of us works hard, has fun and contributes a lot.  We value each individual here and feel that everyone plays an important part in making Stumptown… Stumptown, which is our foundation for growing a successful business.

Essential Functions

This position is responsible for acting as a senior representative in Los Angeles, carrying forward all business development efforts to date and helping further establish the Los Angeles business model. As a senior member of the team, you will be accountable to existing goals within the Southern California market and be immediately responsible for expanding and developing the Stumptown core business. In addition to working closely with the rest of the Stumptown Sales team, this individual will be expected lead in pursuing key opportunities across variety of channels and settings in the LA Metro region.  The following is meant to highlight (but are not limited to) some of the key responsibilities with the position:

  • Responsible for helping execute annual sales revenue plan for Wholesale market sales in Los Angeles. Be accountable to meeting 2015 LA Sales goals established as part of the annual budgeting process. Help in the implementation of an annual market plan. Execute on Los Angeles’ portion of the plan.  Organize, manage and report on key initiatives around these goals – key opportunities, targets, geographies, etc.
  • Continue to work with the wholesale team to support California business while expanding the LA market for Stumptown, building on the 4+ years of momentum to date.
    • Assist in building multiple channels of business in the LA Core market.
    • Be a primary point of contact for maintaining relationships with existing on premise and core business accounts.
    • Proactively pursue new relationships and business across Stumptown’s primary Self-Distribution channels. Maintain a comprehensive and working target list that ties to sales objectives for the LA across core business channels. Report weekly, monthly and quarterly on traction.
  • Facilitate and execute as a senior Wholesale lead in the market – be responsible for driving project management across core business:
    • Serve as a primary point for on-boarding all new business in LA
    • Coordination and prioritization amongst Training and Service Departments  – help drive the schedule and the priorities amongst new and existing customers alike and help balance resources within the team.  Your role will help serve as the driver of activity in LA and your input to the team will be critical.
    • Serve as one of the primary voice and faces of Stumptown LA.  As we continue to expand the presence of Stumptown in the community, serve as source of inspiration to the Stumptown team around the exciting things we are doing in the city.
    • Be accountable to the profitability of the LA market.  Account for ‘wins’ / losses on a monthly basis.  Additionally, be responsible for the loaned and purchased equipment program (and therefore profitability) within your market.
    • Report weekly to the General Manager on progress to date.
  • Develop real, lasting relationships as part of Stumptown’s expanding presence in the LA business community in pursuit of new business.  We build our markets on partnering with the right people, getting people excited about Stumptown and the prospect of being their coffee partner. You will be expected to do this not only to drive business, but also to serve as one of our key representatives in the market.  We want people excited to meet, get to know and work with this person

Additional Functions

  • Will be responsible for helping build out a team and be vital to growth of organization – help train new Sales team members in the region.  Be part of further developing the Wholesale team in LA.  Sit in on interviews, reviews as necessary (i.e., Trainer) as we continue to grow and develop our people.
  • High-level understanding and demonstrated working knowledge of the coffee, restaurant, specialty food and beverage industry.
  • Mastery of what makes a product special.
  • Ability to hit the ground running, roll up their sleeves and provide industry expertise and recommendations to senior leadership.
  • Ability to leverage all Stumptown’s resources to expand Stumptown’s presence in LA, including collaboration with other senior Sales team members and their initiatives, as well as utilizing our broader resources (executive team, HQ expertise) to obtain new business.

Qualifications

  • Strategic business development and sales experience essential.
  • Management experience in wholesale and retail programs required.
  • Experience in a multi-discipline operation strongly recommended.
  • Product knowledge mastery and demonstrated passion and enthusiasm for coffee.
  • Ability to work cross-functionally as part of a large or small project team.
  • Working knowledge of financial and enterprise systems and programs (i.e.: NetSuite).
  • Financial fundamentals, including basic books and record keeping, knowledge of profit/loss and a high degree of proficiency in Excel.
  • Flexible and adaptable to change
  • Should have solid understand of specialty grocery channel.
  • 3-5 years of sales and or restaurant experience preferred
  • Position reports into VP of Wholesale and Retail Operations until identify General Manger of the Southwest Region.

Physical Demands

  • Ability to sit continuously at a computer
  • Carry weight, lift – lift up to 5 pounds frequently and up to 50 pounds occasionally
  • Taste/Smell – ability to detect and perceive smell of coffee
  • Standing – ability to stand for long periods

Work environment

  • Work is performed mainly in the Los Angeles Metro market, including the Los Angeles office.
  • Open to working flexibly, out of a car, on the road, etc.

Please email cover letter and resume to jobs@stumptowncoffee.com.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.

 

tasting1_blogJob Title: Account Manager/Coffee Educator
Locations: Seattle, WA
Reports to: Director of Operations, Seattle

Stumptown Coffee Roasters believes that each employee makes a significant contribution to our success.  Creating a sustainable workplace is at the core of who we are. We’ve worked hard to create a great place to work and are proud of the results. We’re not perfect, but being open to ideas and continually improving things has always been a fundamental part of how we work. We’re the kind of workplace where each of us works hard, has fun and contributes a lot. We value each individual here and feel that everyone plays an important part in making Stumptown… Stumptown, which is our foundation for growing a successful business.

Summary

Coffee professional to work in wholesale account management and coffee education. Will provide unparalleled coffee education and hospitality through ongoing hands-on training and expert guidance.  Work closely with wholesale customers through direct training and education.

Essential Functions

  • Establish and strengthen relationships with wholesale customers
  • Deliver unparalleled coffee education and hospitality to wholesale customers through direct training and training program implementation
  • Follow, maintain and promulgate Stumptown Coffee Roasters coffee preparation standards
  • Conduct classes, lectures, and general educational events in a wide variety of settings
  • Assist with sales related meetings, community events and coffee tastings as needed
  • Develop solutions that improve coffee service quality in multiple settings
  • Expedite scheduling & communication between wholesale and retail department heads and trainers
  • Develop workshops, build new curriculum and create standard training documents
  • Coordinate training schedule for Seattle trainers and delegate according to training needs

Job Duties

  • Maintain an efficient, effective, and prioritized work schedule through regular communication with the Stumptown wholesale team
  • Maintain the cleanliness and functionality of the Seattle training lab and office
  • Provide consistent and timely turnaround for training requests and customer needs
  • Cup and taste coffee regularly to maintain familiarity with product and quality standards
  • Stay informed of industry trends and new products related to coffee and espresso preparation
  • Assist with sales related and community events as needed
  • Other duties as assigned

Supervisory responsibilities

  • None

Qualifications

  • At least 3-5 years of coffee industry experience
  • Demonstrated passion and enthusiasm for coffee
  • Positive attitude and an ability to work independently while still part of a team
  • Thorough knowledge of coffee origins, processing methods, and buying practices
  • Excellent barista skills, including both coffee preparation and customer service
  • Confident public speaker
  • Professional and effective communicator
  • Excellent time management skills
  • Flexibility in scheduling; holiday and weekends are sometimes required
  • Willingness to travel and maximize the value of trips
  • Highly motivated
  • Confidence and fluency with computer and mobile devices

Physical Demands

  • Carry weight, lift – frequently moves materials weighing up to 50 pounds
  • Taste/Smell – ability to detect and perceive smell of coffee
  • Standing – ability to stand for long periods
  • The physical demands 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

Work Environment

  • Work is performed in various locations
  • The work environment can be noisy
  • Temperatures can be variable in the work area

Please email cover letter and resume to jobs@stumptowncoffee.com.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.

HQ4_webJob Title: Delivery Driver/Production
Locations: Los Angeles, CA
Reports to: Roastery Floor Manager

Stumptown Coffee Roasters believes that each employee makes a significant contribution to our success. Creating a sustainable workplace is at the core of who we are. We’ve worked hard to create a great place
to work and are proud of the results.  We’re not perfect, but being open to ideas and continually improving things has always been a fundamental part of how we work. We’re the kind of workplace where each of us works hard, has fun and contributes a lot. We value each individual here and feel that everyone plays an important part in making Stumptown what it is, which is our foundation for growing a successful business.

Summary

Support our commitment to exceptional customer service by working closely with the wholesale team, the roasters and the office team. Pack and deliver roasted coffee, fulfill orders, and assist with general coffee production. Deal with a variety of personalities and departments to ensure that quality standards are being maintained.

Essential Functions

  • Pack roasted coffee
  • Deliver coffee to wholesale customers and cafes
  • Fulfill and manage customer orders
  • Assist with general coffee productions and workflow
  • Interact with wholesale customers
  • The ability to lift 60 pounds
  • Other duties as assigned

Supervisory responsibilities

  • None

Qualifications

  • Demonstrated passion and enthusiasm for coffee
  • Extreme customer service and professionalism
  • Attention to detail
  • Proven team player
  • Willingness to learn from mistakes to grow and enhance skills
  • Driver’s license and clean driving record
  • Ability to manage and prioritize daily and weekly tasks
  • Hospitality and customer service focus

Physical Demands

  • Carry weight, lift – frequently moves materials weighing up to 60 pounds
  • Stooping. Bending body downward and forward by bending spine at the waist

Work Environment

  • Work is performed in the LA Roastery
  • The work environment can be noisy
  • Temperatures can be variable in the work area

Please email cover letter and resume to jobs@stumptowncoffee.com.

 

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.

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Job Title: Assistant Manager, Wholesale Customer Support 
Locations: Brooklyn, New York
Reports to: Wholesale Customer Support Manager

Stumptown Coffee Roasters believes that each employee makes a significant contribution to our success.  Creating a sustainable workplace is at the core of who we are.  We’ve worked hard to create a great place to work and are proud of the results.  We’re not perfect, but being open to ideas and continually improving things has always been a fundamental part of how we work.  We’re the kind of workplace where each of us works hard, has fun and contributes a lot.  We value each individual here and feel that everyone plays an important part in making Stumptown… Stumptown, which is our foundation for growing a successful business.

Summary

Stumptown is looking for a dynamic individual to join our East Coast Wholesale crew in the role of Assistant Manager of the Wholesale Customer Support team. Deliver of the highest level of customer service and support to our customers by overseeing the daily wholesale interface within Stumptown’s East Coast market. Ensure wholesale orders are fulfilled and customer needs are met in a timely manner. Manage the team of Wholesale Customer Support representatives.

Essential Functions

  • Oversee the wholesale interface between our customers and the East Coast Wholesale team
  • Manage the team of Wholesale Customer Support representatives
  • Ensure team communicates as the voice of Stumptown to all wholesales customers
  • Manage daily incoming wholesale orders via the group phone and email systems
  • Work closely with Account Managers, Roasters, Production, and Accounts Receivable to ensure order and customer experience needs are met
  • Generate and oversee sales orders in NetSuite, and navigate system to process orders through fulfillment
  • Assist Account Managers, Sales, and Trainers in addressing and prioritizing wholesale accounts needs and issues
  • Identify and coordinate Wholesale Customer Support team training needs
  • Update and maintain wholesale account data and documentation
  • Assist in creating and maintaining reports that inform cross-functional team projects
  • Other duties as assigned

Supervisory Responsibilities

  • Support Wholesale Customer Support Manager by assisting with supervision of a team of three.

Qualifications

  • Previous management experience preferred
  • Ability to deliver exceptional customer service
  • Product knowledge and demonstrated passion and enthusiasm for coffee
  • Strong organization skills and attention to detail
  • Experience working cross-functionally as part of a large or small project team
  • Experience managing multi-line telephone system, and group email system
  • Familiarity with order processing programs (ex: NetSuite), MS Office, Google apps, and other basic computer tools
  • Ability to manage and prioritize daily and weekly tasks
  • Weekend availability
  • Flexible and adaptable to change

Physical Demands

  • Ability to sit continuously at a computer
  • Able to lift up to 5 pounds frequently and up to 25 pounds occasionally

Work Environment

  • Work is performed mainly at the Brooklyn office

Please email cover letter and resume to jobs@stumptowncoffee.com.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.

 

RedHook_Roastery_x10_9_25_12_0083Job Title: Customer Service & Billing Associate
Locations: Brooklyn, NY
Reports to: Wholesale Service Manager

Stumptown Coffee Roasters believes that each employee makes a significant contribution to our success.  Creating a sustainable workplace is at the core of who we are.  We’ve worked hard to create a great place to work and are proud of the results.  We’re not perfect, but being open to ideas and continually improving things has always been a fundamental part of how we work.  We’re the kind of workplace where each of us works hard, has fun and contributes a lot.  We value each individual here and feel that everyone plays an important part in making Stumptown….Stumptown, which is our foundation for growing a successful business.

Summary

Customer Service & Billing Associate for our NYC/East Coast Wholesale Team. This position involves daily interactions with our wholesale partners to support ordering and billing needs, fielding initial sales calls and general inquiries from the public, and connecting our partners to the latest and greatest happenings in the coffee industry. The ideal candidate will collaborate and lend support across departments in New York, Portland, Los Angeles, and Seattle, adding value as we grow.

Essential Functions

  • Generate sales order for wholesale customers
  • Navigate cloud-based ERP system to process orders through fulfillment
  • Co-manage inventory system with Production, Roasting, and Cold Brew
  • Collaborate with Account Management, Sales, Training, and Service departments to address the needs of our wholesale customers
  • Work closely with Accounts Receivable, maintaining accounting policies and procedures in NY office
  • Field calls and emails from wholesale customers and the public, while exhibiting a high level of customer service
  • Effectively articulate and communicate a wide array of coffee information to customers
  • Assist Account Managers, Sales, Retail, and Training departments in improving customer relationships through training, cuppings, and other ongoing educational programs
  • Demonstrate a passion and enthusiasm for coffee and a desire to further educate yourself on the industry as a whole and Stumptown’s role within it
  • Maintain up-to-date customer and contact information databases
  • Share the Stumptown story with customers and the public
  • Take on other duties and projects as assigned

Supervisory responsibilities

  • None

Qualifications

  • Experience in customer service and billing
  • Familiarity with Netsuite or similar ERP systems desirable
  • Ability to deliver exceptional customer service
  • Strong organization skills and attention to detail
  • Work cross-functionally as part of a large or small project team
  • Ability to manage and prioritize daily and weekly tasks
  • Proficiency in Google Drive and MS Office, with specific experience in Google Spreadsheets and MS Excel
  • Flexible and adaptable to change

Physical Demands

  • Ability to sit continuously at a computer
  • Ability to lift up to 5 pounds frequently and up to 50 pounds occasionally

Work Environment

  • Work is performed mainly at the Brooklyn, NY office

Please email cover letter and resume to jobs@stumptowncoffee.com.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.