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Customer Success Coordinator

Company

Crosby Hop Farm, LLC is a 5th generation, vertically integrated hop company based outside of Woodburn, Oregon. We market our uniquely processed hop products direct to craft brewers and distributors around the globe. Our primary crop and business is hops, which allows us to focus exclusively on producing quality hop products year in and year out – sustainability, quality, community, and innovation are core values that drive our vision and process. Our high-performance culture matches well with highly motivated, focused, and vision-oriented individuals with a passion for quality at the source, continuous improvement, and excellence.

Utilizing hops from our own Willamette Valley farms and partner farms from across the globe, Crosby Hop Farm provides craft brewers a diverse selection of high quality, sustainable hop products. Crosby Hop Farm’s sustainable farming methods, along with its meticulous processing techniques, capture the essence of each hop flower, an essential ingredient in the best beverage on Earth — beer.

Location

Woodburn, Oregon; Portland metropolitan area (offices and flexible remote locations; limited occasional travel to supply & customer sites may be required

Reporting Relationship

This role reports to Customer Success Manager.

Job Summary

You will serve on a team whose job is to help Crosby Hop Farm meet the needs of their customers. You will contribute to the success of Crosby Hop Farm by fulfilling customer orders, responding to customer product questions, general inquiries and feedback, and accurately maintaining and auditing customer contact information and contracts.

Responsibilities

  • Accurately fulfill incoming customer orders.
  • Accurately process order returns.
  • Identifies, research, and resolve customer issues.
  • Provide customers with product, service, and contracting information.
  • Obtain and enter new client information into company database.
  • Compile draft contracts for Sales Representatives’ approval.
  • Record and track contract information in Company accounting systems.
  • Prepare and send monthly contract balance reports to clients.
  • Utilization of problem solving and critical thinking skills with a customer-focused mindset
  • Ability to learn and become proficient in Business Systems such as ERP, cloud-based analytical tools, and other reporting tools such as PowerBL, as appropriate.
  • Special projects as requested to support our company mission, strategic goals and sales/marketing initiatives.
  • Assist Sales Representatives with email communication.
  • Additional duties, as requested.

Essential Functions

  • Ability to work long stretches of time at a computer or monitor.
  • Willingness to use the phone for expediting purposes and maintaining strong communication in customer relationships.
  • Willingness to represent the Crosby Hop Farm brand at relevant industry related events in the local community.
  • Willingness to travel occasionally for work.

Skills and Experience Desired

  • 2+ years in sales support, administrative and/or customer service roles.
  • Retail Experience (preferred).
  • Exceptional verbal and written communication skills.
  • Internal and external customer service skills; develops and cultivates positive working relationships with customers, team members and other business contacts
  • Pleasant and professional telephone demeanor; enjoys working with clients on the phone.
  • Ability to work independently and manage multiple projects in a dynamic environment.
  • Organized and detail-oriented with the ability to multi-task effectively; exceptional accuracy and follow through
  • Enjoys working in a team environment
  • Cheerfully and adeptly handles interruptions/competing priorities; flexible and adaptive based on company/department needs
  • Proficient with MS Office programs including Word and Excel

Please fill out the form below with resume and cover letter.

We are an Equal Opportunity Employer.

File must be under 10MB and .doc, .docx, or .pdf format.