Customer Service Coordinator

1 month ago

Petaluma California, United States HEINEKEN Full time

There’s Always a Seat at Our Bar  

The Lagunitas Brewing Company began on a kitchen stove in Northern California in 1993 and has always looked to the future – whether supporting local communities by turning beer into money for the cause, or fueling stories, songs, and experiences with our IPA. Wherever you go: Beer Speaks, People Mumble.  

 

What You'll Get

  • Benefits – Awesome coverage for: Medical, Dental & Vision 
  • Time off - Approx 33 days off in your first year (combo of vacay, holidays and personal days) 
  • Retirement – up to 5% contribution on 401K plan 
  • BEER – and non-alcoholic Lagunitas beverages  
  • Schwag – 50% off food and merch 
  • Gym Membership – $50 monthly reimbursement for that beer belly (or at least to prevent it) 
  • Pet Insurance – keep your fur babies covered with pet insurance options 
  • Skills to Pay the Bills – professional development, 24/7 operation 
  • It’s Friday, Ya’ll – Get Paid every other Friday, starting at: $66,650 Annually

 

Position Summary

The Customer Service Coordinator (CSC) will play a crucial role in ensuring that Lagunitas customers are provided with top-notch service. They will work to coordinate, communicate, and execute operational requests from distributors, carriers, sales, production, and warehouse staff. The CSC will be to distributors, focusing on improvement in operations and identifying opportunities to the customer as well as Lagunitas. The CSC will be responsible for representing the Lagunitas brand positively and professionally, maintaining a positive relationship with customers, and providing timely updates to those involved in the process. They will be a self-starter, managing project timelines with a sense of urgency, and ensuring that all commitments are met.

 

What You’ll Do

  • Provide exceptional customer service and go above and beyond to meet customer needs.
  • Coordinate and manage operational credit and debit requests for distributors, carriers, sales, production, and warehouse staff.
  • Maintain a positive and professional relationship with customers and team members, representing the Lagunitas brand in a positive light.
  • Collaborate with warehouse and production staff to ensure timely and accurate deliveries of products to customers.
  • Communicate status updates promptly and effectively to customers and team members regarding all customer service duties.
  • Manage project timelines with a sense of urgency, ensuring all commitments are met. Resolving or escalating incidents as they arise and following up as needed independently.
  • Maintain and organize records of all customer interactions and transactions utilizing various communication methods including meetings, phone calls, e-mail, and order management software.
  • Establish and drive continuous improvement in Customer Service, Logisitics, and Planning Team by providing feedback and developing new/existing processes.
  • Stay up to date with industry trends, customer feedback, and market changes to ensure that Lagunitas is delivering the best possible customer experience.
  • Order management – plan demand based on schedule and availability and fill orders strategically considering deadline and what is available along with priority market info, based on info from sales
  • Forecast pipeline using Starlink and partner with Distributors to recommend ordering timelines
  • Understand general requirements related to distributor contracts and actively offer suggestions to improve.
  • Research and negotiate claims and deductions, perform root cause analysis to present/share internally and externally.
  • Execute and monitor Free of Charge Beer Requests internally.
  • Execute and monitor Keg Return Deposits internally and externally.
  • Work closely with distributors, customs brokers, and transportation partners to address and resolve any service interruptions and ensure seamless assistance/service to customers.

 

What We’re Lookin’ For

  • Bachelor’s degree or equivalent experience preferred
  • 2+ years of experience in Operations/Supply Chain, customer service, preferably in the beer or beverage industry
  • Experience using SAP or ERP system preferred
  • Experience working with Salesforce Service Cloud preferred
  • Knowledge of inventory management and logistics encouraged
  • Positive attitude and excellent verbal communication skills; Confident, upbeat, and friendly demeanor
  • Diligent attention to detail and strong analytic skills and ability to make recommendations
  • Excellent time management skills and ability to manage competing priorities
  • Ability to report and communicate effectively to proactively seeks solutions
  • Capability to multi-task and be self-motivated
  • Ability to explain complex process in understandable terms, problem-solve, and make quick decisions
  • Passionate about Lagunitas and the craft beer business

 

Key Relationships

  • Reports to Customer Service Manager and works closely with Head of CSLP
  • Works collaboratively and cross-functionally with Distributors, Logistics, Transportation, Sales, Operations Team, Finance

 

Come as You Are  

At Lagunitas, we welcome people (and dogs) from all walks of life. Anyone, regardless of their race, creed, nation of origin, sexual orientation, gender identity or expression, disability status, veteran status, marital status, or age, has a home here. Love, progress, and acceptance will always have a seat at our bar.   

 

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