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Guest Services Associate

1 month ago

New York, United States Magnolia Bakery Full time

Magnolia Bakery opened our first location on a quiet street corner in the heart of New York City's West Village in 1996. From then to now, Magnolia Bakery has grown to become a globally famous, locally loved retail bakery and desserts brand. With locations in New York City, LA and Chicago, a nationwide e-commerce and wholesale business, international locations in the Middle East and Southeast Asia, and an emerging Grocery business in the US, Magnolia Bakery's whimsical spin on classic, American desserts is now in every neighborhood.

JOB TITLE: Customer Service Representative

REPORTS TO: Store Managers, Supervisors, Events team, Home Office team

POSITION SUMMARY:

The Customer Service Representative will field all guest inquiries for advanced orders and guide them through all of our product options. This individual will be the primary contact and serve as the lead for planning and coordinating special events including private and corporate functions, press events, charitable donations, weddings, party favor orders, parties, and other events.

Customer Service Representatives must have a great work ethic, good communication skills, a positive attitude, and the ability to work in a fast-paced environment. In this role, you are responsible for creating a spirit of hospitality.

Must have strong product knowledge to make appropriate recommendations to clients based on the type and purpose of their function. Our fast-paced environment requires someone who is sharp, poised, and exhibits excellent communication skills with the ability to uphold grace under pressure. This position requires the highest possible level of meticulousness, organized workflow, and dedication to deliver an excellent customer experience.

PRINCIPLE DUTIES:

  • Answer telephone in a friendly, professional manner and direct incoming phone calls.
  • Learn production rules and timings specific to your store.
  • Enter orders for customers, and ensure pickups and deliveries are ready/go out on time.
  • Ensure all orders are up to Magnolia Bakery standards.
  • Assist customers in selecting baked goods to suit their special occasion. This may involve directing or steering customers in a different direction than they originally reached out to us for.
  • Track order information in the database.
  • Monitor "special" orders to ensure they are executed smoothly.
  • Coordinate and communicate "special" orders with management.
  • Work closely with store-level management team to delegate responsibilities associated with "special" orders.
  • Handle logistics and transportation/delivery of orders, including event props.
  • Ensure we have the appropriate props, special supplies, and sprinkles for all orders/events.
  • Work events when necessary.
  • Completing/filling out any required paperwork or training material.
  • Assume the role of "counter staff" when needed and during downtime.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
  • Position requires standing and walking for period of 3-5 hours without a rest break.
  • Occasional moderate to heavy lifting and carrying, bending, and reaching overhead may be required.
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.
  • Talking and hearing occur continuously in the process of communicating with guests, coworkers, and management.
  • Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
Requires manual dexterity to use and operate all necessary equipment.

Required knowledge, skills and abilities:
  • Follows policies and procedures.
  • Takes directions well and hits the ground running.
  • Understands expectations of role and works within the boundaries of the role
  • Maintain food safety standards, including identifying and eliminating health code violations and safety hazards.
  • Understand, respect and maintain company policies and procedures.
  • Outgoing, friendly personality.
  • Customer service oriented attitude.
  • Works well with a diverse team and treats people with respect.
  • Responds positively to coaching and direction.
  • Highly motivated and dependable with a strong work ethic.
  • Desire to work in a fast-paced environment.
  • Punctual Arrives ready to work on time
Hourly Pay Ranges:

$17-$18 + tips

#LI-ONSITE

Magnolia Bakery is an Equal Opportunity Employer.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.
  • Talking and hearing occur continuously in the process of communicating with guests, coworkers, and management.
  • Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
  • Requires manual dexterity to use and operate all necessary equipment.
  • Domestic travel required.

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