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    Franchise Support Coordinator - Omaha, United States - Scooter\'s Coffee

    Scooter\'s Coffee
    Scooter\'s Coffee Omaha, United States

    3 weeks ago

    Default job background
    Full time
    Description

    INTRODUCTION

    Established in 1998, Scooter's Coffee has distinguished itself as one of the premiere specialty coffee companies in the industry. Scooter's Coffee may be one of the fastest-growing specialty coffee brands, but simplicity is at our core: sustainably sourced ingredients we handcraft into perfection. We believe in taking time to connect and create an amazing experience in each life we touch. At Scooter's Coffee we live our core values of integrity, love, humility and courage and we are looking for talented, passionate, amazing people to join our team.

    Within the Scooter's Coffee brand sits Harvest Roasting, which includes our warehouse, bakery, and roastery. Harvest Roasting serves as the supplier to all of our coffeehouse locations, including corporate and franchise owned, providing weekly product deliveries of the vast majority of products needed for daily business. For us, the focus is on quality; therefore, we handle all the roasting, shipping, baking, and packaging within Harvest Roasting.

    At Scooter's Coffee, we are courageously committing to bringing our mission to communities across the nation. We seek to create an amazing experience in each life we touch, creating connections fueled by our passion for world-class coffee. We live and breathe by our Core Values: Integrity, Love, Humility, and Courage. These four simple, yet powerful, words guide how we show up for our coworkers and our customers. So, what's it like to work at Scooter's Coffee?

    · Leaders who inspire with their vision and stewardship of brand values

    · Dynamic growth phase means no two days are the same

    · Better together: intentional collaboration provides meaning and direction in our work

    · Innovation welcomed at all levels

    · Family culture: in out and out of work, we care for the whole you

    · Lots, and lots, and lots of coffee

    At Scooter's Coffee, we care about our employees like family, and we know there's nothing more important to you than your family. Here's how we support you:

    · Physical – full suite of insurance plans to protect your physical and mental health

    · Financial – competitive total pay, company contributions to your 401(k) and HSA, plus free 1:1 financial planning

    · Life/Work Balance – PTO, paid holidays, and paid leave for all parents. We have professional development tools for you and Employee Assistance Program access for your whole family

    · Community – Paid time to volunteer and organized giving campaigns

    · Perks – $75/month credit for in-store purchases, discounted products from our online store, drawings for free event tickets, and access to exclusive branded apparel items

    Location

    This position may be performed with flexible working arrangements, including a mix of work from home and in-office work. Scooter's Coffee is headquartered in Omaha, NE. The successful candidate lives in Omaha, NE. Relocation is not available for this role.

    Description

    The Franchisee Support Coordinator supports the Harvest Roasting team by being the first point of contact for franchisees and store questions regarding anything with their order from the Harvest Roasting supply chain business. The Franchise Support Coordinator works cross-functionally with internal teams to attain resolutions and offer on-going support to our customers to ensure that they receive the highest levels of service from their supply chain partners. The Franchise Support Coordinator is the face of the supply chain business to customers and works to ensure communication is thorough and long-term solutions are found. They also work to troubleshoot and surface themes to upper leadership for further evaluation to improve process and overall customer satisfaction.

    Essential Duties and Responsibilities

  • Manage and respond to all incoming customer concerns via Zendesk ticketing system, taking partners as needed to find quick resolution for customer questions and requests
  • Research and resolve customer issues and concerns
  • Order entry and correction
  • Track and escalate customer reported trends
  • Ability to seamlessly communicate across all levels of the organization as well as externally to customers
  • Partner cross-functionally across the business to problem solve and resolve issues that impact other areas and partners in the business
  • Manage transportation scheduling updates, delays and communicate changes to stores in a timely manner
  • Monitor/document transportation delays, changes and delivery feedback received
  • Assist with account set up and updates
  • Conduct outreach to stores for delayed order submissions, identifying proactive opportunities when possible
  • Other duties as assigned

    • Qualifications

  • 1-3 years of business experience, preferably in customer service or related field
  • Experience in ERP systems and Microsoft Suite
  • Experience working in a CRM ticketing system
  • Willingness to learn new warehouse management systems
  • Detail oriented and self-motivated
  • Strong communication skills including phone and email
  • Ability to work as part of a team or individually with minimum supervision

    • Job Level Competencies - S2

  • Intermediate role; requires supervision; work may be varied in scope; understands interdependencies of work
  • Has greater responsibility to perform the standard work within the work area
  • May provide limited guidance/direction, training, and technical assistance to entry-level support
  • Practical working knowledge of a technical or specialty area
  • Performs all standard and some technical aspects of the workgroup
  • Ability to readily learn and apply new information/task in the area of work
  • Complex, unusual problems are referred to the supervisor for guidance
  • Advice and guidance are made available for moderately complex problems from a more senior co-worker or supervisor
  • Under general supervision, exercises independent judgment in accordance with policies, procedures, and techniques, relying on limited experience to plan and accomplish work

    • Disclaimer

    The functions and skills described here are general in nature and represent the type of work performed, but they do not constitute an exhaustive list of the duties and responsibilities performed on the job.

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