Seasonal Sales & Customer Experience Assistant
Sales | Brooklyn, NY | Full Time
Are you an outgoing, super-friendly, goal-driven, self-starter that loves answering questions and helping people complete fun food projects at home? Do you have a passion for and all things #DIY—especially when it comes to food, beer, and fermentation? Are you happy to help someone navigate their first batch of beer, bagels or fermented hot sauce?
We’re looking for an enthusiastic, entry-level Seasonal Sales & Customer Experience Assistant to join our DIY-loving team for our super-busy holiday season. This is a seasonal position for October - December but has the potential to turn into a full-time position for the right candidate.
Brooklyn Brew Shop’s mission is to get the world making beer one gallon at a time. We sell our line of compact, easy-to-use Beer Making Kits online and to retailers around the world. In 2016, we launched a sister brand called FarmSteady, which focuses on less boozy food fermentation kits (think cheese, hot sauce, sauerkraut, etc…) as well as a fun, innovative, and ever-expanding selection of products for urban gardening, foraging and more.
During the ongoing COVID-19 pandemic, our Brooklyn-based offices are closed, and most of our team (including this role) is working remotely. And while we all hope to be back in an office together in 2021, we will consider remote candidates from outside the NYC region for this position.
This role consists of two major functions. First, you will be responsible for directly communicating with our individual end-user customers, providing essential support to our wonderful community of makers, brewers, bakers, and fermentation fans. Second, you will play an essential role in supporting our wholesale staff during our busiest time of year.
Familiarity and comfort discussing brewing, fermentation, or other cooking DIY projects is a major plus.
Serve as the front line resource for customer support inquiries ranging from helping troubleshoot someone's first attempts using one of our kits to editing and tracking customer orders to routing incoming press and wholesale requests to the correct team member.
Answer all incoming support tickets quickly and thoughtfully via internal email support system, live chat, and phone.
Provide accurate, knowledgeable, and courteous support as well as constructive encouragement to brewers and makers around the world.
Reach out to customers to resolve any order issues or delays.
Relay any reoccurring customer issues back to relevant team member to help improve internal systems and processes.
Utilize existing support library while suggesting and writing additional content and commonly used responses.
Assist wholesale team with order and data entry as needed.
Process invoices and shipping requests for wholesale drop-shipping orders.
Keep up to date, accurate and organized files
You have at least one year of relevant work experience and/or fantastic internships under your belt
You are a strong communicator with impeccable email writing skills
You are gregarious and would love to spend your days talking about our kits
You work quickly with an eye for details
You are comfortable on the phone talking to strangers--some of whom are potentially confused, in another country, or halfway through a brew day
You are extremely self-motivated and able to juggle multiple projects and tasks efficiently
You are a terrific team player and are comfortable asking questions
You are a fast learner who isn't afraid of technology and diving into new programs
You often go the extra mile to make people smile
Brooklyn Brew Shop started out of the Brooklyn Flea in 2009 to get space-strapped New Yorkers brewing. With the idea that making beer (real beer from real ingredients) can be simple, tasty, and most important, fun, we design stylish, easy-to-use Beer Making Kits made especially for stove-top brewing and ingredient mixes for seasonally inspired beers.
In 2016, we launched FarmSteady: A new brand designed to bring the same straightforward and approachable attitude to all things food (including growing, foraging, making and fermenting).
Our products can be found at Urban Outfitters, Macy's, Nordstom, as well as at independently owned shops nation-wide and across the UK, Canada, Spain, South Africa, Austria, Denmark, Switzerland, Norway, the Netherlands, and Singapore with retailers in new countries being brought on at an ever-increasing pace.
Writing is an essential part of this role. Therefore, only applications with personalized cover letters attached will be considered.