Position: Sr. Customer Service Manager

Born and brewed in Southern California since 1963, The Coffee Bean & Tea Leaf® has become one of the world’s largest specialty coffee and tea retailers. Today we have global presence with Cafés around the world and offices in California, Singapore, and Malaysia.

As we grow our brand, we are committed to maintaining our values, heritage, and passion for our products. We have always had a creative and caring spirit. This energy embodied by our Team Members made us famous and beloved by our guests, first in Southern California and now around the world. We are a brand centered around passion. A passion for our premium products, our people, and our customers. Passion is contagious, and we’ve got a serious case of it.  If you are just as passionate as we are, come join our Brew Crew!!

The position we are brewing:

The Sr. Customer Service Manager is responsible for managing the customer service team who will be answering a heavy volume of phone calls, performing select data entry, taking customer orders, invoicing, and filing. This position will serve as the point person for our retail stores, international franchisees, and specialty sales customers addressing day to day issues around order status, product availability and logistical updates among other areas of interest. This position will fulfill any other duties management assigns and will represent The Coffee Bean & Tea Leaf® in a professional manner.

What you will Measure and Blend:

• Manage the Customer Service department’s daily workload and actions of employees, assist other stakeholders at RAD or the Home Office as requested
• Manage specific customer accounts and the needs associated with those accounts as necessary
• Responsible for the oversight of the processing, and monitoring of customer orders to align the overall business strategy of the facility including verification of pricing and availability of inventory with 4 distribution centers globally
• Open to weekly remote meetings in Asia Time Zone    
• Responsible for expediting flow of information regarding specifications, orders, and customer requirements to manufacturing and distribution and coordinate daily information
• Coordinate information on site with the distributor to assure timely shipping
• Provide creative solutions to solve issues and problems that may arise
• Verify delivery of products and timely invoicing of shipments
• Oversee email & phone inquiries from all customers relating to fulfillment
• Interface with various corporate departments regarding product info and availability
• Drive fulfilment execution by ensuring timelines are met while maintaining constant collaboration with Operations, Sourcing, Manufacturing and Logistics departments
• Work with directors of key accounts as sole Customer Service Representative for large group of accounts
• Reports, on a timely basis, all established monthly tracking results for each designated team
• Develop additional functionality using the Microsoft Dynamics system to streamline operations and improve communication flow
• Interface regularly with employees including those at remote locations, customers (distributors and end-users) and vendors
• Assist with prioritizing schedules when there is a conflict or expedited request
• Manage and develop the customer service team
• Provide SLAs on Order Fulfilment 
• Provide monthly reporting on KPIs to Executive Team 

Food Safety:

• Support the consumer complaint program by communicating product-related complaints to the Food Safety Team
• Support the hold-and-release program by communicating product disposition to the warehouse, stores, or customers
• Support the product specification program by communicating updated product specifications and relevant QA documentation to customers
• Support the product testing program by coordinating product orders from warehouse to corporate office, third party laboratory, or back to manufacturing facility for evaluation

Your Ingredients:

• Four (4) year bachelor’s degree preferred; equivalent training and experience will be considered with a minimum of five years customer service experience required.
• Experience in coffee/tea and/or retail environment a plus
• Strong leadership, interpersonal, decision-making and communication skills
• Highly detail-oriented, organized, strong analytical and critical thinking and telephone
• Strong project management skills with continuous follow up to ensure completion of tasks
• Able to work in a fast-paced environment and handle multiple tasks
• Manage up to 2 direct reports
• Proficiency in computer programs, especially Microsoft office applications
• Excellent knowledge of computer systems, preferably Microsoft Dynamics AX
• 
  
• Perks:
• Benefits: Medical, Dental, Vision, 401K, Health Savings Account (HSA), Flexible Spending Accounts (FSA), Voluntary Benefits: Accidental Insurance, Critical Illness, Hospital Indemnity Insurance, Commuter Benefits, Life Assistance Program, Pet Insurance, Accident, Life and AD&D, Long-Term & Short-Term Disability along other Valuable Extras Benefits
• Discounts on our Coffee and Tea
• Exclusive savings and discounts on: Theme parks, attractions, shows, hotels, flights, rental cars, concerts, sports, live events, movie tickets, electronics and much more
• Pay Range: $83,800 to $115,000
• Observed Holidays
• Vacation Pay
• Sick Pay

• Climbing
• Balancing
• Stooping
• Kneeling
• Crouching
• Crawling
• Reaching
• Standing
• Walking
• Pushing
• Pulling
• Lifting
• Grasping
• Feeling (Tangible)
• Talking
• Hearing
• Repetitive Motion
• Sitting
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.
• None. The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)
• The worker is subject to noise. There is sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

International Coffee & Tea, LLC dba The Coffee Bean & Tea Leaf® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, sex, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, genetics, or any other status protected by state or federal law. The Coffee Bean &Tea Leaf® expressly prohibits any form of employee harassment or discrimination on the basis of any such protected status.

The Coffee Bean & Tea Leaf® provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, sex, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. This policy was intended to comply, and The Coffee Bean & Tea Leaf® so complies with applicable state and local laws governing non-discrimination in employment in every location in which the Company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation, and training. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.                                                                         

Position: Sr. Customer Service Manager

Born and brewed in Southern California since 1963, The Coffee Bean & Tea Leaf® has become one of the world’s largest specialty coffee and tea retailers. Today we have global presence with Cafés around the world and offices in California, Singapore, and Malaysia.

As we grow our brand, we are committed to maintaining our values, heritage, and passion for our products. We have always had a creative and caring spirit. This energy embodied by our Team Members made us famous and beloved by our guests, first in Southern California and now around the world. We are a brand centered around passion. A passion for our premium products, our people, and our customers. Passion is contagious, and we’ve got a serious case of it.  If you are just as passionate as we are, come join our Brew Crew!!

The position we are brewing:

The Sr. Customer Service Manager is responsible for managing the customer service team who will be answering a heavy volume of phone calls, performing select data entry, taking customer orders, invoicing, and filing. This position will serve as the point person for our retail stores, international franchisees, and specialty sales customers addressing day to day issues around order status, product availability and logistical updates among other areas of interest. This position will fulfill any other duties management assigns and will represent The Coffee Bean & Tea Leaf® in a professional manner.

What you will Measure and Blend:

• Manage the Customer Service department’s daily workload and actions of employees, assist other stakeholders at RAD or the Home Office as requested
• Manage specific customer accounts and the needs associated with those accounts as necessary
• Responsible for the oversight of the processing, and monitoring of customer orders to align the overall business strategy of the facility including verification of pricing and availability of inventory with 4 distribution centers globally
• Open to weekly remote meetings in Asia Time Zone    
• Responsible for expediting flow of information regarding specifications, orders, and customer requirements to manufacturing and distribution and coordinate daily information
• Coordinate information on site with the distributor to assure timely shipping
• Provide creative solutions to solve issues and problems that may arise
• Verify delivery of products and timely invoicing of shipments
• Oversee email & phone inquiries from all customers relating to fulfillment
• Interface with various corporate departments regarding product info and availability
• Drive fulfilment execution by ensuring timelines are met while maintaining constant collaboration with Operations, Sourcing, Manufacturing and Logistics departments
• Work with directors of key accounts as sole Customer Service Representative for large group of accounts
• Reports, on a timely basis, all established monthly tracking results for each designated team
• Develop additional functionality using the Microsoft Dynamics system to streamline operations and improve communication flow
• Interface regularly with employees including those at remote locations, customers (distributors and end-users) and vendors
• Assist with prioritizing schedules when there is a conflict or expedited request
• Manage and develop the customer service team
• Provide SLAs on Order Fulfilment 
• Provide monthly reporting on KPIs to Executive Team 

Food Safety:

• Support the consumer complaint program by communicating product-related complaints to the Food Safety Team
• Support the hold-and-release program by communicating product disposition to the warehouse, stores, or customers
• Support the product specification program by communicating updated product specifications and relevant QA documentation to customers
• Support the product testing program by coordinating product orders from warehouse to corporate office, third party laboratory, or back to manufacturing facility for evaluation

Your Ingredients:

• Four (4) year bachelor’s degree preferred; equivalent training and experience will be considered with a minimum of five years customer service experience required.
• Experience in coffee/tea and/or retail environment a plus
• Strong leadership, interpersonal, decision-making and communication skills
• Highly detail-oriented, organized, strong analytical and critical thinking and telephone
• Strong project management skills with continuous follow up to ensure completion of tasks
• Able to work in a fast-paced environment and handle multiple tasks
• Manage up to 2 direct reports
• Proficiency in computer programs, especially Microsoft office applications
• Excellent knowledge of computer systems, preferably Microsoft Dynamics AX
• 
  
• Perks:
• Benefits: Medical, Dental, Vision, 401K, Health Savings Account (HSA), Flexible Spending Accounts (FSA), Voluntary Benefits: Accidental Insurance, Critical Illness, Hospital Indemnity Insurance, Commuter Benefits, Life Assistance Program, Pet Insurance, Accident, Life and AD&D, Long-Term & Short-Term Disability along other Valuable Extras Benefits
• Discounts on our Coffee and Tea
• Exclusive savings and discounts on: Theme parks, attractions, shows, hotels, flights, rental cars, concerts, sports, live events, movie tickets, electronics and much more
• Pay Range: $83,800 to $115,000
• Observed Holidays
• Vacation Pay
• Sick Pay

• Climbing
• Balancing
• Stooping
• Kneeling
• Crouching
• Crawling
• Reaching
• Standing
• Walking
• Pushing
• Pulling
• Lifting
• Grasping
• Feeling (Tangible)
• Talking
• Hearing
• Repetitive Motion
• Sitting
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.
• None. The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)
• The worker is subject to noise. There is sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

International Coffee & Tea, LLC dba The Coffee Bean & Tea Leaf® is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, sex, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, genetics, or any other status protected by state or federal law. The Coffee Bean &Tea Leaf® expressly prohibits any form of employee harassment or discrimination on the basis of any such protected status.

The Coffee Bean & Tea Leaf® provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, sex, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. This policy was intended to comply, and The Coffee Bean & Tea Leaf® so complies with applicable state and local laws governing non-discrimination in employment in every location in which the Company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation, and training. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.