This full-time, salaried position works closely with the Marketing & Communications Manager, Sales Manager, and President to support our customer service, marketing, and sales activities. Big Spoon Roasters is a dynamic, growing business, and the responsibilities and duties of this position will therefore evolve on a continual basis depending on the needs and growth of the company. We are seeking a team member who understands that the details matter and is energized by the opportunity to wear multiple hats and be an integral part of the growth of the business.

Customer Service and Sales Support

• Answer the main HQ door, manage/answer the main phone line, and check in visitors
• Oversee retail customer pickup orders, including ensuring our entry space is clean and welcoming, arranging picked orders on shelves, greeting customers and getting their orders, and following up with customers who do not pick up their orders in a timely manner
• Assist with e-commerce customer service inquiries sent to orders@bigspoonroasters.com. Primary examples include:
• Order change requests
• Discount code questions
• Shipping issues, including communication with carriers
• Product quality concerns
• Product availability
• Subscription questions and adjustments
• Payment issues
• Provide planning and execution support for on-site and local events
• Maintain customer lead (B2B retailer) recommendation sheet
• Maintain detailed records of customer inquiries, complaints, and product issues, ensuring each incident is logged accurately in the system for quality control and customer satisfaction purposes
• Assist Sales Manager with sales trip planning
• Coordinate the claim and credit process for ecommerce parcels

Marketing Support

• Customer Engagement
• Manage info@bigspoonroasters.com inbox - review, prioritize, and address/transfer/escalate all inbound retail customer questions and concerns
• Social media posting and scheduling
• Social media monitoring, outreach, and engagement (comments, DMs), including responding to comments and proactive interactions
• Assist with SMS inbox management
• Monitor and respond to Google, Faire, Amazon, and other third-party reviews, e.g., Yelp
• Inbox and social media monitoring outside of normal office hours
• Content
• Draft marketing copy from source material
• Assist in ideation, creation, and execution of original social media/marketing content
• Manage communications with creative collaborators
• Proofread/Proof content across our platforms and for internal documents/signage
• Assist in creating features, recipes, and announcements for online blog
• Web Presence
• Regularly review Big Spoon and third-party sites to ensure products, photography, and videography are up to date
• Monitor pricing across all sites and flag any anomalies to drive consistency
• Publish blog posts and job postings
• Participate in meetings with outside digital marketing agency
• Collateral & Signage
• Manage physical sign-making, printing, and laminating
• Monitor collateral material inventory and submit purchasing requests for new or low materials
• Handle annual vendor documentation requests for non-GMO certification and food safety requirements
• Maintain and update the internal packaging reference board to ensure current designs and specifications are accurately displayed for team use
• Organize, clean, and archive files on our shared drive
• Maintain internal Limited Batch sheet and record entries on drive
• Prepare for and actively participate in sales, marketing, and cross-functional meetings