Mission and Job Summary

At Vienna Coffee Company (VCC) our mission is to provide craft coffee that enriches the lives of customers and producers alike by providing an experience grounded in excellence and hospitality. We are a small-batch artisan coffee roaster providing specialty-grade coffees to coffee enthusiasts across Tennessee and beyond. In addition to specialty grade coffees and coffee shop products, we also offer coffee equipment and maintenance support to our customers throughout East Tennessee.

We are currently seeking a Customer Support Manager to join our team. The Customer Support Manager will be responsible for building and maintaining strong relationships with wholesale customers, overseeing their coffee purchasing experience, and developing a cross-supportive internal team. The overall growth and success of Vienna Coffee Co. is the end goal of these responsibilities. This position requires a blend of sales expertise, customer relationship management, and a deep understanding of coffee products.(This person should have extensive knowledge of the specialty coffee industry/markets)

Job Responsibilities

Account Management:

• Develop and maintain relationships with wholesale clients, including coffee shops, restaurants, and specialty retailers.
• Serve as the main point of contact for assigned accounts, understanding their unique needs and preferences.
• Collaborate with the Director of Sales to effectively onboard new accounts and set them up for success.
• Plan, schedule, and execute regular activities to support wholesale accounts.

Team Leadership:

• Lead and manage a team of wholesale customer support staff, including hiring, training, coaching, and performance management.
• Set clear goals and objectives for the team and individual team members.
• Motivate and inspire the team to achieve targets and excel in their roles.

Product Knowledge:

• Develop and possess in-depth knowledge of VCC’s products. Which includes the flavor profiles, origins, and brewing methods of VCC’s coffee line.
• Educate clients on the different coffee offerings and provide recommendations based on their preferences.
• Support and/or conduct training sessions for clients on coffee-related topics, including brewing techniques, equipment usage, and product updates.
• Provide resources and information to help clients enhance their coffee programs.

Order Management Support:

• Coordinate with Customer Service Support team to safeguard accuracy and efficiency of the order process.
• Address and resolve customer issues promptly and effectively.
• Collaborate with internal teams to ensure customer satisfaction, problem prevention, and problem resolution.
• Assist in deliveries to customer accounts.

Reporting and Analysis:

• Stay informed about industry trends, market demands, and competitor activities.
• Provide feedback to the manageAment team based on market insights.
• Analyze data to identify areas for improvement and strategic opportunities.
• Monitor customer success and growth trends.

Job Requirements

• Must love Coffee!
• College degree
• Maintaining a clean driving record, with proof of valid driver’s license and insurance
• Ability to Travel
• 5+ year of experience in the coffee industry, diversity of roles a plus.
• Passion for and knowledge of specialty coffee.

Skills:

• Excellent communication and negotiation skills.
• Strong organizational and time management abilities.
• Ability to work independently and collaboratively as part of a team.
• Proficiency in Microsoft Office and CRM software.

You must also have the ability to:

• Lift 50 -75 pounds
• Undergo and pass a background check.
• Bring a collaborative and cooperative team mindset to work each day

Schedule/hour expectations

• Primary hours: Monday through Friday, 8:00am – 5:00pm (standard shift)
• Additional availability to rotate on-call coverage for mornings, evenings, and weekends. Wholesale focused events/ tastings/ education likely.
• Full time

Benefits:

• Free shift drinks, dental insurance, health insurance, 401k matching, and paid time off accrual

Job Type: Full-time

Pay: From $45,500.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• Day shift
• Monday to Friday
• Weekends as needed

Experience:

• Coffee Industry: 5 years (Required)

Ability to Commute:

• Maryville, TN 37804 (Required)

Work Location: In person