Customer Support Manager

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. The position requires a blend of sales expertise, customer relationship management, and a deep understanding of the specialty coffee industry, products and 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, including 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 management team based on market insights 
  • Analyze data to identify areas for improvement and strategic opportunties
  • Monitor customer success and growth trends 

Job Requirements

• Must love coffee!!
• College degree
• Clean driving record and valid insurance
• Ability to travel
• Minimum five years experience in the coffee industry, diversity of roles a plus
• Passion and knowledge of specialty coffee

Skills

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

Must be able to lift 50-75 lbs and be able to pass a background check 

Hours Expectation:

• Primary hours: Monday-Friday 8a-5p
• Additional availability to rotate to on-call coverage for mornings/evenings/weekends dependent upon special events
• Full Time

Salary expectations  are based on level of experience and leadership skills

Full Time benefits: Medical, dental, 401k matching and paid time off