Customer Service Agent

Position Summary

The Customer Service Representative will field all guest inquiries for advanced orders and guide them through all of our product options. This individual will be the primary contact and serve as the lead for planning and coordinating special events including private and corporate functions, press events, charitable donations, weddings, party favor orders, parties and other events. Customer Service Representatives must have a great work ethic, good communication skills, a positive attitude, and the ability to work in a fast‑pace environment.

In this role you are responsible for creating a spirit of hospitality and must have strong product knowledge in order to make appropriate recommendations to clients based on the type and purpose of their function. Our fast‑paced environment requires someone who is sharp, poised, and exhibits excellent communication skills with the ability to uphold grace under pressure. This position requires the highest possible level of meticulousness, organized work flow and dedication to deliver an excellent customer experience.

Reports to:

Store Managers, Supervisors, Events team, Home Office team

• Answer telephone in a friendly, professional manner and direct incoming phone calls.
• Learn production rules and timings specific to your store.
• Enter orders for customers, and ensure pickups and deliveries are ready/go out on time.
• Ensure all orders are up to Magnolia Bakery standards.
• Assist customers in selecting baked goods to suit their special occasion. This may involve directing or steering customers in a different direction than they originally reached out to us for.
• Track order information in the database.
• Monitor “special” orders to ensure they are executed smoothly.
• Coordinate and communicate “special” orders with management.
• Work closely with store‑level management team to delegate responsibilities associated with “special” orders.
• Handle logistics and transportation/delivery of orders, including event props.
• Ensure we have the appropriate props, special supplies, and sprinkles for all orders/events.
• Work events when necessary.
• Completing/filling out any required paperwork or training material.
• Assume the role of “counter staff” when needed and during downtime.

• Position requires standing and walking for period of 3‑5 hours without a rest break.
• Occasional moderate to heavy lifting and carrying, bending and reaching overhead may be required.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, coworkers and management.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.

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