Holiday Hotline Staff | TEMP | 25+ hours | Availability Required 8 am to 6 pm

Job Title:Holiday Hotline Staff
Department:Marketing
Job Region:Store Support –Portland
Reports-To: Ecommerce Manager
Exemption Status (typically):Non-Exempt
Requirements:As a retail grocer, we operate 7 days/week and 365 days/year and as such work in support of our stores may include evening and weekend hours per the needs of the business.

About us:New Seasons Market began in 2000 when three families got together to open a neighborhood market, a place where local communities can come together to connect with where their food comes from. A friendly, inviting place that honors its region’s farmers, ranchers, growers and makers—helping them prosper for generations to come. Over the years, our community has grown, but our goal is still the same: to build community through good food.

About the role:This is a temporary assignment designed to work our Holiday Hotline and provide online ordering support for customers emailing and calling. This individual is expected to provide a great customer experience for shoppers utilizing our online ordering platform and / or placing orders via phone. Will be answering phones, placing orders and responding to all customer inquiries in a timely manner.  

General Requirements:

• Understands and models our company culture. Acts as a steward of company resources, mission, vision and values. Promotes sustainable business practices.
• Embraces an agile work environment and guides others through change and continuous improvement.

• Builds community within and outside of New Seasons Market and New Leaf Community Markets. Works in stores and other offsite events and locations as needed to support our core business and community.
• Works cooperatively and positively with fellow team members, customers and vendors spiriting a respectful workplace where everyone is welcome.

• Demonstrates ability to manage own time and models a flexible work style. Shifts tasks as priorities and circumstances change based on needs and conditions of department.  Creative with problem-solving and is solutions-oriented.

• Utilizes strategic thinking, data and industry knowledge, and calculated risk-taking to create competitive advantage.
• Communication style is confident, informative, adaptive to different styles and effective.
• Gives and receives feedback in a constructive manner demonstrating company Speak Up culture.Responds to feedback in order to improve performance.
• Maintains confidentiality and exercise good judgment around sensitive information.
• Adheres to work and food safety policies set forth by the company and all local, state and federal regulatory agencies. Contributes to store and office cleanliness, maintains equipment. 
• Observes all company rules and policies. Understands and complies with specific department or location guidelines, tasks and responsibilities.
  
  

Position Responsibilities:

• Answering phones, and / or responding to emails and chats to support customer inquiries, troubleshooting and order placement. Updating, changing and cancelling customer orders as needed. / or using our chat function online to support customer inquiries and order placement or changing of orders.
• Logging customer inquiries to track customer sentiment, identify site or product issues, and proactively suggest improvements to ease the customer experience.
• Asking for and entering customer data and setting up customer accounts when needed.
• Helping customers determine best products for their needs.
• Demonstrates an excellent knowledge and understanding of our company brands and products.
• Provides customers information on products and cooking instructions when needed.
• Supports Ecommerce Department with tasks and duties related to customer support, product and merchandising quality, and competitive analysis.
• Tools and Equipment Used (not all inclusive):This position works with standard office equipment. May be required to use the following tools and equipment when working in stores or offsite; baler, hand truck, POS, industrial kitchen equipment (i.e. blast chiller, grill, knives/blades, oven, grills, scales, etc.) and basic housekeeping / janitorial items.

• This position works consistently at a light worklevel and may be asked to work on occasion at a medium or heavy work level when supporting stores or other offsite events. Frequentlyrequired to sit, walk, reach and grasp.Occasionallyrequired to be on feet with a mix of standing and walking throughout shift. Up tooccasionally, dependent on location, required to climb stairs, step stool and /or ladders.

• Performs other tasks and duties as assigned.

This job description is not meant to be an all-inclusive list of duties, responsibilities and requirements, but constitutes a general definition of the position's scope and function within our company. New Seasons Market reserves the right toamend and change duties, responsibilities, and requirements to meet changing industry or business needs as necessary.

What you Bring as a Candidate:

• Minimum of 1 years of experience preferred.
• Previous food and/or grocery specific industry experience preferred. Experience in a multi-unit, high growth retail or similar environment required.
• Knowledge of company holiday programs and/or specific online / phone / hotline style experience highly preferred.

• Entry to mid-level proficiency with MS Office. Working knowledge of online ordering platforms or other retail specific software preferred. Skills to learn new computer programs and systems.

• Excellent interpersonal skills, including tact and diplomacy, to collaborate, negotiate and communicate effectively and professionally with cross-functional partners at all levels in the company.

Physical and Environmental Work Space:Work occurs in office, a variety of off-site environments and in a grocery store environment which includes surfaces that can be wet and slippery, moderate noise level, and temperature extremes in controlled environments in the cooler and freezer, and depending on location, working outside in all temperatures. There may be exposure to certain allergens and / or chemicals. In accordance with the Americans with Disabilities Act, the ADA Amendments Act of 2008, and other applicable state or local law, we will make reasonable accommodations to qualified applicants and employees with disabilities.