Luke’s Local is an independently-owned grocery business that delivers local produce, groceries, and delicious food made in-house from local family farms, butchers, ranchers, as well as other local food makers. Luke’s sincerely sources great food made with integrity, and is passionate about making grocery shopping a convenient and enjoyable experience for Bay Area communities. We are an online marketplace and have a retail grocery store in the heart of Cole Valley. We are looking for an experienced, all around deli service member to drive the success of our first brick and mortar location in Cole Valley.

Customer Service & Operations Associate

As part of the Luke’s Local team, you’ll get to work with amazing local produce and vendor goods from farms and foodmakers all around the Bay Area including Happy Boy Farm, Mariquita Farm, Free Spirit Farm, Fifth Crow, Josey Baker, Sightglass, The Pasta Shop and many more. The Customer Relations team handles all communication with customers, from email and phone inquiries, to their shopping experience, to regular email marketing, community events, and more. We are looking for people who are hard working, punctual, detail oriented, and enthusiastic about local food to join the team. Experience with customer service and content generation is essential for the role. If you are passionate about our mission and want to help grow the business then you may be great for this position!

The Customer Service Associate is responsible for delivering excellent customer service to Luke’s Local customers in order to deliver them a superior customer experience. The Customer Service Associate will assist the Customer Service Manager in direct customer communication, site and app maintenance, and regular content generation. They will report directly to the Customer Service Manager, also working closely with both the Logistics & Operations Manager and the Manager of Customer Experience. This position requires close communication and collaboration with the Operations team, Technology & Development team, and the Chef team.

QUALIFICATIONS:

• Manages time wisely - juggles multiple projects with minimal supervision
• Very strong verbal and written communication skills
• Experience in a customer-facing role
• Strong computer skills and proficiency in Microsoft Word, Powerpoint, Excel
• Must have experience troubleshooting websites and/or applications, as well as experience with data driven tools
• Ability to work independently in a small office/start up environment
• Personable, team focused, positive, friendly and professional
• Highly developed sense of integrity and commitment to customer satisfaction
• Motivated to work for a company that strives to support the local community/economy and contribute to the betterment of our food supply chain

JOB DUTIES:

Customer Service

• Manage and maintain customer support systems
• Work with Customer Service team and Customer Service Manager to provide support during customer service hours, ensuring that issues are resolved both promptly and thoroughly
• Work with Customer Service Manager and Manager of Customer Experience to troubleshoot any reported issues with website or app
• Build and maintain strong, long-term relationships with our home delivery customers
• Guide home delivery customers to the products and services that best serve them
• Represent the Luke’s Local brand positively and accurately to our customers and the general public
• Assist in compiling and generating reports by collecting and analyzing customer feedback
• Attend other marketing and community events as needed to represent Luke’s Local brand

Website/App Content and Inventory Maintenance

• Assist Customer Service Manager in maintaining, updating, and creating website content as necessary (in accordance with new menus, changes, etc.)

• Keep product inventory up to date to ensure accurate inventory management

• • Report daily inventory to Customer Service Manager to ensure accuracy on website and app
• Maintain general knowledge of inner workings of website and app to best assist customers and be able to resolve issues quickly and effectively

Social Media, Email, and other Content Generation

• Work with Customer Service Manager to create and send regular email newsletters
• Assist Customer Service Manager in contributing to social media content as necessary
• Create and review all product labels to be used in Fox Den and grocery store, checking for accuracy and clarity

Operations and Office Management

• Assists Operations team in daily pack and planning of routes as necessary
• Works with Logistics and Operations Manager to minimize waste and carry out Luke’s Local’s core values of social and environmental sustainability
• Is proactive about maintaining a clean office that’s stocked with all necessary supplies