Reports to: Sales Manager

Classification: Full-time, salaried

Salary Range: $43,000 - $46,000

Location: Hillsborough, NC

 

ABOUT BIG SPOON ROASTERS

Big Spoon Roasters makes handcrafted nut butters and snack bars from scratch in Hillsborough, NC. Working with only the best possible ingredients sourced directly from local and like-minded producers, we have a mission to build a healthier relationship with our planet through delicious, nutritious foods made without compromise.

 

The Big Picture (Job Summary)

This full-time, salaried position works closely with the Sales Manager and Logistics Manager to support e-commerce and wholesale customer relationships and sales activities. Big Spoon Roasters is a dynamic, growing business, and the responsibilities and duties of this position will therefore evolve on a continual basis depending on the needs and growth of the company. We are seeking a team member who understands that the details matter, is process-oriented, and is energized by the opportunity to wear multiple hats and be an integral part of the growth of the business.

 

How You’ll Contribute (Responsibilities)

Customer Service:

· Answer the main HQ door, check in visitors, and manage and answer the main phone line

· Oversee retail customer pickup orders, including ensuring our entry space is clean and welcoming, arranging picked orders on shelves, greeting customers and getting their orders, and following up with customers who do not pick up their orders in a timely manner.

· Ensure that there is alternate coverage for the office and phones during any out of office or meeting times. · Manage info@bigspoonroasters.com and orders@bigspoonroasters.com inboxes - review, prioritize, and address/transfer/escalate all inbound retail customer questions and concerns. (maintaining accurate records in CRM system)

· Manage customer service inquiries in CRM from inquiry to resolution. Primary examples include:

• Order change requests
• Discount code questions
• Shipping issues, including communication with carriers
• Product quality concerns
• Product availability
• Subscription questions and adjustments
• Payment issues
• Technical issues

· Maintain detailed records of customer inquiries, complaints, and product issues, ensuring each incident is logged accurately in the CRM system for quality control and customer satisfaction purposes

· Coordinate the claim and credit process for damaged shipments

· Monitor and respond to Google, Faire, Amazon, and other third-party reviews, e.g., Yelp

 

Order Processing:

· Coordinate wholesale order processing for third-party portals such as Faire, Mable, and grocer ordering platforms, as well as for direct and B2B orders. Escalate large distributor orders to Logistics Manager for processing and fulfillment planning.

· Support communication with B2B customers to ensure orders minimums, correct SKUS, and other customer-specific details are maintained.

· Collaborate with Sales Manager on product recommendations and inside sales opportunities.

· Support BSR Accounts Receivable by monitoring overdue invoices, following up with customers to ensure timely payment/overdue collections, and making sure accurate payment methods are on file.

· Coordinate weekly Employee Product Benefit orders.

· Manage Big Spoon media, marketing, event, and sales sample orders.

· Ensure the proper labeling and order processing for our Community Blend donation program.

 

Sales & Events:

· Lead the onboarding of new direct retail partners, guiding them through account setup, ensuring accuracy across all systems (Cin7, Prospect, and Pencil), answering questions, and providing opening order recommendations.

· Assess sales potential and fit of new retail partner leads for Sales Manager approval.

· Support retail partner outreach related to stocking, demos, promotions, and general insights.

· Analyze sales data and customer trends to identify potential markets, growth opportunities, and areas for increased sales support.

· Provide planning and execution support for on-site and local events. Examples include staffing for 3-4 Big Spoon Roaster’s Hosted events/year, preparing supplies & processing event orders for local & national events led by Sales Manager, and staffing for local off-site events.

· Log new sales opportunities generated through customer referrals and recommendations in CRM system, ensuring all relevant lead information is captured and routed for follow-up.

· Maintain, update, and create sales and customer service templates and Standard Operating Procedures (SOPs).

· Prepare for and actively participate in sales, marketing, and cross-functional meetings

· Assist the Sales Manager with additional sales and event related responsibilities as needed. The responsibilities of this position will continually evolve with the needs of the business as we grow. It’s an exciting place to work!

 

What We’re Looking For (Desired Attributes)

· Be genuinely excited about the Big Spoon Roasters brand, our values, and our mission to make food with care, craft, and purpose.

· Exceptional written and verbal communication skills and attention to detail; excellent self- proofreading

· Strong analytical, problem-solving, and decision-making skills

· Highly organized and process-oriented, with the ability to learn, navigate, and maintain multiple systems and workflows efficiently and accurately

· High level of comfort with computers and software systems; knowledge of Microsoft 365, CIN7, Prospect CRM, Pencil, and Shopify a plus

· Comfort pulling and analyzing data to identify trends and opportunities

· Ability to take direction, learn quickly, and work toward goals independently. A person who needs frequent follow up or reminders about responsibilities and pending projects will not be well-suited for this job

· High personal standards; proactive approach; clear sense of accountability and self-improvement

· An all-hands-on-deck attitude. Big Spoon Team Members should be willing to roll up their sleeves and tackle a wide range of tasks in order to help however they can!

· Excitement about growth and the challenges and opportunities growth brings!

· Bachelor’s degree or 2-3 years of applied experience

 

Perks That Set Us Apart (Full-Time Benefits)

· Medical, dental, and vision insurance

· Monthly Wellness benefit

· Community Supported Agriculture (local produce) benefit

· Matching pre-tax funds for retirement account

· 10 paid holidays per year

· 7 days of PTO to start, increasing with tenure

· 4 personal sick days per year

· One annual Paid Volunteer Day

· One free 13oz jar of Big Spoon Roasters nut butter, or six of our handcrafted nut butter bars, every week (Yep!)

· Monthly team lunches, delicious coffee, Big Spoon swag, and healthy snacks

 

CLICK HERE TO APPLY!

 

Big Spoon Roasters provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement,

promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training