The Customer Service Representative at Jenna Rae Cakes is responsible for providing the highest level of customer service on behalf of our business. They are the major point of contact between our customers, and ourselves. They ensure that every customer has a positive experience, one in which that exceeds their expectations. They are able to interact with customers in a way that reflects the tone and values of our brand. They are also responsible for accurately taking, updating and managing all incoming orders. These orders should be detailed, and organized in a way that leaves little room for error. Once an order has been completed, and has left our shop, the Customer Service Representative will follow up with our customers, to ensure that every detail was to their liking and expectation. 

Key Responsibilities

Emails:

- Initial point of contact for all email inquiries

- Provides customers/clients with pertinent information in a prompt, friendly, professional, and thorough manner

- Proactively identifies a customer’s needs, and helps guide them towards a solution that will meet or exceed their expectations

- Initiates follow up emails to ensure the customer was happy with the overall experience, and final product

Telephone:

- Initial point of contact for all telephone order inquiries when necessary

- Provides customers/clients with pertinent information in a prompt, friendly, professional, and thorough manner

- Proactively identifies a customer’s needs, and helps guide them towards a solution that will meet or exceed their expectations

- Leaves detailed voicemails Initiates follow up phone calls to ensure the customer was happy with the overall experience, and final product

Social Media:

- Manages Instagram DM’s Responds to messages in an upbeat and kind manner

- Provides resources/guidance to best account for follower’s needsInteracts with followers via Facebook and Instagram comments

Custom Quotes:

- Responsible for quoting on all signature and custom cakes

- Works with Head Cake Decorator to determine the specifications, feasibility, and cost of production for all custom cakes

- Works with Head Cake Decorator to create, grow, and maintain a custom cake pricing database

Managing Orders:

- Updates and manages all online orders

- Prints out daily orders for storefront locations, and cake department

- Allocates ordered product to be sent to applicable pickup locations

- Organizes all orders into days/weeks/months

- Prints out weekly orders for commercial kitchen, and cake departmentInputs orders into the weekly production schedule

- Neatly packages and prepares shipping orders weekly

- Discusses orders at weekly production meetings

- Tracks and manages order quantities, recommends cutting off orders when necessary

- Tracks online inventory and quantities

- Can recommend weekly staffing requirements and adjustments

- Following up with management regarding missed orders, while taking proactive measures to avoid future mistakes

In Store Service:

- Is able to fill in and assist in front of house duties when necessary

- Resolving customer complaintsInforming management if/when customers need further follow-up

- Provides management a weekly overview of customer feedback 

Qualifications

Experience with customer service, with excellent communication, organization, and writing skills.

To Apply

All qualified applicants are welcome to apply via email to trevor@jennaraecakes.com.

Applicants must submit 1 email only containing a cover letter and resume.

While we graciously thank all individuals for applying, only successful applicants will be selected for an interview.

Apply Now

We are looking for hard-working, dedicated people with positive energy to join our Jenna Rae Cakes Retail Team out of Academy Road, The Forks and Island Lakes. Full Time and Part Time positions are currently available.

Responsibilities

Uses communication skills to build strong relationships with customers. Ensures that every customer is served in a friendly, polite, and prompt manner. Works through customer needs and concerns (both in-person and on the phone). Ensures that the cooler is fully stocked, and presented in an aesthetically pleasing and organized manner. Ensures the storefront is always clean and presented in the highest company standard.

Availability

We are looking for individuals with availability Sunday to Saturday, from 9am until 9pm.

Qualifications

1+ years in a customer service driven job required. Experience in a restaurant or retail environment an asset. Ability to work well independently and with others

How to Apply

All qualified applicants are welcome to apply via email us at trevor@jennaraecakes.com with their cover letter and resume. While we graciously thank all individuals for applying, only successful applicants will be selected for an interview.

Apply Now