2. Qualifications:

• An interest in the mission of Equal Exchange.
• Experience with or interest in working for a cooperative organization is preferred.
• Ability to communicate effectively and compassionately with customers and team members.
• Ability to effectively problem solve with customers and team members.
• Ability to manage time and responsibilities and to plan.
• Ability to enter orders effectively and accurately.
• Ability to be flexible & manage several tasks at once and recover quickly from interruptions
• Comfortable learning and navigating multiple software systems
• Exceptional attention to details
• Enjoy working as part of a team.
• Previous customer service experience preferred

3. Responsibilities: 

 (approx. 90 – 100%)

• Creative problem-solving mindset
• Primary phone and email contact for customers’ orders, inquiries and service questions.
• Communicate Equal Exchange’s mission
• Answer phones, process orders, and answer customer questions knowledgeably, accurately, and kindly
• General Product & Equipment knowledge
• Work with Sales Team members to keep up to date on promotions, new products, new customers, etc.
• Work with supervisor to keep up to date on inventory and operations policies
• Understand customer needs & build customer confidence in our ability to care for them 
• Process credit memos and handle returns through our various shipping methods
• Develop fluency in our ERP software and other technology, as needed.
• Other job-related responsibilities and projects as needed.

Special Project Areas / Team Lead

• Serve as team lead and point of contact for special project(s) or area(s) of knowledge/ responsibility on behalf of the team
• Develop knowledge and expertise in special areas or projects
• Maintain “Expectations List” with supervisor, to document shared expectations of what being the lead in this area entails
• Create and maintain any needed resources
• Keep the team informed and up to date in this area as needed
• Train designated team member to cover your lead responsibilities when necessary
• Cover the work of another team lead if needed, which may include shifting work hours

Personnel & Worker Ownership/Fair Trade Development (approx. 0 – 10%)

• Participate in staff, team, department, and educational (Exchange Time) meetings.
• Understand our producer partners, trading policies, and the Fair Trade movement.
• Understand and participate effectively in our worker cooperative model.