Client Operations Specialist

The posting, as Crafty wrote it

Who We Are

Crafty’s mission is to help companies craft better workplaces by providing the services and technology to deliver a modern, comprehensive food & beverage program for their employees, no matter where they work. After operating with a vertically integrated supply chain (i.e., directly fulfilling orders from Crafty-operated distribution centers) in Chicago and the Bay Area, our team launched a third party fulfillment model that has rapidly scaled our coverage into over 25 markets globally, in just a year’s time.
At Crafty, we have a diverse, high-powered team, composed of folks in technology, supply chain operations, field operations, sales, account management, and more. Our workplace is dynamic, fast-paced, and just plain fun; we pride ourselves in having an amazing mix of humans who make up our team!

The Role

New York City, NY

Crafty is seeking a Client Operations Specialist to deliver best-in-class experiences to clients in New York City. This individual will be the primary point of contact for a defined list of clients, engaging directly with them to ensure their food and beverage program is running the way they expect. Success in this role will be measured on operational quality, client happiness, client retention, client growth and client profitability.
This role is a salaried role within Crafty. This role supports multiple clients within the area and is hybrid out of our NYC office.

Required Qualifications

• Client Obsessed
• Client Understanding: Proactively anticipates and responds to complex client needs and preferences, ensuring exceptional and personalized interactions.
• Patience and Eagerness to Learn: Actively seeks and implements feedback to drive continuous improvement in service quality, mentoring others in this approach.
• Proactive Service: Consistently goes above and beyond to create memorable client experiences by anticipating client needs and addressing them before being asked.
• Effective Communicator
• Interpersonal Communication: Builds and maintains strong relationships with clients and co-workers through active listening, empathy, and constructive feedback. Establishes authority and credibility by handling client interactions with tact and respect, fostering a collaborative and supportive environment.
• Verbal Communication: Clearly and confidently articulates information and instructions, ensuring thorough mutual understanding. Delivers exceptional customer service, provides detailed explanations, and addresses inquiries or concerns promptly and effectively to exceed client expectations.
• Written Communication: Produces clear, concise, and expertly structured written communications, including comprehensive emails, and documentation.
• Operationally Sound
• Resource Management: Uses tools and data (from the Crafty platform) to manage resources that enhance operational efficiency and effectiveness.
• Workflow Coordination: Designs and optimizes workflows to achieve maximum efficiency

[…]
management meetings with portfolio clients

• Ensuring all client emails are responded to within 24 hours
• Ensuring all client slack messages are responded to within 24 hours
• Are the point of contact for internal Crafty departments (tech, merchandising, recruiting, etc)
• Initiative #2: Budget maintenance: In partnership with all clients within your portfolio****ultimately own P&L for your portfolio clients; ensuring budgets stay within the set monthly spend 100% of the time and meets the goal of maintaining a 15% product swap quarter over quarter.
• Initiative #3: Team Escalations: Build strong rapport with the clients so that you maintain less than 2 escalations at any one time.
• Initiative #4: Site health : Based on client site health surveys via hubspot, ensure all client sites maintain a neutral or positive position.

What we offer

Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart people who work incredibly hard and have fun along the way.
We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events!
Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes.
Our compensation amount for this role is $70,000 - $80,000 + 15% incentive bonus. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above.

Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.