Job Title: Customer Experience Host & Office Operations
Company: Piper and Leaf Tea Co.
Location: Lacey's Spring, AL
Summary - Reports to Farm Dept. Growth Manager
The Office Operations & Customer Experience Host is the energetic pulse of the Piper & Leaf Farm Division, bridging the gap between our internal teams, our creative projects, and our varied customer base. This dynamic role combines customer success, creative design, and operational logistics into one central position.
The ideal candidate is a flexible problem-solver who thrives in a collaborative team environment with regular meetings and inputs —someone who can switch seamlessly from printing a marketing flyer to managing a wholesale customer phone call, all while ensuring the office runs smoothly. This role ensures that every interaction—whether with a customer, a team member, or a vendor—is handled with accuracy, joy, and the signature Piper & Leaf hospitality.
Key Responsibilities
Customer Success & Inside Sales
Respond promptly and professionally to incoming customer requests via phone, email, chat, and other channels, maintaining a warm and knowledgeable tone.
Manage the end-to-end order process across all sales platforms (online, wholesale, in-store), ensuring strict accuracy in pricing, quantities, and fulfillment details.
Serve as the primary liaison between customers and internal departments (Sales, Fulfillment, Marketing) to efficiently resolve post-purchase questions, returns, exchanges, or shipping issues.
Support various farm coordination efforts, including but not limited to fundraisers, field trips, tours, glass orders, and event bookings.
Maintain accurate and detailed records of customer interactions and order history in Shopify and CRM systems.
Creative Design & Brand Support
Produce printed materials for in-house and customer-facing use, including event signage, coupons, product inserts, letters, and weekly recurring assets.
Support the custom and private label order process by preparing artwork and managing print-ready files for production.
Operate and maintain creative production equipment (printers, cutters, laminators) and manage the inventory of paper and design consumables.
Assist with the setup of visual displays or creative projects for farm events and brand activities.
Office Operations & Logistics
Manage the daily flow of farm communications; check and distribute mail, and route correspondence or packages to the appropriate departments.
Maintain the physical workspace, including inventory management of office and printing supplies, and coordinating with service providers for maintenance.
Assist with the general upkeep and organization of conference rooms and common areas to ensure a professional and welcoming atmosphere.
Provide cross-departmental administrative support to the Farm Growth Manager, including onboarding paperwork, filing, and document organization.
Financial & Data Reporting
Collect, verify, and compile biweekly payroll data (hours, tips) from all departments with high accuracy.
Prepare payroll summaries for review and submission to the payroll processor.
Prepare bank deposits for checks and non-automated payments received through mail or drop-off.
Maintain strict confidentiality and integrity regarding all employee data, HR records, and financial information.
Qualifications & Characteristics
Attention to Detail: Highly organized and precise, with a strong commitment to quality and consistency.
Problem-Solving: Demonstrates great problem-solving skills, especially in-the-moment situations.
Teamwork & Communication: Possesses strong interpersonal skills with the ability to work easily with diverse groups. Excellent verbal and written communication is required.
Versatile Communication: Excellent verbal and written skills with the ability to adapt tone between professional administrative correspondence and warm customer hospitality.
Tech & Design Proficiency:
Proficient with Microsoft Office (Outlook, Word, Excel).
Preferred Basic to intermediate design proficiency required (Canva, Adobe Illustrator, InDesign, or equivalent).
Preferred Familiarity with Shopify, POS systems, or similar ecommerce platforms.
Organizational Agility: Highly organized with the ability to multitask, prioritize, and remain calm under pressure in a busy environment.
Detail-Oriented: A stickler for accuracy in order entry, payroll data, and recordkeeping.
Team Mindset: A servant-hearted approach to problem-solving; willing to jump in and assist where needed to help the team succeed.
Coachability & Adaptability: A willingness to be coached and corrected, with a desire for self-improvement. Able to adapt to various leadership styles and assist in multiple roles to ensure team success.
Passion & Interest: A genuine passion for great beverages and a high level of interest in learning about food, business, and creating a great customer experience.
Professional Conduct: Follows and demonstrates the Piper & Leaf Code of Conduct.
Bending, stooping, walking, and standing for long periods when attending events or performing hands-on brand activities.
Ability to safely relocate up to 60 lbs., possibly requiring pushing, pulling, lifting, or carrying.
Going up/down stairs, ramps, ladders, and in/out of vehicles multiple times.
Usage of computer equipment, POS systems, and bar or brewing equipment as needed.
Frequent reaching, turning, and precision work related to computer tasks, display setup, or creative projects.
Frequent receiving and sharing of detailed information that must be remembered and accurately processed through written and verbal communication.
Occasional work around hot equipment, steam, loud noise, or chemicals during production or event activities.
Working with and around various herbs, fruits, dairy products, and tree nuts.
Occasional warehousing, storage, or event setup duties.
Driving of company vehicles when necessary.
Benefits
A competitive benefits package is available, including healthcare options.
Employee discounts on Piper and Leaf merchandise and products.
Access to corporate partnership programs.
Tea is included while working and 50% Off when not working.
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