Customer Operations Specialist

About Square Roots

Square Roots is the technology leader in urban indoor farming. Its mission is to bring local, fresh, real food to people in cities around the world - setting new standards for transparency and responsibility while empowering the next generation of leaders in agriculture. 

Founded by serial entrepreneurs, Kimbal Musk and Tobias Peggs, its range of fresh produce is available in more than 200 retail locations around the country including Whole Foods Market, Fresh Thyme Market, SpartanNash, and FreshDirect. Square Roots’ strategic partnership with Gordon Food Service reinforces a larger shared ambition to build commercial scale, climate controlled indoor farms together across the continent - enabling local food at a global scale, year round. For more information, please visit www.squarerootsgrow.com.

About the Role

The Customer Operations Specialist is the critical bridge between the Sales, Farm Ops, and Logistics teams and is responsible for ensuring seamless customer service and operational execution to Square Roots customers. Regular responsibilities include calling accounts for weekly orders, ensuring farm supply meets customer demand by coordinating with farm teams and the GM, and collaborating with the Senior Logistics Associate to match delivery routes with orders. 

In conjunction with the GM, the Customer Operations Specialist will drive operational efficiency and customer service at a given campus so we can maximize order fulfillment and monetize demand as effectively as possible.

You will: 

• Call/email/text customers to put in orders
• Ensure that farm supply meets customer demand
• POC for DLAs while on route
• Back-up support and fulfill deliveries if a team member is out
• Update and create SOPs 
• Communicate with finance/accounting to ensure timely payment
• Create invoices for customers
• Collect customer feedback
• Forecast & estimates for weekly sales
• Coordinating Farm tours and samples
• Communicate and work cross-departmentally with Sales, Farm Ops, R&D and Marketing

You have experience with:

• At least 2 years of produce, grocery, or restaurant sales experience
• Fulfillment, Logistics and route planning experience 
• Experience in forecasting and customer trends
• CRM experience
• A valid driver's license
• 1-2 years managing direct reports. 
• Occasional weekend support. Communication support via Slack.

You are:

• Organized and precise
• Love communicating with customers
• Eager to jump in and help
• Passionate about real, local food
• Values-aligned
• Great communicator
• Team player
• Eager to jump in and help
• Bilingual is a plus

You'll love working at Square Roots because: 

• We're here to change the food system. You'll have the opportunity to play a significant role in our work at the intersection of technology, farming, and the global food industry - and we're only just getting started. 
• Our team is driven by a shared set of values. These keep us aligned and remind us how to show up every day in the face of growth and ambiguity. Whether you’re working remotely or on the farms,  collaboration, respect, optimism and humility are all embraced, and we seek to empower people at every step. Ask us about the rest!
• Benefits and perks, of course. We're all here first and foremost to play our part in the mission, but medical, dental, and vision coverage, flexible work life culture, and lots of samples of the delicious food we grow certainly do not hurt. 

COVID-19 Vaccination Policy:

New employees are required to be fully vaccinated prior to their start date. The definition of fully vaccinated includes a booster for those that are eligible.

You are considered fully vaccinated if: 

• You have received a full series of the vaccine recently (meaning 2 doses within 5 months for the Pfizer and Moderna vaccines, or 1 dose within 2 months for Johnson and Johnson). 
• You received your full series over 5 months ago for Pfizer and Moderna or over 2 months ago for Johnson and Johnson, and have also received a booster shot. 

Proof of vaccination is required during the hiring process, and employees will be required to get booster shots as they become eligible to maintain their fully-vaccinated status.  

As federal guidance on booster shots evolves, the definition of ‘fully vaccinated’ may change.  

In accordance with EEOC guidance, if you are not vaccinated or do not intend to be due to medical reasons or deeply held religious beliefs, you may make an accommodation request and Square Roots will make a reasonable effort to accommodate you, subject to the requirements of the role you are applying for. 

Failure to be fully vaccinated by start date without a documented accommodation will result in offer rescindment or termination.