Customer Operations Specialist

About Square Roots

Square Roots is the technology leader in indoor farming. We create meaningful jobs in modern farming, empowering a new generation of leaders in agriculture. With production farms in Brooklyn, NY, Kenosha, WI, Grand Rapids, MI and Springfield, OH (with more to come in the near future). Square Roots is on a mission to responsibly bring our locally grown food to people in cities around the world, all year round.

The way we operate our business and operate our farms is better for local communities. Everyone on the Square Roots team—from farmers to engineers, commercial experts to operations specialists—is supported, connected, and empowered to do their best work to help Square Roots achieve its goals as a company. 

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 across departments 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, and/or text accounts 2+ times a week to take and manage orders.
• Ensure farm supply adequately meets customer demand by evaluating harvest-day performance in real-time.
• Be the point of contact for Delivery Drivers  while they are on their delivery routes.
• Act as backup support and fulfill deliveries if a member of the team is out.
• Create invoices and communicate with Finance/Accounting on receivables to ensure timely payment.
• Onboard new accounts into our accounting system.
• Coordinate with Farm Ops, Sales, and Logistics to ensure timely, reliable delivery of high-quality products, and you will proactively identify and communicate any risks to our ability to do so. 
• Work closely with the Logistics team to efficiently match delivery routes to orders. 
• Work with the GM to solve potential or existing operational issues related to the quality of our product (for example, basil is too cold upon arrival).
• Iterate quickly and strive for continuous improvement across customer service and operational execution.

You have experience with:

• 2-3 years of experience in produce, grocery, or restaurant sales experience.
• At least 1 year in basic sales fulfillment experience.
• Forecasting and catching customer trends.
• Are able to lift over 30 lbs.

You are:

• Values-aligned and passionate about real, local food
• A great communicator.
• Detail-oriented, organized and precise with your work.
• Have a valid and unexpired driver's license and can pass a motor vehicle check.
• A team player, eager to jump in and help pack products or assemble boxes.

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 Vaccine 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.