Baker Support Specialist II

Baker Support Specialist II

Reports to Department Supervisor

Drawing on their baking knowledge and experience, the Customer Support Bakers Specialist are the core of King Arthur Flour's Baker's Hotline. Bakers Specialists will act as the "go to" support for our customers and all of their baking adventures (and mis-adventures). The Bakers Specialist will continue to expand their baking knowledge through involvement in our Test Kitchen and department sponsored baking classes. Within Customer Support, the Bakers Specialist will support the larger CS team in any capacity necessary, including handling customer orders, responding to customer inquiries, email, chat and related duties.

Essential job function

  • Provide exemplary customer service to all of King Arthur Flour's customers
  • Correspond and engage King Arthur Flour customers through multiple channels, including phone, mail, online chat, and email
  • Respond to and resolve customer contacts / issues in a complete and satisfactory manner
  • Support Customer Support team through any means necessary, including taking Baker's Catalogue orders, resolving order issues, and other tasks
  • Act as the "go to" resource for baking and product knowledge for customers and coworkers.
  • Assist in maintaining up to date product and baking resources within department
  • Work with other departments to update product information as necessary
  • Share baking knowledge and experience to increase the overall knowledge, understanding, and performance of Customer Support department
  • Other departments may request assistance from Bakers to cover special assignments. These must be pre-approved by the CS Manager. When working on any of these assignments, the baker will take direction from that department team leader or project point person.
  • Under the direction of the test kitchen staff team, test recipes and products, while providing actionable feedback to ensure high quality product results. This will most often require working independently.
  • Members of the bakers team are responsible for reviewing and responding to Product Reviews, Amazon questions and maintaining the Baker's Resource knowledge base
  • Participate in identifying and drafting needed response templates for use within chat and emails
  • Display commitment to KAF mission and service
  • Additional tasks and responsibilities as necessary / assigned

Minimum job requirements

  • Flexibility and positive attitude
  • Passion for King Arthur, its products and baking
  • Strong problem solving skills
  • Strong desire to expand personal knowledge, skills, and abilities
  • Ability to work as part of a team serving the needs of King Arthur's customers
  • Ability to multi task in a fast paced environment
  • Ability to effectively answer wide range of baking questions
  • Ability to give and receive feedback in a constructive, positive manner
  • Flexible schedules including evenings and weekends
  • Thorough understanding of all KAF products
  • Strong written and verbal communication skills
  • Computer skills - Microsoft Office Word and Excel, and internet browsing
  • Strong technical support skills
  • Ability to type a minimum of 30 words a minute

Education/Experience

  • College or culinary degree
  • Professional baking experience in restaurant, bakery, or comparable position
  • Proven effectiveness and ability to communicate and interact with customers or employees

Physical requirements

  • Ability to remain stationary for extended periods of time
  • Ability to stand for extended periods of time

Meet Some of King Arthur Flour's Employees

Rosie W.

Assistant Product Manager

Rosie brings the joy of baking to King Arthur Flour's customers. From cupcake papers to cookie cutters to high-end bread machinery, Rosie ensures that bakers can do what they love seamlessly.

Mike H.

Director Of Web Development

Mike ensures that the company's website can support the efforts of King Arthur's teams across the company—from email marketing to social media to everything in between.


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