Customer Service Coordinator

ABOUT SUNFLOWER BAKERY

Sunflower Bakery is a nonprofit social enterprise in Rockville, MD that uses food as a pathway to employment for young adults with learning differences. Through structured workforce training programs in Pastry Arts, Culinary Arts, and Hospitality, we prepare students for meaningful careers while operating a thriving kosher-certified catering business and retail locations. Everything we do is grounded in the belief that every person deserves the opportunity to grow, contribute, and succeed.

POSITION OVERVIEW

The Customer Service Coordinator is the primary point of contact for Sunflower Bakery’s customers. This person answers inquiries, processes orders, prepares invoices, and ensures that customers have a professional and welcoming experience across every interaction. The role supports the day-to-day flow of order information between customers, the kitchen, and operations, and provides administrative support to the Director of Customer Experience.

This is a structured, in-office role well suited to someone who is organized, warm, and reliable, and who takes pride in accurate, professional work.

The responsibilities listed in this job description are representative of the position. Duties and expectations may be adjusted as organizational needs evolve.

REPORTING & COLLABORATION

Reports to the Director of Customer Experience. Works closely with the Operations and Logistics Manager on daily order and delivery coordination, and with kitchen and program staff to relay accurate order information.

CORE RESPONSIBILITIES

Customer Service & Order Intake

• Serve as the primary contact for customer inquiries by phone and email, responding professionally and promptly
• Provide accurate information about Sunflower’s products, menus, catering options, and specials
• Take and process customer orders accurately, relaying information to kitchen and operations staff as directed
• Resolve customer issues by identifying the problem, coordinating a solution, and ensuring follow-up
• Collect and share customer feedback to support continuous improvement
• Maintain current knowledge of all product offerings, seasonal items, and catering options

Invoicing & Order Documentation

• Prepare invoices for custom orders from individuals and organizations
• Print and organize daily invoices and order files for the operations team
• Communicate order changes, updates, and special instructions to the Operations and Logistics Manager for execution in Salesforce
• Confirm delivery details with customers as directed by the Operations and Logistics Manager
• Collaborate daily with the Operations and Logistics Manager to ensure order and delivery information is accurate and moving efficiently

Proposals & Menu Support

• Draft simple catering proposals in Salesforce for small, standard orders, escalating custom or large scale requests to the Director of Customer Experience
• Support routine menu selection conversations with clients on small orders, referring custom menu development to culinary and pastry leadership

Administrative Support

• Maintain basic customer and order records using Google Sheets and Google Docs as directed
• Support the Director of Customer Experience in implementing seasonal promotions, outreach campaigns, and sales initiatives
• Assist with administrative projects including seasonal holiday coordination and the annual graduation event
• Support evening or weekend events and sales campaigns occasionally as needed

QUALIFICATIONS

• High school diploma or equivalent required
• Minimum 2 years of experience in customer service, sales, or a related role; experience in food service or a nonprofit setting is a plus
• Clear and professional written and verbal communication skills in English
• Strong organizational skills and attention to detail
• Ability to manage multiple tasks and deadlines in a fast-paced environment
• Basic computer proficiency required; experience with point-of-sale systems or order management tools is a plus
• Warm, professional demeanor and a team-oriented mindset
• Commitment to Sunflower Bakery’s mission of inclusive workforce development

SCHEDULE & COMPENSATION

Full-time, non-exempt hourly position. The schedule is Monday through Friday, 9:30 AM to 4 PM, with a 30 minute unpaid lunch break, approximately 30 hours per week. Occasional evening or weekend availability required for events.