Client Operations Specialist

Crafty’s mission is to help companies craft better workplaces by providing the services and technology to deliver a modern, comprehensive food & beverage program for their employees, no matter where they work. After operating with a vertically integrated supply chain (i.e., directly fulfilling orders from Crafty-operated distribution centers) in Chicago and the Bay Area, our team launched a third party fulfillment model that has rapidly scaled our coverage into over 25 markets globally, in just a year’s time.

At Crafty, we have a diverse, high-powered team, composed of folks in technology, supply chain operations, field operations, sales, account management, and more. Our workplace is dynamic, fast-paced, and just plain fun; we pride ourselves in having an amazing mix of humans who make up our team!

The Role:

New York City, NY

Crafty is seeking a Client Operations Specialist to deliver best-in-class experiences to clients in New York City. This individual will be the primary point of contact for a defined list of clients, engaging directly with them to ensure their food and beverage program is running the way they expect. Success in this role will be measured on operational quality, client happiness, client retention, client growth and client profitability.

This role is a salaried role within Crafty. This role supports multiple clients within the area and is hybrid out of our NYC office.

Required Qualifications:

• Client Obsessed
• Client Understanding: Proactively anticipates and responds to complex client needs and preferences, ensuring exceptional and personalized interactions.
• Patience and Eagerness to Learn: Actively seeks and implements feedback to drive continuous improvement in service quality, mentoring others in this approach.
• Proactive Service: Consistently goes above and beyond to create memorable client experiences by anticipating client needs and addressing them before being asked.
• Interpersonal Communication: Builds and maintains strong relationships with clients and co-workers through active listening, empathy, and constructive feedback. Establishes authority and credibility by handling client interactions with tact and respect, fostering a collaborative and supportive environment.
• Verbal Communication: Clearly and confidently articulates information and instructions, ensuring thorough mutual understanding. Delivers exceptional customer service, provides detailed explanations, and addresses inquiries or concerns promptly and effectively to exceed client expectations.
• Written Communication: Produces clear, concise, and expertly structured written communications, including comprehensive emails, and documentation.
• Operationally Sound
• Resource Management: Uses tools and data (from the Crafty platform) to manage resources that enhance operational efficiency and effectiveness.
• Workflow Coordination: Designs and optimizes workflows to achieve maximum efficiency and alignment with strategic goals.
• Proactive Challenge Resolution: Proactively identifies, analyzes, and resolves operational challenges to ensure seamless day-to-day functions. Recognizes when to escalation to management.
• Reliable
• Accountability: Demonstrates a strong work ethic, readily takes on additional responsibilities, and holds themselves accountable for results. Consistently delivers high-quality results and effectively manages priorities to meet deadlines.
• Time Management: Excels in time management by efficiently prioritizing and completing tasks on schedule, even with frequent interruptions. Models punctuality and reliability for peers by consistently being on time and prepared for shifts. Sets a standard within the team, encouraging and motivating others to follow suit.
• Consistency: Consistently exceeds service standards, delivering high-quality work that enhances overall operational effectiveness. Builds strong client relationships through consistent and exceptional service.
• Resilient
• Adaptability: Comfortable with adapting to major changes in strategy, operations, and market conditions.
• Proactivity: Foresees potential challenges and implements preemptive measures to mitigate them.
• Problem-solving: Develops and implements innovative solutions to complex problems. Demonstrates strong business acumen by surfacing hard and potentially difficult decisions, by escalating difficult situations to management as needed.
• Attitude and Perseverance: Exemplifies a positive and steadfast attitude during critical situations to maintain high performance.
• Team-oriented: Demonstrate strong collaboration skills by contributing to team efforts and fostering a collaborative environment. Effectively coordinates with cross-functional teams to achieve departmental goals and improve operational efficiency.
• Feedback: Provides constructive feedback to their leaders and peers and incorporates feedback received to enhance team performance and contribute to achieving shared objectives.
• Autonomy
• Ownership: Exhibits complete ownership over tasks and areas, mentors peers in best practices, and fosters a culture of high-quality work and attention to detail.
• Continuous Improvement: Embrace a culture of innovation. Serves as a subject matter expert and thought leader in order to align with the team on objectives with organizational goals and champions continuous improvement.
• Business Oriented
• Strategic Thinking: Translates company goals into actionable plans that drive profitability and client satisfaction for the client operations team. Proactively identifies and implements strategic initiatives to optimize performance and achieve business objectives.

Ideal Experience

• Proven experience managing and growing a book of business
• Demonstrated people management and leadership experience
• Background in Food & Beverage and/or Hospitality, with a strong understanding of what defines an exceptional food & beverage program
• Experience working in fast-growing, scaling companies; comfortable operating in a high-velocity environment, building SOPs, and adapting quickly to change

Don’t meet all of the qualifications? We want you to consider all of your skills and experiences - both professional and personal- that would make you successful in this role. Although some qualifications are essential, others can be attained with time. We believe diverse perspectives, upbringings, and knowledge contribute to our strong company culture and we encourage you to apply.

Role Goals:

Goal : Achieve 100% client retention annually (for at least 9 consecutive months) by delivering the best client experience through top-tier on-site operations, ensuring clients meet and exceed their goals, and completing the following initiatives:

• Initiative #1: Communication: Create open, transparent lines of client communication, cross-departmental communication through:
• Planning, scheduling, & leading (when applicable) all account management meetings with portfolio clients
• Ensuring all client emails are responded to within 24 hours
• Ensuring all client slack messages are responded to within 24 hours
• Are the point of contact for internal Crafty departments (tech, merchandising, recruiting, etc)
• Initiative #2: Budget maintenance: In partnership with all clients within your portfolio****ultimately own P&L for your portfolio clients; ensuring budgets stay within the set monthly spend 100% of the time and meets the goal of maintaining a 15% product swap quarter over quarter.
• Initiative #3: Team Escalations: Build strong rapport with the clients so that you maintain less than 2 escalations at any one time.
• Initiative #4: Site health: Based on client site health surveys via hubspot, ensure all client sites maintain a neutral or positive position.

What we offer:

Our people mean everything to us. When you join Crafty, you’re joining a team of passionate, smart people who work incredibly hard and have fun along the way.

We are proud to offer a compensation package that includes our Crafty healthcare plan, covering primary health, dental, and vision plans, 401k, paid time off, equipment certification courses, and parental leave. And, of course, it also includes Crafty-grade snacks, beverages, and fun events!

Lastly, this role offers a special opportunity: to have a major hand in shaping the future of a young, flourishing company. Your creativity, ambition, and work will steer the direction of our successes.

Our compensation amount for this role is $70,000 - $80,000 + 15% incentive bonus. Final offer amounts are determined by multiple factors including cost of living based on location, candidate experience and expertise, and may vary from the amounts listed above.

Crafty provides equal employment opportunities (EEO) to all employees and applicants for employment without discriminating against race, color, religion, sex, sexual orientation, national origin, age, disability or genetics.