Internal Operations Manager
As the first dedicated IOM for Crafty, you will be the architect of our internal operating systems as they relate to our customer success. Our people mean everything to us, and building the structure to support our family as it continues to grow will have a tremendous impact in enabling our growth today and shaping company that we become.
Our IOM will be the heartbeat of our team, and we are looking for someone excited to grow in this role. We do not expect you to have all of the answers and all of the experience upfront. Rather, we’re looking for someone who is excited about building this company with us!
* * *
Customer Communication Management:
Email and phone responses to general customer inquiries
Teeing up leads to sales team
Tracking customer requests and building categorical database of customer requests and issues
Event Management:
Building Event Proposals
Communicating pre-event details and confirmations with clients
Communicating pre-event details and confirmations with bartenders
Confirming product availability and inclusion for each event quote
Gathering and tracking event feedback
Inbound Order Placement:
Manual order input
Proposal creation and iteration
Reviewing manually inputted orders
Notating and tracking special delivery instructions and requests
Payment Collections:
Managing our accounts receivables
Collecting daily payments from customers
Coordinating billing and account set up
Who we are looking for:
We are very passionate about what we do, and we’re in search of someone that shares that passion for helping build connected cultures within the office space! We are looking for a self-starter that has strong communication and organizational skills and decision making capabilities.
You will be coordinating all customer requests, working across vendors, and will be the central hub across the team for customer contact.
Experience:
Customer Service: solving customer challenges on the spot with the end goal of solving for their happiness!
Event Coordination/Management: knowledge of event management and coordinating across multiple vendors to pull together an event.
Multi-tasking: dealing with unpredictable inbound requests from customers and the team
Prioritization: executing and delegating short-term tasks that require quick turnaround while also progressing on long-term projects
Qualifiers:
High organizational capabilities
Strong written and oral communication
Strong attention to detail
Flexible schedule
Enthusiastic about entrepreneurship
Daily Activities:
Responding to customer request emails and phone calls
Placing orders through our order software
Building event proposals
Coordinating event and order details with customers, event managers, and bartenders
Authorizing and coordinating customer payments
Defining, building, and executing organizational systems to track and file all documentation with regards to events
Performing routine audits on certain vendors
Pursuing special projects (e.g., SOPs for internal functions - including ‘how-to’ guides on our systems, New Hire Manuals)
Introducing Crafty
Crafty is a full-service kitchen, kegerator, and events partner for offices.
When we launched on December 1, 2015, Crafty was an online craft beer marketplace that specialized in keg delivery services for businesses. Our slogan, “Making Happy Hours Happier,” just rolled off the tongue!
Crafty soon evolved to offer bottles and cans of craft and non-craft beer, wine and then also spirits to over 200 offices in Chicago. Three months ago, Crafty begin providing cold brew coffee on tap. It has been quite the ride, as we already have 60 offices on-board enjoying cold brew everyday! Most recently, we launched our hot coffee, snack, and non-alcoholic beverage services. We are proud to consider ourselves a full-service kitchen, bar, and events partner for offices in Chicago. While the majority of Crafty’s customers are corporate offices in the loop, other customers include festivals, universities, restaurants, and cafes!
