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!

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.

• 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 escape 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…