Competitive triathletes and passionate bakers, Pam Weekes and Connie McDonald left their careers to open a small bread shop in New York City in 1995 — Levain Bakery.
One day, they baked a BIG chocolate chip walnut cookie as energy for triathlon training. At Levain, a batch of these 6-ounce cookies flew off the shelves, and an icon was born. The cozy shop on West 74th Street became a neighborhood favorite and a destination for epicurious visitors from around the world, hungry for “the cookie.”
From the start, Pam, Connie, and the team baked everything fresh on-site each day, donating the day’s leftovers to charity — and we still do, nearly 30 years later. Today, Levain has bakeries across the country (with more to come!), plus ecommerce gift boxes to treat cookie lovers in every state.
Our Vision: To give rise to lifelong memories
Our Mission: To bring together people who treat their work and the craft of baking and all who come to visit with great care.
Every day, we strive to embody our company’s five core values:
- Welcome All- We are all in it together
- Work Hard and Be Kind- We pull our weight, we do our best, and take care of each other
- Lead with Heart- We operate with empathy and integrity
- Rise Up- We take initiative to make things better
- Savor It- We are present and find the fun!
THE ROLE: ECOMMERCE ORDER PROCESSOR
Ecommerce Order Processors work behind the scenes to prepare and ship cookie boxes, party favors, and corporate gifts. People all over the country want their Levain, and this is the team that takes the lead in spreading the love! The Ecommerce Order Processor plays a vital role in ensuring our customers receive the best possible experience by responding to customer inquiries, coordinating online orders and corporate event inquiries, and leading fulfillment efforts.
What We’re Looking For
- People-forward attitude with exceptional customer service skills; Be proactive in assisting customers with a genuine passion for hospitality
- Strong communication & interpersonal skills; team-oriented with a positive attitude
- Maintain a high level of professionalism and care: be adaptable, flexible, and patient
- Must be reliable, responsible, and punctual
- Be open to feedback and committed to continuous improvement
- Ability to remain calm under pressure in a fast-paced environment when troubleshooting issues: be consistent, patient, and even keeled
- Strong attention to detail in customer interactions and product knowledge
- Embody and promote the values and standards of Levain Bakery
Job Responsibilities
Team Collaboration:
- Lead with curiosity and compassion by showing care for your co-workers and build meaningful connections that broaden your perspective
- Display a strong sense of teamwork: Work collaboratively with team members to ensure smooth customer communication
- Facilitate open, clear, and effective verbal and written communication with team members, customers, and management
Customer Service
- Provide prompt, courteous, and effective responses to orders and customers across all channels (retail, ecommerce, etc.)
- Respond to corporate and event inquiries, liaise with customers to understand their needs, place orders, schedule, and coordinate fulfillment with the production team
- Serve as the point of contact for order inquiries, respond to customer concerns about returned orders, and maintain open communication throughout
- Assist with customer requests for party favors and work with customers to customize orders
Order Fulfillment & Logistics
- Process online orders via PDQ, Shopify, Zest, Zonos, and Cardisle, creating shipping labels and gift messages, while updating orders based on customer requests
- Ensure timely shipping by communicating with the production and processing team to confirm shipping dates and daily needs
- Coordinate and track courier services for large orders and party favors
- Resolve delivery issues and file claim satisfaction as necessary
- Work closely with the Corporate Sales and Marketing teams for seamless onsite and order coordination
- Maintain the events calendar, ensuring that all approved orders are paid, processed, and prepared for fulfillment
Requirements
- Minimum 1 year in Ecommerce, Customer Experience, Shipping, or Production preferred
- Must be available to work onsite 5 days per week
- Experience using platforms like Shopify, Gorgias, and PDQ preferred
- Proficient in MS Office Suite (PowerPoint, Word, Excel)
- Ability to learn new computer systems/programs quickly
- Open availability: ability to work weekends, and holidays
- Read and communicate in English, both verbally and in writing; bi-lingual in Spanish is a plus
Compensation & Benefits
- $20-$27/hour
- Health, Vision, Dental Insurance
- Employer-funded Healthcare Reimbursement Account
- Additional supplemental benefits: Commuter Benefits, Employee Assistance Program, 14 Weeks Fully Paid Parental Leave, etc.
- Two Weeks of Paid Time Off
- 401K with 3.5% Company Match
- Opportunity for growth and career development
We are committed to fostering a diverse, inclusive, and equitable workplace where all employees feel valued and empowered to contribute their unique perspectives.
