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!

• 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.
• Effective Communicator
• • 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 escalate 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.
• Collaborative
• • 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.

• 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.