Customer Service Representative

At Lyon Bakery, we don't just bake bread-we deliver the foundation for some of DC's most memorable meals. We're seeking a customer-focused, detail-driven, and team-oriented Customer Service Representative who's ready to roll up their sleeves and butter up clients with top-notch service. If you're energized by solving problems, supporting chefs and food professionals, and being part of a collaborative team, this role is your jam (and maybe your baguette too).

This person who will help shape our daily customer experience will...

Deliver Outstanding Customer Support

• Communicate professionally with clients via phone, voicemail, and email
• Listen attentively and provide thoughtful solutions to customer concerns
• Respond to emails with clarity, empathy, and consistency
• Resolve support tickets using our ticketing system (Zendesk)
• Log and manage quality assurance complaints and credit requests

Ensure Accurate Order Processing

• Accurately process customer orders, applying correct discounts, pricing, payment terms, and shipping details
• Coordinate delivery logistics with the transportation team and provide ETAs to clients
• Prepare customers' orders when needed, follow applicable food safety protocols and standards
• Look up and verify customer orders and invoices

Support Operational Excellence

• Generate and print end-of-day reports
• Collaborate with team members to balance workloads and meet departmental goals
• Assist with rotating weekend shifts and holiday coverage
• Maintain a punctual and flexible work schedule
• Perform additional duties as assigned by management

Why You'll Loaf Working Here

At Lyon Bakery, you'll be part of a team that values quality, collaboration, and continuous improvement. We're not just baking bread-we're building relationships and supporting the culinary community.

NOTE: This job description does not imply that the above functions are the only tasks that may be performed. Supervisors are expected to support the management team in ensuring cultural excellence amongst the staff and superior customer relations with customers.

What You Bring to the Table

• A warm, professional communication style that's always customer-ready
• Skilled in calmly navigating difficult conversations and helping customers feel heard and supported
• Strong customer service and communication skills
• Ability to empathize with customer concerns and respond professionally
• Bilingual (Spanish/English) preferred
• Call center experience and familiarity with SAP ERP and Zendesk are a plus
• Proficiency in office suites (Outlook, and Excel)
• Ability to lift up to 25 pounds
• High School Diploma or GED required
• Comfortable working in a fast-paced, team-driven environment
• Willingness to work weekends and holidays - we're always baking something good!