Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $20.00 - $25.00
Work Schedule
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
Supportive team environment
Job Description
Lyon Bakery is a distinguished bakery located in the heart of Washington, DC, known for crafting exceptional bread that serves as the foundation for some of the city's finest sandwiches, burgers, toasts, and other culinary delights. This establishment prides itself on quality, artisanal baking techniques, and a commitment to supporting the culinary community by providing bakers, chefs, and restaurants with superior bread products that enhance their dishes. With a reputation built on both product excellence and exemplary customer service, Lyon Bakery is a staple in the DC food scene, emphasizing collaboration and continuous improvement as core values.
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Job Requirements
- Proven leadership experience in customer service or order processing
- skilled in team management and coaching
- excellent communication and interpersonal skills
- experience with customer service platforms and reporting tools
- ability to handle pressure and resolve conflicts
- strong organizational and multitasking abilities
- bilingual Spanish/English preferred
- availability to work weekends and holidays
Job Qualifications
- Proven leadership experience in customer service, order processing, or a fast-paced operations environment
- ability to lead team meetings with confidence and positive energy
- empathetic communication skills and ability to remain calm and professional under pressure
- strong interpersonal skills
- systematic thinking to identify inefficiencies and implement practical solutions
- excellent problem-solving and conflict-resolution abilities
- comfortable managing shifting priorities, employee dynamics, and customer escalations
- bilingual in Spanish and English preferred
- experience with customer service platforms such as Zendesk
- proficiency in Excel and other Microsoft Office platforms
- ability to lead with structure and heart and foster a high-performing, supportive team culture
- availability to work weekends and holidays
Job Duties
- Aid in overseeing call center daily operations, including shift coverage, call-outs, and weekend support
- lead team huddles, delegate tasks, and ensure best practices, company policies, and SOPs are followed
- coach, train, and guide team members
- support performance evaluation, handle employee questions and conflicts
- maintain schedules and approve shift swaps in the scheduling system
- track team KPIs and assist with reporting and performance analysis
- monitor support and ticket system queues and team performance metrics
- assist with escalated customer issues and difficult calls
- follow up on complaints and ensure resolution processes are documented and complete
- perform quality checks and support continuous service improvement
- process purchase orders and coordinate shipping logistics
- maintain inventory of office supplies and manage workflow bottlenecks, aiding in the development and improvement of existing SOPs
- reconcile customer refunds and assist with credit adjustments
- prepare reports and analyze team data to support departmental goals
- prepare customers' orders when needed, follow applicable food safety protocols and standards
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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