Customer Sales Concierge

Summary:
Your job is to capture that demand, maximize order value with tasteful recommendations, and work seamlessly with our production and logistics teams to ensure every order arrives flawlessly.
Sales: Convert inbound inquiries into paid orders. Grow average order value through tasteful upsell. Re-engage lapsing customers.
Customer Experience: Speak and write in the Indulge voice — warm, refined, dependable. Build relationships that produce repeat orders and referrals.
Fulfillment: Coordinate every order from confirmation to delivery — accurate, on-time, no complaints. Own handoff to commissary, packers, and couriers.

Key Responsibilities

1. Sales & Growth

• Convert Inbound Demand: Timely respond to incoming inquiries (phone, email, web chat) and convert them into paid orders for custom cakes, catering, and everyday pastry lines.
• Maximize Order Value: Guide clients through seasonal menus and bespoke options, offering thoughtful, elevated upsells (e.g., beverage pairings, dessert table styling, size upgrades).
• Customer Retention: Proactively re-engage past clients and lapsing accounts for upcoming holidays, anniversaries, and corporate events.

2. Customer Experience

• Brand Voice: Communicate consistently in a warm, refined, and dependable tone across all touchpoints.
• Relationship Building: Build genuine rapport with recurring private and corporate clients to generate long-term loyalty and word-of-mouth referrals.
• Issue Resolution: Handle special requests, dietary consultations, or feedback with empathy and quick, solutions-oriented grace.

3. Order Management & Fulfillment

• End-to-End Coordination: Oversee each order’s journey from confirmation to delivery, ensuring zero errors in custom notes, dates, or addresses.
• Operational Handoffs: Maintain clear communication with the commissary/kitchen staff for lead times, packers for presentation quality, and couriers for timely delivery.
• Quality Assurance: Ensure all orders meet our strict standards for accuracy, elegance, and on-time execution.

Qualifications & Requirements

• Experience: 1-2 years in premium food/beverage, hospitality, high-end retail, or luxury concierge roles.
• Communication: Exceptional verbal and written communication skills with an elegant, inviting tone.
• Detail-Oriented: Exceptional organizational skills—able to track complex custom order details without missing a beat.
• Customer-Centric: A natural inclination for high-touch service and problem-solving.
• Passion for Pastry: Genuine enthusiasm for fine pastries, artisanal baking, and culinary presentation.