JOB SUMMARY The Customs Manager is the primary architect behind our guests' most memorable celebrations. You will oversee the journey of a custom order from the initial spark of an idea to the final delivery. Your goal is to turn written visions into edible reality through flawless communication, precise documentation, and expert salesmanship. ESSENTIAL DUTIES & RESPONSIBILITIES The Guest Experience Model "Gold Standard" Service: Set the tone for the guest experience by responding to all inquiries within 72 hours with warmth and expert product knowledge. Wedding Concierge: Provide dedicated 1-on-1 consultations for wedding clients. You are the expert on our policies, flavor profiles, and pricing structures. Consultation & Tasting Host: Lead the "Experience"-from scheduling and hosting tastings to the diligent follow-up required to close the sale.
Technical & Creative Management Precision Documentation: Translate guest visions into technical blueprints. You will be responsible for detailed written orders, including accurate sketches/drawings of custom designs to ensure the kitchen team executes perfectly. Digital Lead Management: Manage the high-volume flow of custom order inquiries arriving via the website and email, ensuring no detail (or crumb) is missed. Charitable Events: Represent the brand at off-site charitable functions as needed.
Administration & Operations Data Integrity: Maintain impeccable digital records using OneDrive, Google Drive, and Dropbox; manage the shared delivery and consultation calendar (iCloud) to prevent logistical overlaps. Financial Accuracy: Execute invoicing through the REVEL POS system with 100% accuracy. Organization of Deliveries: Confirming all custom deliveries with the venue and the guest.
EDUCATION & EXPERIENCE Foundations: High school diploma or GED required. Industry Tenure: Minimum 2 years in retail, food service, or event planning. The "Frost" Edge: 1+ year of experience specifically in custom cake sales or a custom cake deocorator is highly preferred.
KNOWLEDGE, SKILLS, & ABILITIES Relational Expert: Ability to build instant rapport with guests, wedding parties, and internal bakery teams. The "Editor's Eye": Exceptional attention to detail; you should be the person who catches a typo or a color-clash before the order hits the kitchen. Organization: Mastery of "triage"-knowing how to prioritize a Saturday wedding delivery over a Tuesday inquiry. Tech-Savvy: Proficient in Microsoft Office, Google Workspace, and Dropbox.
PHYSICAL DEMANDS & WORKING CONDITIONS Environment: A bustling, climate-controlled retail bakery (with the occasional brisk trip into our 0F walk-in freezer-gear provided!). Physicality: This role involves standing, walking, and the fine motor skills required for sketching designs. The "Big Days": Regular weekend and evening availability is a must, as that is when our guests celebrate most!
Hours and Rate: 45 hours per week; Monday, Tuesday, Wednesday, Friday, Saturday (off on Thursday & Sunday); $18.50-$20/hour
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