Wholesale Account Manager

The Wholesale Account Manager (WAM) is an entry-level role that builds mutually beneficial relationships around coffee and business with Stone Creek Coffee's wholesale partners, while serving as the second, or back-up, to the Customer Care Coordinator (CCC) for day-to-day customer communication. This role is designed as a launching point into account management: the WAM will learn the fundamentals of partner care and portfolio growth while also gaining hands-on experience in inbound traffic coordination, order support, and the SLA-driven communication standards that define Stone Creek's Customer Care team. The WAM reports to the Director of Customer Care and works in close partnership with both the Account Management and Customer Care Coordinator functions.

The 1 // Metric of Focus:

STARTER PORTFOLIO GROWTH & SLA SUPPORT – As an entry-level WAM, success is measured first by learning and reliability rather than a large book of business. Focus areas are the growth of an initial starter portfolio's revenue and consistent support of the team's Freshdesk SLA (3-hour response window) whenever covering for the CCC.

The 5 // Role Aspects

TRAFFIC & CCC BACK-UP SUPPORT – The WAM prioritizes incoming calls and inquiries, working within Stone Creek's guidelines to respond to all partners and customers within a three-hour window. This role acts as the second point of coverage for the Customer Care Coordinator, stepping in on inquiry triage and Freshdesk management so nothing falls through the cracks when the CCC is at capacity or unavailable.

WHOLESALE ACCOUNT SUPPORT – The WAM is responsible for a starter Portfolio of wholesale accounts, learning to grow existing account revenue and support new partner development alongside senior Account Managers and the development team.

REMARKABLE CARE DEVELOPMENT – The WAM helps identify and build memorable touchpoints with partners: site visits, product drops, classes, and events that differentiate Stone Creek from competitors and make partners feel genuinely cared for.

SETUP & ACCOUNT SUPPORT – The WAM assists in setting up new wholesale partners with the tools and information needed for a successful start, and provides day-to-day account support including order placement, processing, and fulfillment coordination.

NETWORK & LEAD DEVELOPMENT (GROWTH AREA) – Building a network of contacts and referrals is part of long-term growth in this role. As the WAM develops relationships, they begin identifying and surfacing new partnership opportunities to the Account Management team.

• Passion for coffee and desire to never stop learning
• Account Management and/or Customer Care experience (1-2 years)
• Excellent communication, attention to detail, and organizational skills
• Comfort working under pressure in a fast-paced environment while juggling several competing priorities
• Able to anticipate partner needs and align them with appropriate products and service solutions to hit or exceed financial goals as established
• Reliable Transportation - travel required (Approx 40% of work week, mostly in the Milwaukee and Madison area). 

Preferred:

• Professional experience in the food/beverage industry
• Business to Business sales experience

Compensation Structure:

The Account Manager is a full time salaried position eligible for the Stone Creek Coffee benefit package which includes:

• Health, Vision and Dental Insurance
• 401(k) Retirement plan
• Paid Time Off; Vacation, Volunteer, Mental Health, Professional Development, and Sick Time
• Complimentary weekly 12oz bag of coffee
• Betterhelp Partnership Access
• Lifestyle Spending Account Stipend
• On the house fuel (i.e coffee beverages) while in office
• Employee Discounts (40%)
• Mileage Reimbursement Eligible

We offer an annual salary beginning between $47,000 - $50,000; starting pay will be based on qualifications and experience. You will be invited to compensation discussions as a part of our performance review cycle which occurs twice annually, all compensation increase conversations are based on demonstrated value added to the team.

Stone Creek Coffee strongly encourages people from underrepresented groups to apply. We are an Equal Opportunity Employer, and we celebrate diversity and are committed to creating an inclusive environment for all employees. Be your authentic self. Gather around Coffee. Celebrate differences together.