Overview:
The Order Taker is responsible for managing inbound calls and processing orders accurately for a high-volume restaurant and catering business. The primary focus is handling regular consumer phone and chat orders, providing professional support via WhatsApp, and ensuring a seamless customer experience across multiple locations. The role requires high attention to detail to coordinate with kitchen and dispatch teams for timely fulfilment.
Key Responsibilities:
- Answer inbound calls and assist customers with placing food and catering orders
- Accurately input orders into the system (e.g., Shipmate or POS platform)
- Respond to customer inquiries regarding menu items, pricing, availability, and delivery options
- Provide timely and professional customer support via phone and messaging platforms (e.g., WhatsApp)
- Coordinate with kitchen and dispatch teams to ensure smooth and timely order fulfillment
- Manage and update tasks using tools like Asana
- Maintain a high level of accuracy and attention to detail in all orders
- Handle customer concerns or complaints with patience and professionalism
Requirements:
- Proven experience in customer service, call handling, or order processing (restaurant experience is a plus)
- Strong verbal communication skills with a clear and professional phone presence
- Fluent in English; Spanish-English bilingual
- Familiarity with tools such as Shipmate, POS systems, or similar platforms (or willingness to learn)
- Basic knowledge or willingness to learn Yiddish vocabulary (for menu/customer interaction)
- Comfortable using Asana or similar task management tools
- Highly detail-oriented and devoted to ensuring orders are accurate, complete, and delivered on time
- Ability to anticipate needs and ensure all required information is ready and accurate to avoid delays
- Patient and composed when dealing with customers and high-pressure situations
- Ability to work well under stress in a high-volume, fast-paced, and demanding environment
- Strong multitasking and organizational skills
- Reliable internet connection and a quiet working environment
Preferred Tools & Platforms:
- Order Management: Shipmate, Shipday, or similar platforms
- Communication: WhatsApp for messaging support; clear and professional phone presence.
- Task Management: Asana for updating and managing daily tasks.
- Language/Skill: Proficiency in English; basic knowledge or willingness to learn Yiddish vocabulary for menu and customer interactions.
Working Preferences:
- Schedule: 8:00 AM – 5:00 PM (EST) Monday–Thursday; Friday 8:00 AM – 1:00 PM.
- Language: Spanish Bilingual (non-negotiable)
- Technical Requirements: Reliable internet connection and a quiet working environment.
- Soft Skills: Patience and composure in high-pressure, fast-paced situations; ability to anticipate customer needs.
