Customer Service Specialist

Title: Customer Service Specialist

Department: Sales Support

Reports to: Sales Support Manager

Schedule: Full-time

Status: Non-exempt

POSITION SUMMARY

The Customer Service Specialist is the primary contact for wholesale account management and direct-to-consumer retail customer service in Colectivo Coffee’s main office. This position is required to process all orders and respond to all customer inquiries accurately and timely, providing quality and consistent service. The Customer Service Specialist maintains consistent communication with customers, sales representatives, and other departments in support of Colectivo Coffee’s Mission and Values.

SPECIFIC RESPONSIBILITIES

• Maintain wholesale accounts by processing orders, resolving customer issues, and answering questions in a timely, accurate, and professional manner
• Provide wholesale and retail customers with accurate information regarding all Colectivo Coffee and Troubadour Bakery products and services via phone and email
• Demonstrate consistent follow through in addressing customer and coworker questions and concerns
• Assist sales representatives as required with prospective account tasks including, but not limited to account setup and assisting wholesale customers in placing their first orders
• Work collaboratively, supporting continual improvement of Sales Support Department processes
• Act as a representative of Colectivo Coffee, providing friendly and knowledgeable service
• Answer and direct phone calls and voicemails from the company’s main phone line
• Maintain customer information using NetSuite, Shopify, Nexus, and other web-based data platforms
• Complete general administrative tasks as needed such as filing, scanning, shredding, laminating, etc.

EDUCATION/QUALIFICATIONS

• High School education or equivalent
• 2-3 years experience in a customer service field, preferably in an office setting
• Working knowledge of Google Workspace and any other business applications experience preferred 
• Ability to make quick and effective decisions, work promptly and accurately