Customer Service Representative

Fresh Roasted Coffee LLC.; Sunbury (Northumberland County); On-site; USD 32,000 - 42,000; Full time

Job summary

Fresh Roasted Coffee LLC in Sunbury, PA is seeking a Customer Service Representative to be the first point of contact for customers with questions or concerns about coffee and tea orders across Fresh Roasted Coffee and its family of brands. You will listen, resolve issues, provide accurate information, and ensure every customer has a positive experience.

The role requires strong communication, attention to detail, and the ability to learn our products.

Qualifications

• High school diploma or equivalent.
• Previous customer service experience preferred.
• Excellent verbal and written communication.
• Strong listening and problem-solving abilities.
• Comfortable using computers and learning new software systems.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Answer incoming customer calls and serve as the first point of contact for questions, concerns, and order issues.
• Provide friendly, professional service representing Fresh Roasted Coffee and our family of brands.
• Research customer orders and provide updates on order status, shipping, products, and availability.
• Resolve issues involving missing, damaged, incorrect, or delayed orders.
• Assist customers with product, pricing, billing, and shipping questions.
• Process orders, replacements, credits, and other adjustments as authorized.
• Work with internal departments to resolve customer concerns.
• Follow up on unresolved issues to ensure customers receive an answer.
• Accurately document customer interactions and resolutions.
• Identify recurring customer concerns and communicate them to the Customer Service Manager.
• Develop a strong knowledge of our coffee and tea products, brands, and ordering processes.

Job description

Customer Service Representative

Fresh Roasted Coffee LLC | Sunbury, PA

Hours 8:00am - 3:00pm - Monday-Friday

Fresh Roasted Coffee LLC is looking for a friendly, dependable, and customer-focused Customer Service Representative to join our team in Sunbury, PA.

This position serves as the first point of contact for customers calling with questions or concerns about their coffee and tea orders across Fresh Roasted Coffee and our family of brands. You will be responsible for listening to customers, helping resolve issues, providing accurate information, and making sure every customer receives a positive experience with our brands.

What You'll Do

• Answer incoming customer calls and serve as the first point of contact for questions, concerns, and order issues.
• Provide friendly, professional, and helpful service representing Fresh Roasted Coffee and our family of brands.
• Research customer orders and provide updates on order status, shipping, products, and availability.
• Resolve issues involving missing, damaged, incorrect, or delayed orders.
• Assist customers with product, pricing, billing, and shipping questions.
• Process orders, replacements, credits, and other adjustments as authorized.
• Work with internal departments to resolve customer concerns.
• Follow up on unresolved issues to ensure customers receive an answer.
• Accurately document customer interactions and resolutions.
• Identify recurring customer concerns and communicate them to the Customer Service Manager.
• Develop a strong knowledge of our coffee and tea products, brands, and ordering processes.

What We’re Looking For

• High school diploma or equivalent.
• Previous customer service experience preferred.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Comfortable speaking with customers by phone throughout the day.
• Ability to remain calm, professional, and helpful when dealing with frustrated customers.
• Strong attention to detail and accuracy.
• Comfortable using computers and learning new software systems.
• Ability to multitask and prioritize in a fast-paced environment.
• Reliable attendance and a strong team-oriented attitude.

The Ideal Candidate

You are someone who genuinely enjoys helping people and solving problems. You can handle a busy phone line without becoming overwhelmed, listen carefully to understand what a customer needs, and take ownership of finding a solution.

You will represent multiple brands, so professionalism, adaptability, and the ability to learn different products and customer needs are important.

You don't have to be a coffee or tea expert when you start-we'll teach you. What matters most is your customer service attitude, communication skills, attention to detail, and willingness to learn.

About Fresh Roasted Coffee

Fresh Roasted Coffee LLC is a growing specialty coffee and tea company located in Sunbury, PA. We roast, package, and distribute coffee and tea products to customers throughout the country through Fresh Roasted Coffee and our family of brands.

You'll join a growing company where your work directly contributes to the customer experience across our brands.