Customer Service Representative - Coffee Industry

Espresso Parts LLC; United States; On-site; USD 30,000 - 39,000; Full time

Job summary

Espresso Parts LLC in the coffee equipment space is seeking a customer service professional to support B2B and B2C clients, answering product questions and guiding purchases.

You will manage accounts, resolve issues, and collaborate with vendors to secure repairs and parts, providing an outstanding customer experience daily.

Ideal candidates have CRM experience, strong communication, and a passion for coffee technology.

Qualifications

• Minimum 2 years of experience in coffee industry and knowledge of espresso equipment.
• Experience handling B2B and B2C sales via phone, email, and live chat.
• Familiar with CRM systems to manage customer accounts.
• Strong understanding of espresso coffee and SCA standards.

Responsibilities

• Answer product and service questions to attract customers.
• Open and maintain customer accounts with accurate information.
• Resolve customer issues by clarifying, diagnosing, and solving.
• Process returns and product warranties.
• Answer multi-line phone, email, and live chat inquiries.
• Support team by achieving related results as needed.

Skills

CRM usage

Customer service

B2B sales

B2C sales

Phone & email support

Tools

CRM software

Live chat software

Phone system

Job description

Starting Pay: $24/hr

Hours: 7:30am - 4pm PST

Reports To: Customer Service Manager – Espresso Parts

Position Summary

Espresso Parts LLC is a modest company with big ambitions and we have quickly grown a world-wide presence within the specialty

coffee trade. At Espresso Parts we focus everything on the customer experience, we are a dynamic team with the sole purpose of

providing the best customer service experience, period! We strive to learn as much as we can each and every day so that we can bring

our customers the newest innovations, the best equipment, tools and supplies available! We pride ourselves on being one of the most

innovative and creative companies in the specialty coffee trade!

Essential Job Functions

• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Opens and maintains customer accounts by recording account information.
• Resolves product or service problems by clarifying the customer's situation; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Processes returns and product warranties.
• Answer multi-line phone system, email, and live chat calls.
• Contributes to team effort by accomplishing related results as needed.

Experience and Education

• At least 2 years of experience with commercial coffee and industry knowledge. (espresso machines, grinders, manual brewers, filtration systems, water towers, etc.) revenue and comfort with using a CRM to manage and track
• Communicate via phone, email and live chat to guide customers through B2B sales, B2C sales.
• Communicate with customers and equipment vendors about maintenance, repairs, spare parts and be aware of new technology. We work with a vast number of vendors including, La Marzocco, Nuova Simonelli, Astoria, Rancilio, Baratza, Synesso, Mazzer, Mahlkonig,
• Good understanding of espresso and coffee extraction and knowledge of SCA standards.