Proactive Customer Support Specialist

Groundwork Coffee Roasters LLC; Los Angeles (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

Groundwork Coffee Roasters LLC is seeking a Customer Service Representative to act as the primary contact for walk-ins, calls, and digital inquiries across Shopify and other channels. You will deliver warm, proactive service by resolving issues, providing timely order updates, and ensuring every interaction reflects Groundwork's high standards.

The role includes data entry and sales order processing, with the defining priority of customer success and proactive solutions.

Qualifications

• High School diploma or equivalent required with 6–12 months of receptionist or customer-facing service experience.
• Experience in retail or B2B customer service and collaborating with sales teams is a plus.
• Proficiency in Shopify for order management and customer correspondence is essential.
• Strong multitasking across channels (phone, email, Shopify) with reliable follow-through is expected.
• Comfortable with data entry and basic office software (Word/Excel/Google Suite).
• Demonstrates confidentiality and alignment with company values.

Responsibilities

• Serve as the primary contact for walk-in customers, greeting them professionally and assisting with needs, orders, and payments.
• Answer and route inbound calls; perform outbound communications to share product knowledge and promotions.
• Manage customer messages across Shopify and other platforms; ensure timely, accurate order updates.
• Monitor multiple channels to avoid missing customer inquiries; follow up to confirm needs are met.
• Track order status, fulfillment timelines, and shipping performance; proactively report issues.
• Build and maintain positive customer relationships to drive loyalty and repeat business.
• Assist with data entry and processing of sales orders within Shopify and other systems.

Skills

Shopify proficiency

Multichannel support

Time management

Communication

Problem solving

Teamwork

Data entry

Education

High School diploma

Tools

Shopify

NetSuite

Microsoft Word

Excel

Google Suite

Job description

Groundwork Coffee Roasters LLC is seeking a Customer Service Representative to act as the primary contact for walk-ins, calls, and digital inquiries across Shopify and other channels. You will deliver warm, proactive service by resolving issues, providing timely order updates, and ensuring every interaction reflects Groundwork's high standards.

The role includes data entry and sales order processing, with the defining priority of customer success and proactive solutions.