Customer Service with Coffee Industry Experience
Espresso Parts LLC is a modest company with big ambitions, and we have quickly grown a worldwide 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 daily to bring our customers the newest innovations, the best equipment, tools and supplies available! We pride ourselves on being among the most innovative and creative companies in the specialty coffee trade!
Customer Service duties include but are not limited to the following:
● Attracts potential customers by answering product and service questions and 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, and following up to ensure resolution.
● Process returns and product warranties.
● Answer multi-line phone system, email, and live chat calls.
● Contributes to team effort by accomplishing related results as needed.
Ideal candidate will have the following Sales and Sales Support experience:
● At least 2 years of experience with commercial coffee sales and industry knowledge. (espresso machines, grinders, manual brewers, filtration systems, water towers, etc.)
● At least 1 year of owning a quota or managing a pipeline of business
● 2-5 years of account management experience within specialty coffee and proven ability to make presentations, increase annual 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, Ditting, Bunn, Fetco, etc.
● Good understanding of espresso and coffee extraction and knowledge of SCA standards.
Experience using Shopify, Hubspot, Brightpearl, or other comparable software is highly desirable. We need someone to speak to our customers about our entire product line. The ideal candidate will be genuinely kind-natured, have excellent multitasking skills, strong communication skills, and the ability to work independently and with a team. We need someone with a strong customer service background and an unwavering appetite for exceeding customer expectations. Are you that person?
Available benefits include medical, dental, and vision coverage, AD&D coverage, paid Holidays, 401K plan and match, a generous PTO and employee discount package, and a paid day off for your Birthday. It’s a pretty groovy deal! Salary starting at $45,000 DOE. This position is FT, Monday-Friday hours 7:30- 4:00 PT.