Job Type
Full-time
Description
Purpose
The Senior Customer Service Representative will provide all Peace Coffee customers with exceptional service and to process information in response to orders, inquiries, and requests about products and services. This role will focus on customer needs and navigating challenges to meet the evolving needs of the Peace Coffee order and supply chain.
Reports To
Director of Customer Service
Position Classification
Full-time, non-exempt, benefits eligible
Travel
Minimal; local travel for demos as scheduled
Compensation
23 - $25 / hour
Additional Information
General Office hours are 8 am - 4 pm, timeliness is essential and the ability to occasionally stay late is needed. Flexibility to do coffee demos in various locations, sometimes on the weekends, is needed.
Essential Duties (90%)
Customer Service & Order Processing Oversight (60%)
- Manage incoming orders across all systems (Phone, Email, Wholesale portal, EDI, Ecomm, and imports) to ensure proper flow of information, including adjustments, refunds, returns, and credit requests.
- Communicate product knowledge, pricing, and promotions; suggest appropriate products and services.
- Oversee customer inquiries, prioritize cases, and delegate responses to subject matter experts when needed.
- Resolve order issues, mis-picks, or errors with invoices across departments.
- Act as the main contact for interdepartmental coordination on orders, shipments, adjustments, and month-end close.
- Advocate for a positive customer experience by reporting feedback and trends.
- Assist customers with using online tools for order placement and account management.
- Support business systems maintenance and testing related to customer service / sales functionality (ERP, EDI, CRM).
- Maintain knowledge of eCommerce functionality, including NetSuite and credit card processing.
- Keep accurate customer records and assist with account setup and onboarding.
- Liaise with the eCommerce team for customer-facing feature improvements.
Process Management & Administration (20%)
Maintain iTPM integration into NetSuite, soliciting and providing monthly updates to sales account managers.Resolve issues with promotional plans and customer experiences.Support iTPM setup and application within NetSuite.Provide general office administration support.Knowledge Management (10%)
Contribute to maintaining and improving online Help Center and FAQ's and library of approved customer responses to common questions.Ensure department standard operating procedures are developed, followed, updated and continuously reviewed to identify efficiencies and areas of improvementContribute to regular cross departmental meetings with Sales, Finance, and Marketing Teams.Non-Essential Duties (10%)
Represent Peace Coffee at product demos and eventsLead the customer service aspects of onboarding of new colleagues. Provide on-going, on-the-job training and guidance to team members and affiliated departments as needed.Partner with co-workers to resolve difficult situations and customersParticipate in projects and perform other tasks as defined by the supervisor.Requirements
Required :
Some post-secondary education or equivalent experience is preferred.Experience in sales and customer service.Proficiency in Microsoft Office, Google Workspace, and database software. Experience with Shopify and NetSuite required.Strong ability to manage multiple tasks, prioritize responsibilities, and work independently.Exceptional attention to detail, organizational skills, and time management.Excellent written and verbal communication skills.Driver's license, access to a vehicle, and a good driving record required (metro area travel with mileage reimbursement).Demonstrated competencies in communication, planning, rapport-building, empathy, problem-solving, technology use, and follow-through.Working knowledge of and experience with customer and / or vendor database software, and accounting systems. Shopify and NetSuite experience, required.Interest in Peace Coffee's Mission, coffee, and customer education is essential.Physical Requirements
Work is performed in an office setting with standard office equipment.Ability to sit or stand for extended periods and lift up to 40 lbs. when assisting with orders or setting up demos.Operate a vehicle in all weather conditions for travel and demo purposes.Peace Coffee Mission, Values and Competencies
Peace Coffee's mission is to make exceptional-tasting, fair-trade organic coffee that sustains the livelihoods of the people who grow, roast and sell it; preserves and protects the environment that produces it; and delights the taste buds of the people who drink it. We strive to do this work through our values of :
Quality : We believe that exceptional-tasting coffee is the result of collaboration. We work with our partners from bean to brew to create exceptional coffees.Community : We believe in supporting the communities which support us. We trade fairly, pay small-scale farmers industry-leading prices, and pay our staff a living wage. We believe coffee creates community and provides incentives / opportunities to bring people together.Sustainability : We believe in minimizing our impact on the planet. We buy only organic coffee and place a high value on our producer-partners' land stewardship. We strive to be as efficient and earth-friendly as possible in our own operations.Transparency : We believe companies should be open and honest about the way they do business. We regularly exchange information and share resources with our partners, from farmers to coffee drinkers. We provide opportunities for people to see the faces, places and certifications behind their favorite brew.Individuality : We believe organizations function best when they reflect more than one person or identity-much like coffee tastes best when it contains a complex array of flavors. We encourage allTo support this, we ask all staff to demonstrate the following competencies, consistent with our core values :
Integrity : Do the right thing, even when difficult. Act respectfully and honestly. Take personal responsibility for and deliver on commitments.Teamwork : Build positive, trusting and productive relationships.Communication : Communicate openly and honestly. Actively listen to and appreciate unique points of view, and work through conflict constructively.Adaptability : Be flexible in your role, depending on what's needed to achieve the team's goals.Initiative : Be bold. Seek out new responsibilities, influence events, originate action. Go beyond the job routine to improve teamwork or performance. Actively expand your skills and increase your contribution. Identify problems and bring creative potential solutions forward.EEO Statement
Peace Coffee provides equal employment opportunity to all individuals, regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity and / or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Peace Coffee will provide reasonable accommodations for qualified individuals with disabilities.
Salary Description
23 - $25 / hour
Salary : $23 - $25
