Customer Service Representative - Coffee Industry

Job Description

Position Title: Customer Service & Sales Support

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Starting Pay: $24/hr

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Hours: 7:30am - 4pm PST

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Reports To: Customer Service Manager – Espresso Parts

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Position Summary

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

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

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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

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

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innovative and creative companies in the specialty coffee trade!

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Essential Job Functions

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● Attracts potential customers by answering product and service questions; suggesting information about other products and services.

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● Opens and maintains customer accounts by recording account information.

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● Resolves product or service problems by clarifying the customer's situation; determining the cause of the problem; selecting and

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explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

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● Processes returns and product warranties.

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● Answer multi-line phone system, email, and live chat calls.

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● Contributes to team effort by accomplishing related results as needed.

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Experience and Education

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● At least 2 years of experience with commercial coffee and industry knowledge. (espresso machines, grinders, manual brewers,

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filtration systems, water towers, etc.)

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revenue and comfort with using a CRM to manage and track

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● Communicate via phone, email and live chat to guide customers through B2B sales, B2C sales.

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● Communicate with customers and equipment vendors about maintenance, repairs, spare parts and be aware of new technology. We

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work with a vast number of vendors including, La Marzocco, Nuova Simonelli, Astoria, Rancilio, Baratza, Synesso, Mazzer, Mahlkonig,

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Ditting, Bunn, Fetco, etc.

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● Good understanding of espresso and coffee extraction and knowledge of SCA standards.