Customer Service Representative - Coffee Industry

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 specialtycoffee trade. At Espresso Parts we focus everything on the customer experience, we are a dynamic team with the sole purpose ofproviding the best customer service experience, period! We strive to learn as much as we can each and every day so that we can bringour customers the newest innovations, the best equipment, tools and supplies available! We pride ourselves on being one of the mostinnovative 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 andexplaining 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. Wework 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.