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Title

Customer Service Representative 

About the Organization 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.
 
Purpose To provide all Peace Coffee customers with exceptional customer service and to process information in response to orders, inquiries, and requests about products and services.  
Description

Essential Duties (90%)

  • Customer Service & Order Processing (45%)

    • Primary phone operator, receiving and directing phone calls

    • Process phone, email and internet orders, payments and credits

    • Greet visitors and walk-in customers and process orders as needed

    • Respond to general questions and concerns; including coaching customers on how to use online tools

    • Resolve product or service problems, including troubleshooting equipment issues and facilitating service requests

    • Contribute ideas for improvement of systems and services

    • Create a welcoming experience for visitors and customers

  • Account Management & Sales Outreach (45%)

    • Maintain accurate customer records including financial information

    • Assist Sales team with account set up and new customer onboarding

    • Communicate sales and promotions to customers

    • Attract potential customers and generate sales by effectively communicating product knowledge and suggesting information about other products and services

    • Execute customer retention calls

    • Update website and databases as needed

    • Represent Peace Coffee at product demos and events as needed

    • Participate in projects and perform other tasks as defined by supervisor

Non-Essential Duties (10%)

  • Serve as back-up to the other Customer Service team members

  • Other duties and responsibilities as assigned

 
Position Requirements

Qualifications:

  • Interest in Peace Coffee’s Mission, coffee, and customer education.

  • Previous experience with sales and customer service.

  • Highly proficient computer skills and proficiency with computer programs including Microsoft Word, Excel, Goodge Docs and Gmail.

  • Working knowledge of and experience with customer and/or vendor database software, and accounting systems. NetSuite experience, a plus.

  • Ability to thrive in an independent, self-directed environment that also has a strong ethic of teamwork and collaboration.

  • Ability to coordinate multiple tasks, manage details, ensure accuracy and timeliness in a fast paced and changing work environment.

  • Exceptional attention to detail and superb organizational skills.

  • Ability to be flexible and manage multiple tasks at once.

  • Ability to maintain a constructive, composed, and professional demeanor within a busy work environment.

  • Strong written and verbal communication skills.

  • High school diploma, or equivalent.

Physical Requirements

  • This job operates in a clerical office setting, routinely using standard office equipment such as computers, phones, photocopies, filing cabinets and fax machines.

  • This role requires the ability to sit or stand at computer, answering phones and/or in meetings for extended periods of time.

  • This role also requires the ability to lift files, open filing cabinets and bend or stand as necessary to complete filing.

  • The ability to lift up to 40lbs to assist customers with orders, preferred.

 
EOE 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.  
Exempt/Non-Exempt Non-Exempt  
Full-Time/Part-Time Full-Time  
Position Classification Full-time, non-exempt, benefits eligible, Hours: M-F, 8 am - 4 pm. Occasional local travel.  
Reports To Associate Director of Sales & Customer Experience  

This position is currently accepting applications.

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