Client Service Representative

Job Title: Client Service Representative

Department: Customer Operations

Location: La Colombe Coffee Roasters

Position Overview:

The Client Service Representative will be responsible for managing customer interactions and supporting La Colombe’s B2B (wholesale), DTC (Direct-to-Consumer), and retail business channels. This role will focus on processing orders, managing the order-to-cash (OTC) process, new account setup, provide information about the organization’s products and services, resolve escalations, and ensure seamless communication between customers, sales, and fulfillment. The successful candidate will drive improvements of performance metrics related to customer satisfaction, order accuracy, and process efficiency.  

Key Responsibilities:

• Customer Interaction: Serve as the primary point of contact for customers, including B2B, DTC, and retail partners. Respond to inquiries, resolve issues, and maintain strong customer relationships.
• Order-to-Cash (OTC) Process: Oversee the end-to-end OTC process, ensuring timely and accurate order processing, invoicing, and payment resolution.
• ERP System Management: Work within the company's ERP system to process orders, track shipments, manage inventory levels, and ensure accurate order fulfillment.
• Ticket Management: Utilize customer support software, such as Zendesk, to manage customer inquiries and complaints. Ensure tickets are resolved within SLA (Service Level Agreements) timeframes.
• Conflict Resolution: Proactively address and resolve customer escalations efficiently, working in cross-collaboration with other internal teams such as sales, production, and fulfillment to find quick and effective solutions.
• Sales & Shared Services Collaboration: Act as a liaison between sales teams and shared services departments (production, fulfillment, etc.) to ensure customer orders are fulfilled accurately and on time.
• Customer Account Management: Assist with customer account management, ensuring all data is up to date, and that any customer-specific needs are met (e.g., special pricing or delivery instructions).
• Process Improvement: Identify areas of opportunity in customer service processes, the OTC cycle, and internal workflows. Propose solutions to enhance operational efficiency and customer satisfaction.

Required Qualifications:

• Experience with Microsoft office software
• Strong problem-solving and conflict-resolution skills.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment.
• Collaborative and team-oriented mindset, with the ability to work across departments.
• Detail-oriented with a strong focus on accuracy and customer satisfaction.

Preferred Qualifications:

• Experience in the food & beverage industry or with a coffee brand
• Experience in customer service, preferably in a B2B, DTC, or retail environment.
• Experience working with ERP systems for order processing, invoicing, and fulfillment tracking.
• Familiarity with customer service ticketing systems like Zendesk or similar tools.
• Knowledge of supply chain or fulfillment operations

Benefits:

• Competitive hourly wage and benefits package.
• Opportunity to work with a leading brand in the specialty coffee industry.
• Collaborative and dynamic work environment with opportunities for professional growth and development

 Compensation Range: $23.25 - $29.75, plus bonus.