Customer Service Representative

JOB TITLE: Customer Service Representative (CSR/CAA)

PAYROLL PROFILE: Groundwork Coffee Roasters, LLC

DEPARTMENT: Customer Service

DOL STATUS: Full Time

CLASSIFICATION: Non-Exempt (gets OT pay)

SCHEDULE: Monday-Friday, 40 hours a week

LOCATION: 5457 Cleon Avenue, North Hollywood, CA 91601

SALARY: $20.00/ Hourly

REPORTS TO POSITION: Customer Service Supervisor, Kimberly Davis

SUPERVISORY RESPONSIBILITIES: N/A

POSITION OVERVIEW

The Customer Service Representative is responsible for providing effective, professional, efficient, accurate, informative, and

friendly customer service to all customers and prospects by utilizing excellent, in-depth knowledge of company products and

programs as well as partnering with other Customer Service team members and people in other related Departments.

ROLE PRIORITIES

1) Customer Relations & Quality Customer Service: promote a nice, energetic, and upbeat demeanor 

2) Problem Resolution 

3) Time Management

● Provide timely, accurate, helpful, and insightful information to customer/prospect regarding products, services, order

status, and promotions.

● Perform outbound telephone calls to existing customers soliciting orders.

● Greet walk-in visitors, make them feel welcome; address their questions, offer solutions, and fill orders.

● Answer incoming calls to the company's main line.

● Data entry to input orders accurately with minimal errors.

● Process orders/changes according to established policies & procedures.

● Prepare for outbound customer calls by reviewing their account in advance to ensure you address any outstanding

issues, such as backordered item status, etc.

● Partner with Sales Reps to meet and exceed customers' service expectations.

● Continually grow product knowledge.

● Create professional business relationships that encourage customers to be loyal to the Company as their preferred

vendor of choice. Learn their buying habits.

● Be a proactive problem-solver by interpreting customer needs and foreseeing potential fulfillment obstacles.

● Provide timely feedback to the Company regarding service failures or customer/prospect concerns.

ROLE QUALIFICATIONS, REQUIRED EDUCATION & EXPERIENCE

● High School diploma and (6) months to (1) year Receptionist or Customer Service experience

● Customer service experience: retail or B2B product & services and/or working with a sales rep force.

● Computer proficiency: QuickBooks, SAP, NetSuite, Microsoft Word & Excel, G Suite.

● Commitment to company values; ability to maintain confidentiality when needed.

● Experience with ecommerce portals and customer retention management

COMPETENCY - KNOWLEDGE, SKILLS, & ABILITIES

● Time Management: the ability to organize and manage multiple priorities effectively.

● Communication: Ability to communicate in a clear verbal manner. Relates well to others.

● Team Work: Positive, and constructive team player. Reliable, respectful, and detail-oriented.

● Pressure: Able to maintain focus when operating in a busy, distracting environment.

● Flexible/Adaptable: Able to deal skillfully and promptly to new situations. Energized by challenges.

● Receptive to Feedback: Gains insights from mistakes and is open to and actively seeks feedback.

● Self-Development: Personally committed to and actively works to continuously improve.

● Problem Solving: Observant, aware. Resourceful, creative problem-solver. Take initiative.

● Conflict Management: Effectively handles issues and/or complaints.

● Approachability: Spends the extra effort to put others at-ease. Build constructive relationships. Friendly and

welcoming.

WORK ENVIRONMENT

Warehouse-type, small office environment: busy, conversationally noisy, tight quarters, sometimes stuffy, dusty, ever-present

coffee roasting aroma.

PHYSICAL DEMANDS

● Predominantly a seated job using a telephone handset, computer, and typical office equipment such as scanner, copier,

printer, manual stapler, hole punch, etc.

● Occasional walking (on even and uneven surfaces), stooping, bending, twisting, leaning, grasping, and lifting of 10 lbs.

or less.

ADDITIONAL DUTIES

This job description in no way represents, states or implies that these are the only duties performed. You will be expected to

follow any other job-related instructions and to perform other job-related duties as requested by your supervisor.