Job Description

About Us:

Ceremony Coffee Company, part of FairWave Specialty Coffee Collective, established in 2002 out of a passion for sharing amazing coffee, and this passion continues to drive us today. Ceremony focuses on creating beautiful coffee experiences and connecting people long before the days of Instagram.

The Customer Service Rep will support the customer experience at the direction of the Customer Service Manager. Team Members are tasked with providing helpful information, answering questions, and reporting complaints in a professional, respectful, and timely manner. Ultimately, you will be a champion of front-line support for our customers and vendors, to ensure that they are satisfied with our products and services. 

Responsibilities

•  Serve as a welcoming point of contact through phone, email, chat, and in-person conversations, offering support and guidance around our products and services.
• Approach each interaction with warmth, empathy, and a solution-oriented mindset to build trust and strengthen relationships with the businesses and individuals we serve.
• Stay connected with customers over time—providing updates, checking in when appropriate, and ensuring they feel heard and valued throughout their journey with us.
• Partner with teams across the organization to support seamless experiences and clear communication from order placement through to fulfillment.
• Assist in placing and updating orders, ensuring the process is smooth, clear, and aligned with the customer's needs.
• Listen attentively to questions and concerns, working to resolve issues or connecting customers to the right team member when additional expertise is needed.
• Follow through on resolving concerns in a thoughtful, timely manner, helping maintain the trust and confidence of our customers.

Qualifications

•  2-3 years of customer service experience or relevant experience.
• Familiarity with local coffee competitors.
• Strong customer service skills
• Passion for locality and the communities in which we live and work.
• Familiarity with telephone, office, and point-of-sale software.
• Strong communication skills, both verbal and written.

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