Customer Success and Fulfillment Assistant (Coffee and Distribution Industry, in-person)
We are looking for a Full-time Customer Success and Fulfillment Team Member (in-person) to join our team! This role involves working directly with our retail customers and wholesale partners as the primary point of contact for answering questions and providing detailed solutions. You will assist our Logistics Specialist in maintaining the accuracy of our shipment database, handling exchanges and returns, and managing picking, packing, and shipping with attention to detail. Additionally, you will assist the shipping team retrieve items based on invoices or shipping lists, verify the quantity or type of items, label and sort items correctly, and package them safely for shipment. A deep appreciation for specialty coffee will be beneficial in this role.
Schedule:
- Starts at 7:30am, 40 hours per week, non-exempt
Who We Are: At Slow Pour Supply, we believe that specialty coffee revolves around the preparation process. We offer a carefully curated selection of specialty coffee tools tailored for both hospitality businesses and home enthusiasts. Our products are trusted by major cafés, restaurants, coffee competitors, and everyday coffee lovers alike. We take pride in our support to foster diversity in our industry through events and sponsorships, and delivering exceptional products and support to our customers and accounts nationwide.
Position Description: The Customer Success and Fulfillment Assistant will work collaboratively with the logistics operations and warehouse team to provide excellent customer service and ensure effective communication. This role helps maintain the business efficiency and effectiveness of our services.
Shipping and Order Management:
- Efficient fulfillment and shipping processes.
- Create wholesale orders and communicate professionally to maintain great relationships with our customers.
- Maintain high-quality standards for all drop-ship fulfillment.
- Adjust open orders as needed, including cancellations, updating products on orders, exchanges, or holding fulfillment using our shipping platforms.
- Maintain a database of shipments to ensure that customer orders are updated and that appropriate documents are provided.
- Determine the best shipping methods for materials, using knowledge of shipping procedures, routes, and rates.
- Retrieve items based on invoices or shipping lists, verify the quantity or type of items, label and sort items correctly, and package them safely for shipment
Customer Service and Administrative Support:
- Serve as the first friendly contact point for customer service support with our retail and wholesale clients using digital platforms.
- Provide helpful information, respond to complaints, answer product questions, offer solutions, guide customers through the ordering process, create orders, and invoice orders in a timely manner.
- Conduct proactive customer outreach by collecting and analyzing customer feedback and reviews.
- Utilize and operate shipping, ordering, and email systems.
- Make notes for client files as needed for reference purposes.
- Provide daily and rapid responses to chats, emails, and inquiries.
- Acknowledge drop-ship orders properly and accurately.
- Invoice drop-ship orders weekly.
- Follow company policies for processing returns, exchanges, and refund requests.
- Perform other job responsibilities as assigned.
- Data entry and maintain accuracy of records, including schedules and inventory records using SAP and other softwares
- Support Senior Logistics Specialist with documentation
- Communicate effectively and professionally with external parties to synchronize information and provide support
- Manage events scheduling, communicate with class participants, creating and maintaining an effective intake and scheduling structure.
Competencies:
- Time Management: Punctuality is a must.
- Excellent communication and interpersonal skills, both verbal and written in English.
- Cost-conscious, highly organized and efficient with attention to detail; ability to balance multiple tasks while staying organized. Able to work efficiently with a positive attitude to complete tasks with clear deadline
- Able to work independently, ability to investigate and find the root cause of issues and follow through with corrective actions.
- Ability to learn and efficiently navigate various digital platforms is a MUST
- Comfortable communicating with external vendors to resolve issues.
- Ability to work as part of a team and contribute to a safe and healthy working environment.
- Microsoft Office Suite, Clickup, Monday, and other project management platforms
- Shopify and Shipstation
- iOS (Mac)
- Ability to stand for several hours.
- Ability to lift items weighing up to 40 lbs.
- Demonstrate time management skills.
- Understanding of product supply.
- Bilingual preferred
Candidate Should Possess:
- A love for people and coffee!
- Proficiency in various digital tools and platforms; including Microsoft Office Suite, Mac OS, data entry or project management platforms, Instagram, Facebook
- Previous customer service and/or hospitality experience.
- Previous shipping and/or inventory management experience is a plus.
- Forklift certification is a plus.
What We Offer: We understand that our people are the most important factor in our success. As a result, we value and invest in our team through:
- An inclusive and supportive culture.
- Professional development opportunities
- Company Discounts on products
- Access to learning portals
- Education fund for company required certifications
- For full-time positions: PTO accrual begins immediately, earning up to 14 PTO days per year.
- For full-time positions: Employer contribution to insurance plans
- For full-time positions: 401K
Slow Pour Supply is a safe space and an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Pay: $40,000.00 - $44,000.00 per year
Application Question(s):
- This position requires the ability to stand for extended periods and lift items weighing up to 40 pounds as needed.
Are you able to meet these physical requirements when necessary?
- This position involves providing helpful information to customers, responding to complaints, answering product-related questions (particularly regarding coffee), offering effective solutions, guiding customers through the ordering process, and handling order creation and invoicing in a timely manner.
Do you have experience performing similar responsibilities, or skills that would support you in this role? If so, could you please share the relevant experience or examples?
- This position requires picking and packing of orders, sometimes up to 4 hours per shift. Do you have relevant experience in picking and packing, and how would you rate your accuracy?
- This position requires proficiency in various digital tools and shipping platforms.
Could you rate and describe the customer service platforms and shipping systems you have used in the past?
Education:
Experience:
- Order picker: 1 year (Preferred)
- Customer support: 3 years (Required)
Ability to Commute:
- Magnolia, TX 77354 (Required)
Work Location: In person
