Customer Service Manager

Customer Service Manager

Genuine Origin Coffee is an eCommerce startup in the green coffee space. We sell green coffee (unroasted) online to coffee roasters throughout the United States.

As our sales and customer base expand, we are seeking ambitious, hard-working, smart, tech-savvy applicants with superior communication skills (verbal and written) to provide a winning customer service experience. The Customer Experience Specialist will assist customers with a variety of questions and concerns in an efficient and timely manner, via email, chat and phone.

This position will also work involved with marketing in areas of Social media, analytics, CRM and digital automation.

We always have coffee, a beautiful office, and we love to laugh.

So if you are excited to join a hard-working team that is disrupting how green coffee is sold, send us your resume right away so that we can get you on our team !!

Here is what you will do

- Interface with customers and leads via phone, chat, email and social.

- Execute daily, outbound call list.

- Display exceptional knowledge of the products offered.

- Adjust CRM records (Customer records, Sales Orders, etc.) as needed.

- Troubleshoot and resolve order & product issues and concerns

- Document interactions and update customer records in our CRM

- Develop and maintain a knowledge base of the evolving products and services

Here is what we are looking for in qualifications:

- Bachelor’s degree required

- 3-5 years in a customer experience related role preferred (E-commerce or startup experience is a plus)

- Stellar written and verbal communication skills – you aren’t   afraid to hop on the phone, write an email, or send a chat to help a customer

- CRM experience (Netsuite is a big +)

- Ability to build rapport with clients

- Ability to prioritize and multitask

- Positive and professional demeanor

- You are a self-starter with an entrepreneurial spirit! You’re ready to jump in – no job is too big or too small

- Coffee knowledge desired but not required

A few more Job details

- Work hours: Monday - Friday - 9am - 5pm or 10am - 6pm.

- Workplace: Irvington, NY (right on the Hudson River a block from MetroNorth, about 20 miles above NYC)

- Perks and benefits include (but are not limited to) flexible vacation days, health plan

- Salary dependent on experience Range $50k to $60K