Customer Service and Office Administrator

Customer Service & Office Administrator

Location: Acton, MA

Schedule: Full-Time, Monday-Friday, In Office

Reports To: Marketing Director

About George Howell Coffee

At George Howell Coffee, we believe every cup tells a story. Our coffees are sourced from the highest quality farmers, roasted to highlight their inherent terroir, and brewed to precision. We operate as a coffee roaster and have 5 cafes in the Greater Boston area.

Founded in 2004, after selling his 24 original cafes “The Coffee Connection” to Starbucks, George Howell has dedicated his life to specialty coffee. He is a 50-year veteran of the industry, and often referred to as the “Godfather” of specialty coffee and the third wave movement.

We are looking for someone who is passionate about creating exceptional customer experiences around coffee and enjoys supporting a dynamic, collaborative workplace.

Position Overview

George Howell Coffee is seeking a highly organized, service-oriented Customer Service & Office Administrator to serve as the first point of contact for our customers, wholesale partners, and office visitors.

This role combines customer service, office administration, and cross-functional operational support. You will be responsible for managing customer inquiries, greeting customers who visit the roastery, assisting with wholesale order issues, coordinating with production and fulfillment teams to resolve problems, and ensuring our office and roastery environment is professional, organized, and welcoming.

The ideal candidate is detail-oriented, proactive, and enjoys helping both customers and internal teams. A passion for specialty coffee and a willingness to learn about our products are essential.

Key Responsibilities

Customer Service

• Respond to customer inquiries via email, phone, and in person in a timely, professional manner.
• Assist customers with online orders, subscriptions, shipping questions, and product recommendations.
• Manage customer pick-up orders and process walk-in retail purchases.
• Resolve customer concerns related to orders, deliveries, and product quality.
• Maintain accurate records of customer interactions and follow-up actions.
  
  

Wholesale Customer Support

• Partner with the wholesale team to identify and resolve order issues for wholesale clients.
• Communicate with production, roasting, and fulfillment teams to correct shortages, shipping delays, or product discrepancies.
• Ensure wholesale customers receive prompt updates and clear communication when issues arise.
  
  

Office Administration

• Serve as the primary point of contact for visitors, vendors, and incoming phone calls.
• Greet guests and ensure the office environment is clean, organized, and welcoming.
• Receive and distribute mail and packages.
• Coordinate light administrative tasks, including document preparation, filing, and data entry.
• Support team with miscellaneous roastery event prep needs from time to time.
  
  

Qualifications

• 2 years of experience in customer service, office administration, or administrative support.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office.
• Experience with Shopify, Toast, or other customer service platforms is a plus.
• Interest in specialty coffee and willingness to learn about our coffees.
  
  

Preferred Traits

• Warm, friendly, and professional demeanor.
• Strong problem-solving and follow-through skills.
• Self-starter who takes initiative.
• Comfortable working across departments and with a variety of stakeholders.
• Takes pride in maintaining an organized and welcoming workspace.
  
  

Physical Requirements

• Ability to lift and move packages up to 25 pounds.
• Ability to stand for periods while assisting customers or welcoming guests.
  
  

Compensation

Qualified candidates can reasonably expect the compensation range to be = $24.00 to $26.00 per hour.