What are the responsibilities and job description for the Sr. Customer Service Manager position at Java House?
ABOUT JAVA HOUSE
We’re not just crafting cold brew, we’re revolutionizing the beverage industry. At Java House, our Peel & Pour Pods are redefining how cold brew is experienced, delivering café-quality coffee with unmatched convenience – zero equipment and zero hassle, just amazingly smooth and bold flavor in every pod. Now is your chance to join a fast-growing and innovative team that is reshaping how the world views coffee. If you are energized by growth, inspired by innovation, and ready to be a part of something big – let’s chat!
JOB DESCRIPTION
We are seeking a Sr. Customer Service Manager to support the Java House business by delivering exceptional service to our customers, distributors, and retail partners. This role is responsible for managing orders, resolving issues, and providing product information, while maintaining a high level of professionalism and accuracy. The ideal candidate has customer service experience, strong communication and problem-solving skills, and thrives in a fast-paced, product-driven environment.
RESPONSIBILITIES
- Serve as the primary point of contact for all Java House B2B and B2C customers
- Support order processing and entry, product shipments, customer portal questions, troubleshoot portal issues, product information, and maintain customer accounts
- Handle all inbound calls and emails in an appropriate manner
- Collaborate with Sales, Logistics/Supply Chain, Marketing, and Operations to address customer needs and resolve issues in a timely manner
- Build strong relationships with customers and retail partners to support long-term loyalty
- Maintain detailed and accurate records of customer interactions using CRM (Salesforce)
- Provide all feedback to internal teams to improve service, product quality, and processes
- Track and report order shorts, and lost sales and identify root causes
QUALIFICATIONS
- Bachelor’s degree in marketing, business administration, or related field
- 3-5 years’ experience in customer service role; 1 year in leadership role
- Proficiency in CRM and ERP software and Microsoft Office Suites
- Ability to read and analyze Power BI reports and dashboards
- Knowledge in food and beverage, retail, or consumer packaged goods industry preferred
KNOWLEDGE AND SKILLS
- Strong interpersonal skills, with the ability to influence and collaborate with cross-functional teams, and work effectively with others
- Commitment to understanding and meeting customer needs while maintaining a positive customer experience
- Ability to manage multiple projects and tasks simultaneously, set priorities, and follow through in a timely manner
- Solution-oriented problem solving with attention to detail and accuracy in handling information and data
- Skilled in handling complaints, resolving issues diplomatically, and turning challenges into opportunities
- Proactive in identifying and addressing issues before they arise
- Create and foster excellent customer relationships and a positive brand image while demonstrating the company’s core values
