Mountanos Family Coffee & Tea Company is a leading coffee roasting and packaging company dedicated to delivering high-quality coffee products to customers nationwide. Our commitment to excellence and innovation has positioned us as a preferred partner for national accounts and co-packing services. We pride ourselves on fostering a collaborative and dynamic work environment where team members can thrive and contribute to our ongoing success.
Job Overview
The Customer Service / Office Manager will play a dual role in ensuring smooth office operations and delivering exceptional customer service to our clients. This position oversees all administrative functions, customer inquiries, and order fulfillment processes, promoting a seamless experience for both internal teams and external customers. This role supervises a team of Customer Service Representatives and is pivotal in upholding Mountanos Family Coffee & Tea Company’s values of accuracy, transparency, and customer-centricity. This role requires a detail-oriented, organized, and proactive individual who can ensure the efficiency and effectiveness of our processes. The Customer Service/Office Manager will perform these functions in alignment with applicable regulatory guidance and industry standards. This is a full-time, exempt position that reports to the President.
Key Responsibilities
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Customer Service
- Lead and manage the customer service team, ensuring timely responses to inquiries, complaints, and order issues.
- Establish and maintain strong relationships with customers, providing exceptional support and handling escalations.
- Oversee the order fulfillment process to ensure accuracy and on-time delivery.
- Track customer feedback and suggest improvements to enhance customer satisfaction.
Office Operations
- Manage daily office operations, including supplies, office layout, and general upkeep.
- Provide administrative support to executives, including scheduling meetings, managing calendars, and overseeing correspondence.
- Prepare and distribute internal communications, ensuring timely information flow within the organization.
- Maintain office records and organize files, ensuring confidentiality and accessibility.
- Coordinate with HR on onboarding new employees, maintaining employee records, and coordinating team training sessions.
- Oversee timekeeping and attendance records for staff.
Financial and Project Support
- Handle basic financial tasks such as processing invoices, managing petty cash, and preparing expense reports.
- Collaborate with the accounting team to manage office-related payments.
- Support project management by tracking deadlines and deliverables for various initiatives.
Team Management and Development
- Supervise and mentor a team of ~3 Customer Service Representatives/Receptionists, fostering a positive and productive environment.
- Plan team-building activities and support a collaborative office culture.
- Continuous Improvement
- Identify opportunities to improve both customer service and administrative processes.
- Stay informed on industry trends to implement best practices in customer service and office management.
Qualifications & Skills
- Bachelor's Degree, or equivalent experience in office administration and customer service roles.
- 3-5 years of relevant experience, with at least 2 years in a managerial capacity.
- Background in the food and beverage industry, particularly in coffee roasting, is a plus.
- Proficiency in Microsoft Office Suite.
- Strong leadership, organizational, and communication skills.
- Exceptional attention to detail and accuracy in record-keeping.
- Ability to work effectively in a dynamic, fast-paced environment.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Position requires extensive sitting, some bending, lifting (up to 25 pounds), stooping and stretching. Effective eye-hand coordination and manual dexterity sufficient to operate a computer keyboard, a photocopy machine, telephone, calculator, and other office equipment is also required. The noise level in the work environment is moderate.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Mountanos Family Coffee & Tea provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
