Job Description

Purpose of the Role

A leading manufacturer of high-end coffee equipment is seeking a Customer Service Manager to oversee support operations for its premium brands across North America. Reporting directly to the CEO, this role is crucial in ensuring outstanding customer experiences that align with the company’s commitment to excellence, innovation, and coffee craftsmanship.

The Customer Service Manager will lead and develop a customer support team, ensuring timely and effective resolution of inquiries, technical assistance, and aftersales services. The role involves fostering strong relationships with distributors, partners, and clients, optimizing service operations, and upholding the company's reputation for quality. By combining operational efficiency with a deep understanding of coffee equipment and customer needs, this position plays a key role in strengthening brand loyalty and enhancing the overall coffee experience.

Main Duties & Responsibilities

• Order Management: Oversee the complete order process, from order collection and system entry to invoicing and coordination with warehouse and planning departments.
• Customer Relations: Serve as the primary point of contact for customer service issues, ensuring prompt responses and efficient resolution.
• Logistics & Inventory Management: Manage outbound materials, spare parts inventory, and tracking of demo machines, ensuring accurate system records and timely restocking.
• Online Sales & Installations: Oversee online orders and collaborate with the technical team for seamless equipment installation.
• Process Improvement: Develop and implement customer service procedures, policies, and standards to enhance service efficiency and satisfaction.
• Team Leadership & Training: Hire, train, and mentor customer service agents to maintain high performance and professionalism.
• Performance Analysis: Monitor service metrics, assess data trends, and generate reports to drive continuous improvement.

Qualifications & Skills

• Strong analytical skills for data review and process optimization.
• Leadership and mentoring abilities.
• Proficiency in Microsoft Office 365; SAP knowledge preferred.
• Experience with Amazon Sales Platforms or Auto Quotes is a plus.

Compensation & Benefits

• Competitive Salary + Bonus based on company and individual targets
• 401(k), health insurance, dental insurance, paid time off.

Location: Renton, WA

This is a full-time role with an opportunity to contribute to a dynamic, growing company in the specialty coffee equipment industry.

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