Customer Service and Office Administrator

Customer Service and Office Administrator

George Howell Coffee is a specialty coffee roaster with several cafés in Greater Boston and a roastery in Acton, MA. We are growing rapidly and offer opportunities for individuals to join our team.

Location: Acton, MA

Schedule: Full‑Time, Monday–Friday, In Office

Reports To: Marketing Director

EOE Statement: We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

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 and office administrator to serve as the first point of contact for customers, wholesale partners and office visitors. This role combines customer service, office administration and cross‑functional operational support. Responsibilities include managing customer inquiries, greeting roastery visitors, assisting with wholesale order issues, coordinating with production and fulfillment teams to resolve problems and ensuring the office and roastery environment is professional, organized and welcoming.

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 the 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 expect the compensation range to be $24.00 to $26.00 per hour.