Customer Service Representative

Description

The Customer Service Representative is the primary point of contact for all customers, whether they walk in, call, or reach out through digital channels including Shopify and other communication platforms. This role delivers warm, professional, proactive service by resolving issues quickly, communicating order updates promptly, and ensuring every customer interaction reflects Groundwork Coffee Roasters' high standards. This role includes data entry and sales order processing, but the defining priority is customer success and proactive solutions.

1) Customer Relations & Customer Success: Promote a warm, energetic, and welcoming demeanor in every interaction across all channels, with the goal of measurable customer success.

2) Proactive Communication & Issue Prevention: Reach out to customers immediately when any delay, backorder, or fulfillment issue arises, before the customer has to ask.

3) Problem Resolution: Handle complaints, disputes, and service failures efficiently and with composure.

4) Multi-Platform Communication Management: Manage customer communications across phone, email, Shopify, and any additional platforms to ensure consistent, redundant follow-through.

5) Time Management: Prioritize urgency, balance walk-in and digital customer needs simultaneously, and meet all response and follow-up timelines.

• Serve as the first point of contact for all walk-in customers, greeting them with a warm and professional demeanor.
• Make walk-in visitors comfortable, understand their needs, offer solutions, fill orders, and process payments.
• Address questions about products, services, promotions, and order status clearly and knowledgeably.
• Prepare the reception area for scheduled customer visits and ensure a welcoming environment at all times.
• Ensure fresh coffee is brewed and available for customers and office guests throughout the day, maintaining a hospitable and on-brand experience in a coffee roasting environment.
• Clean all coffee pots and brewing equipment at the end of each business day, leaving the area tidy and ready for the following morning.

• Answer all incoming calls to the company main line in a timely, professional, and helpful manner.
• Perform outbound calls to customers to share product knowledge, inform of promotions, and verify their ongoing success with our products and services.
• Manage and respond to customer messages and order inquiries through Shopify, ensuring all correspondence and order updates are handled and documented directly within the Shopify platform.
• Monitor and respond across all active communication platforms, maintaining redundancy so no customer message is missed regardless of the channel used.
• Circle back with customers after every encounter to confirm their needs were fully met, commitments were fulfilled, and that they are set up for continued success.

• Track order completion, shipping times, and any open or delayed fulfillments and report exceptions.
• Generate Shopify delivery reports to monitor on-time delivery performance, identify patterns in late or failed shipments, and proactively elevate issues.
• Extract customer success data from Shopify, including repeat purchase rates, order frequency, and customer retention indicators, to identify high-performing accounts and areas of opportunity.
• Compile and present Shopify performance reports to the supervisor highlighting key success metrics such as fulfillment rate, delivery accuracy, average order processing time, and customer reorder activity.
• Use Shopify reporting data to support proactive outreach, identifying customers whose orders may be at risk or who have not reordered within their typical buying window.
• Maintain awareness of Shopify reporting tools and dashboards, ensuring data is current and actionable for both the customer service team and leadership.

• Monitor open orders daily and contact customers immediately when any delay, backorder, or fulfillment issue is identified, rather than waiting for the customer to inquire.
• Review customer accounts prior to any outbound contact to identify open issues, backordered items, or pending concerns so they are addressed proactively.
• Provide clear, honest, and timely updates on order status, shipping timelines, and product availability.
• Flag recurring fulfillment patterns or service failures to the…