Service Coordinator

POSITION: Service Coordinator

CLASSIFICATION: Non-exempt
REPORTS TO: Director of Wholesale
COMPENSATION: $28.00 - $35.00

In 1995, Equator Founders Helen Russell and Brooke McDonnell began their values-driven path, roasting coffee in a Marin County, CA garage. Possessing an obsessive commitment to green coffee sourcing and unparalleled roasting expertise, Equator has committed over 30 years to sustainable and fair trade coffee practices all in the name of creating a remarkable coffee experience for consumers. Today, Equator Coffees is a retail and wholesale coffee roaster and coffee farm owner with twelve retail cafes throughout California—from Marin County to San Francisco to Oakland to Los Angeles and beyond.

Throughout the years, Equator Coffees has spearheaded industry-leading sourcing and roasting practices, and has forged progressive partnerships with Michelin-starred chefs, specialty grocers, tech campuses, and more. Women-owned, LGBTQ-founded, and an early adopter of Fair Trade and Regenerative Organic certifications, Equator Coffees is the first California coffee roaster to achieve B Corp Certification.

The Service Coordinator is the primary administrative owner of equipment service requests for Equator's wholesale partners and company cafes. This position receives and documents requests, conducts initial remote troubleshooting within established guidelines, dispatches internal technicians or third-party service partners, tracks each case through resolution, and completes the related service billing and records. The Service Coordinator works closely with Account Managers, Sales, Customer Service, field technicians, third-party vendors, Retail Operations, and Accounting to provide timely, professional support and reliable follow-through.

Success in this role requires excellent phone and written communication, sound judgment, strong organization, accurate system documentation, comfort working across multiple software platforms, and consistent availability during the assigned Wednesday-through-Sunday schedule
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• Monitor and respond to the shared service email inbox, business phone line, voicemails, case queue, and other designated service channels throughout the scheduled workday.
• Answer service calls and communicate with wholesale partners, cafe teams, vendors, and internal stakeholders in a timely, calm, professional, and solutions-oriented manner.
• Gather complete intake information, including account and location, contact information, equipment type and identifying details, symptoms or error codes, business impact, urgency, relevant photos or video, and troubleshooting already attempted.
• Conduct initial remote troubleshooting within established procedures; elevate issues that require technical expertise, management approval, or immediate field response.
• Set realistic expectations and provide proactive status updates until the issue is resolved or formally handed off.

• Create a complete case or service record for every request in the designated CRM, ERP, and/or ticketing system on the day it is received.
• Review account service terms, equipment history, warranty status, service coverage, and approved routing information before dispatching when available and applicable.
• Dispatch requests to the appropriate internal technician or approved third-party service vendor and confirm receipt, ownership, scheduling, and the next action.
• Maintain accurate case status, notes, contacts, commitments, technician updates, parts needs, appointments, and follow-up dates so the record reflects the current state of the work.
• Follow up consistently with technicians, vendors,…