The Customer Service Representative is responsible to assist residential and commercial customers in answering their questions and concerns regarding their coffee orders. The key success factor in this role is to quickly and accurately process all customer orders and create invoices through our systems, while maintaining a positive customer experience and contributing to a dynamic team environment.

ROLE SPECIFIC RESPONSIBILITIES:

• Customer requests are answered quickly and accurately, ensuring a positive experience for the customer.

• Print residential orders daily and process all commercial customer orders

• Update various internal monitoring data

• Support Administrative Operations Team:
  Convert purchase orders (POs) into invoices
  Coordinate pallet shipments with carriers.
  Create machine invoices (retrieve serial numbers, coordinate pallet assembly with the production team)

• Assist Customer Service when the order workload is too high:
  Perform B2B invoicing via phone or email.
  Process payments for invoicing.
  Register new B2B clients on Shopify.
  Open commercial B2B accounts on QuickBooks Online (QBO).
  Handle invoicing, orders, and order preparation when the B2B client is on-site.
  Fill out the daily orders summary table.
  Process residential D2C orders every morning.
  Answer all customer inquiries via phone and email regarding subscriptions/concerns and resolve issues.

SKILLS AND QUALIFICATION:

• Excellent customer service skills and ability to solve problems, providing positive solutions for customers.

• Proficient in MS Office, and preferred experience in Shopify, QuickBooks, Shipstation, etc.

• Excellent problem-solving, organizational, and communication skills.

• Ability to work flexible hours, including weekends or shifts, as needed.

• Bilingual in both English and French, verbal and written.