Customer Service Coordinator

Customer Service Coordinator Overview COMPANY PROFILE: Royal Cup, Inc. is the proven leader in sourcing, roasting, blending, and distributing high-quality coffees and fine teas since 1896 and is the chosen partner for restaurants, hotels, offices, and commuters across the country. We are a family-owned business rooted in a longstanding tradition of coffee roasting excellence that takes pride in our unparalleled dedication to customer care.

We are a large, privately held national importer, roaster, and distributor of coffees, teas, and related products that have been in business for more than 125 years. Royal Cup, Inc. currently provides products, equipment, and service to restaurants, hotels, convenience stores, businesses, and individuals throughout the United States, and we are growing!

At Royal Cup, Inc. having a customer-centric focus is not simply a motto; our employees believe we each have a responsibility to provide outstanding service to our customers. Our customer-centric focus results in actions we live by that not only retain our current customer base but grow our presence with new, high-impact accounts across the country based on exceptional products and service.

We believe serving our customers well, serves us well. We are results-oriented and strive to not only retain our current customer base but grow our presence with new, high-impact accounts across the country by offering exceptional products and service. Royal Cup Coffee and Tea strives to be sustainably minded and a good corporate steward in all business endeavors.

It is also what others expect of us – our employees, our customers and vendors, our local communities, and the coffee and tea industry we help represent. This mindset permeates the actions we take today for tomorrow.

BENEFITS

Royal Cup Coffee offers a competitive compensation plan and a comprehensive benefits program. On top of being a part of a well-caffeinated team, the benefits program includes healthcare, dental, vision, 401(k), company-paid life and disability insurance, Flexible Spending Account plan, select tuition reimbursement, paid parental leave, remote work opportunities, paid holidays, and vacation time.

We also provide ongoing training that is designed to provide maximum success for our employees. Royal Cup is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status.

For individuals with disabilities who would like to request an accommodation, please contact us at 1-800-366-5836.

POSITION SUMMARY

& RESPONSIBILITIES: The Customer Service Coordinator reports to the Customer Service Manager. The Customer Service Coordinator acts as the liaison between the customer and Royal Cup. This role processes incoming calls from internal and external customers, resolves customer requests, questions, and complaints, and analyzes situations to determine the best use of resources.

Key Responsibilities include

Communicate clearly and concisely to graciously deal with customer interactions. learn the operations, services, and activities of Customer Service or Espress Ship programs. Respond tactfully and courteously with the public in answering customer inquiries and complaints. Process orders and product returns and handle after-hours customer calls.

Interpret customer problems and explain program policies and procedures to resolve them. Perform general clerical work using independent judgment and personal initiative including maintaining files, records, and copying. Work in situations with hostile customers and maintain the ability to de-escalate hostile situations.

Operate a variety of office machinery including a computer, network printer, and multi-line switchboard. Establish and maintain effective working relationships with those contacted in the course of work. All other duties as assigned. POSITION REQUIREMENTS: Minimum of High School Diploma and/or equivalent (i.e., GED) 1-2 years of Customer Service experience preferred.

Preferably in a high-volume call center. Experience working with postal, and Fed-Ex shipping systems. Strong computer skills – intermediate level Excel and Word. SAP experience is highly preferred Excellent written and verbal communication skills. Some physical requirements may include Frequent sitting, standing, walking, reaching, typing, reading, talking, and hearing.

The ability to lift up to 15 pounds. Ability to successfully complete the pre-employment process.