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Java House · 1 week ago

Sr. Customer Service Manager

Carmel, IN

Full-time

Onsite

Mid, Senior Level

3+ years exp

Java House is a fast-growing company revolutionizing the beverage industry with their innovative cold brew products. They are seeking a Sr. Customer Service Manager to deliver exceptional service to customers, manage orders, resolve issues, and provide product information while maintaining professionalism and accuracy.

CoffeeE-CommerceFood and BeverageRetail

Hiring Manager

Alexia Fisher

Responsibilities

Serve as the primary point of contact for all Java House B2B and B2C customers

Support order processing and entry, product shipments, customer portal questions, troubleshoot portal issues, product information, and maintain customer accounts

Handle all inbound calls and emails in an appropriate manner

Collaborate with Sales, Logistics/Supply Chain, Marketing, and Operations to address customer needs and resolve issues in a timely manner

Build strong relationships with customers and retail partners to support long-term loyalty

Maintain detailed and accurate records of customer interactions using CRM (Salesforce)

Provide all feedback to internal teams to improve service, product quality, and processes

Track and report order shorts, and lost sales and identify root causes

Qualification

Customer service experienceCRMERP softwareLeadership experiencePower BI analysisFoodBeverage knowledgeCustomer relationship managementInterpersonal skillsProblem-solving skillsProject management