Sr. Customer Service Manager

ABOUT JAVA HOUSE

We're not just crafting cold brew, we're revolutionizing the beverage industry. At Java House, our Peel & Pour Pods are redefining how cold brew is experienced, delivering café-quality coffee with unmatched convenience – zero equipment and zero hassle, just amazingly smooth and bold flavor in every pod. Now is your chance to join a fast-growing and innovative team that is reshaping how the world views coffee. If you are energized by growth, inspired by innovation, and ready to be a part of something big – let's chat!

JOB DESCRIPTION

We are seeking a Sr. Customer Service Manager to support the Java House business by delivering exceptional service to our customers, distributors, and retail partners. This role is responsible for managing orders, resolving issues, and providing product information, while maintaining a high level of professionalism and accuracy. The ideal candidate has customer service experience, strong communication and problem-solving skills, and thrives in a fast-paced, product-driven environment.

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

QUALIFICATIONS

KNOWLEDGE AND SKILLS