Industry Beans is an award-winning specialty coffee brand with market leading wholesale and eCommerce operations supported by premium hospitality and retail venues across Australia. From grassroots beginnings. Industry Beans has developed into a refined and innovative brand with
significant existing business and exciting growth opportunities
About the Role
Industry Beans is looking for a Part-time Customer Service Agent to support the Customer service team with general customer service experience and billing support for Industry Beans customers across email, phone and website.
This role will be 3 days a week and the first and primary contact for Industry Beans customers; therefore, a strong focus on timeliness and quality service and responses is crucial to success. The Customer Service Agent will primarily work across the e-commerce and wholesale sales channels, while providing general support for customer enquiries. The ideal candidate will have an ability to communicate clearly across the business to ensure effective customer focused outcome.
Key Requirements & Responsibilities:
- Managing Customer Service enquiries by responding to and triaging enquiries across multiple brands and sales channels
- Responding to and/or re-directing customer service enquiries via Email, Phone and Live Chat
- Supporting customers throughout the purchasing procedure including onboarding, offboarding and account updates for both eCommerce and wholesale customers
- Assisting with order support including delivery tracking, issue resolution, product enquiries and website navigation to support customer outcomes and conversions
- Managing outstanding invoices, expired payment details and supporting accounts receivable queries
- Supporting the Sales Team with customer requirements, including proposals and capturing opportunities within CRM systems
- Assisting with product returns, warranty claims and basic troubleshooting of equipment, escalating where required
- Working with fulfilment and warehouse teams to resolve customer order and stock issues
- General data entry including customer file management, inventory coordination and stocktaking
- Maintaining accurate customer, product and pricing data
across systems and supporting system updates
- Contributing to improvements in customer service processes, systems and automation
- Ad-hoc office administration and company support as required, including ordering stationery, goods receival, equipment maintenance and general office coordination
The Successful Applicant Will Have:
- Passion for delivering exceptional customer service
- Highly organised with strong attention to detail with strong communication skills
- Comfortable working across systems and digital platforms
- Experience in customer service or similar role (2+ years preferred)
- Ability to work cross-functionally in a fast-paced environment
- The availability to work Monday, Tuesday, Friday.
Our Culture & Employee Benefits
Industry Beans is committed to an inclusive and healthy, skilled and dedicated workplace culture. As a Team Member at Industry Beans, you can enjoy a wide range of benefits including:
- Generous benefits and discounts
- Up to $300 of Health and Wellness allowance
- Training and development with growth opportunities
- Inclusive and supportive culture
- Unlimited Coffee to drink
If this role interests you, please submit a copy of your Resume and detailed Cover Letter.
