Customer Service Coordinator / Coffee Specialist (B2B)

Employment Type: Full-time

Role Overview

The role focuses on delivering excellent customer experience, resolving issues end-to-end, and coordinating with internal teams to ensure smooth order and service operations.

Key Responsibilities

• Handle inbound B2B customer calls and emails professionally and efficiently
• Support order placement, product enquiries, and service requests
• Provide basic troubleshooting for machines and system/navigation issues
• Manage repair arrangements, follow-ups, and complaint resolution
• Handle billing, invoicing, and payment-related queries

• Own customer cases end-to-end to ensure resolution and satisfaction
• Manage escalations and complex service recovery situations
• Maintain high service quality and customer satisfaction standards

• Liaise with Sales, Technical, and Supply Chain teams
• Coordinate internally to resolve customer issues efficiently
• Act as a key communication bridge between teams

• Assist with supplier portal onboarding and setup
• Maintain accurate records in CRM/internal systems
• Ensure proper case tracking and documentation

• Support process improvement projects and system rollouts
• Contribute frontline feedback to improve SOPs and workflows
• Assist with ad-hoc operational tasks as needed

Requirements

• Customer service experience (B2B preferred)
• Comfortable handling high-volume calls and emails
• Basic troubleshooting skills (devices, systems, digital platforms)
• Experience with CRM, order management, or invoicing systems is a plus

• Strong verbal and written communication skills
• Calm and professional in handling complaints and escalations
• Strong coordination skills across multiple teams
• Detail-oriented and able to manage multiple cases at once
• Customer-focused with strong ownership mindset

• Experience in service recovery or escalations
• Exposure to fast-paced operational/customer support environments
• Adaptable and open to learning new systems and processes

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