Customer Service Rep and Office Assistant

About Us Brewista and Bonavita are specialty coffee equipment brands built for people who take their brew seriously. Brewista targets the precision-obsessed enthusiast with premium gooseneck kettles, scales, and pour-over accessories, while Bonavita serves the everyday home brewer with reliable, approachable tools. Both brands operate under the same team and share a commitment to quality, craft, and great customer experiences. About the Role We're looking for a Customer Service Representative who genuinely enjoys helping people. This is a dedicated support role — you'll be the voice and face of our brands for customers reaching out about orders, products, warranties, and returns. If you love coffee, care about doing right by customers, and thrive in a fast-paced environment, you'll fit right in. This is a great entry point into the e-commerce and consumer goods world. You'll learn how a real brand operates, gain exposure to tools used across the industry, and have a clear path forward if you want to grow. Job Responsibilities Manage inbound customer support tickets via Gorgias (email and chat) Handle inbound customer service phone calls in a professional, friendly manner Assist customers with orders, shipping questions, product troubleshooting, warranties, and returns Process return and warranty requests accurately and efficiently Resolve issues with empathy and ownership — you find solutions, not just answers Maintain accurate records of customer interactions Identify recurring issues and flag them to the team for process improvement Contribute to FAQs, help articles, and support macros Check and process Amazon returns; inspect and test returned products to assess condition and resale eligibility Support general warehouse and logistics tasks as needed Office & Operations Support Assist with order processing, invoicing, and shipment tracking Coordinate with fulfillment and logistics teams to resolve issues quickly Support scheduling, correspondence, and general administrative tasks Maintain organized digital and physical records Assist with office supply and inventory management What We're Looking For Prior customer service experience (retail, hospitality, e-commerce, or phone support all count) Clear, warm, and professional communicator — both written and verbal Patient and empathetic, especially with frustrated customers Organized and able to manage a queue of tickets without things slipping through Comfortable learning new software and tools quickly Experience with Gorgias, Zendesk, or a similar helpdesk platform is a plus Critical thinking skills, ability to identify issues and provide suggestions to improve overall operations efficiency A love of coffee or specialty products is a genuine bonus here What We Offer $18/hr starting base pay Full-time or part-time scheduling — we're flexible on hours for the right person A people-first environment where you're empowered to actually help customers, not just follow a script Real exposure to how a growing e-commerce brand operates day to day Get your foot in the door of the specialty coffee industry — it's a passionate, fast-growing world Small team means your work is seen, your ideas are heard, and you're not just a ticket number Generous employee discount on Brewista and Bonavita gear — great if you love coffee or want to start Full-time, part time, Monday–Friday schedule — no nights, no weekends Paid time off, sick days, and off on all federal holidays A small, tight-knit team where your contributions are noticed and your ideas actually get heard — you won't get lost in a corporate org chart here Real ownership of your role from day one — this isn't a "wait for instructions" environment Pay: $18.00 - $20.00 per hour Expected hours: 20.0 – 30.0 per week Benefits: Flexible schedule People with a criminal record are encouraged to apply Application Question(s): Are you comfortable with the compensation listed for th…

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