About the Role As a Customer Service Specialist, you'll be the first point of contact for our customers and café partners, helping them with orders, enquiries and solutions across multiple channels. You'll work closely with our Sales, Supply Chain, Marketing and Operations teams to ensure customers receive timely support and a seamless experience from order through to delivery. This is a varied role combining customer service, sales support, administration and customer engagement. You'll have the opportunity to build strong relationships, contribute to process improvements, and provide valuable insights that help drive customer satisfaction and business growth. What You'll Be Doing Customer Service Deliver exceptional customer service across phone, email, SMS, social media, web portals and other customer platforms. Respond promptly to customer enquiries and resolve issues efficiently and professionally. Manage customer requests through to resolution, ensuring a positive experience at every touchpoint. Act as a key link between customers, Business Development Managers and internal departments. Maintain accurate customer records and interactions within CRM systems. Generate customer service and performance reports to identify trends and opportunities for improvement. Provide customers with product information and recommendations. Sales & Operations Support Process and manage customer orders, returns and account requests. Ensure orders are accurately entered, tracked and delivered on time. Work closely with Supply Chain and Dispatch teams to coordinate smooth service delivery. Support the Sales team with CRM administration, reporting and customer communications. Coordinate special ordering periods and customer communications around public holidays and operational changes. Assist with customer events, functions and industry conferences. Contribute to the continuous improvement of customer service processes and procedures. Marketing & Customer Engagement Support the execution of customer engagement and marketing campaigns. Assist with customer feedback surveys and customer experience initiatives. Work collaboratively with Marketing and Sales teams to track campaign performance and outcomes. Prepare reports and insights that help improve customer engagement and retention.