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Customer Service Representative

Full-Time, Between 30 to 40 hours per week

You'll connect with existing wholesale and web customers and support them by inputting orders, coaching through new systems, and educating on new products and opportunities. Provide customer feedback, marketing, and equipment needs to the wholesale team.


  • Be the primary liaison between Taylor Lane and our wholesale Food Service customers.
  • Receive orders via phone, text, and email and input into QuickBooks.
  • Send orders to co-packer via Dropbox.
  • Confirm with customers receipt of orders via email and text.
  • Follow up with Food Service customers who have not ordered on their scheduled day.
  • Communicate with MFCT shipping department regarding special order details, updated product inventory, and resolution of any shipping and delivery issues.
  • Provide timely information  regarding any delivery issues to Retail Operations & Customer Service Manager.
  • Facilitate and coordinate emergency deliveries with wholesale team.
  • Communicate with Food Service customers about any marketing, equipment, or product needs and share with wholesale team.
  • Coordinate distribution of marketing materials to customers.
  • Input Shopify web orders into QuickBooks and send to copacker via Dropbox.
  • Communicate with Web customers about any product or delivery issues, taking immediate action to find a resolution.
  • Help communicate and facilitate the execution of all price changes, new product releases, and brand rationalization with Food Service customers.
  • Coordinate distribution of new product materials and samples to all Food Service customers.
  • Offer timely communication and reply to requests within 24 hours.
  • Input twice-weekly coffee bar orders into QuickBooks and send to copacker via Dropbox.
  • Input manual invoices into QuickBooks.
  • Display high level of professionalism.
  • Contribute to the wholesale team in a positive manor, offering constructive ideas to better serve our customers
  • Coordinate Taylor Lane owned equipment servicing with Dolce Neve.


Warehouse & Equipment Service Support 

The Warehouse & Equipment Service Support person is responsible for keeping records of all products shipped and received at our San Rafael warehouse, and for preparing and shipping UPS orders. Receive products and verify accuracy of deliveries. Assess equipment service issues, making basic repairs where possible and coordinating equipment service when necessary. Company vehicle will be provided for service calls as needed.


    • Receive product and check against delivery paperwork to ensure accuracy
    • Unpack deliveries and stock product in warehouse using FIFO
    • Print invoices and create shipping labels for UPS shipments
    • Prepare orders for UPS delivery
    • Maintain records of incoming and outgoing shipments
    • Assess equipment servicing needs, making basic repairs when possible
    • Coordinate servicing of equipment by outside technician when necessary
    • Clean bulk bins
    • Minimal forklift duties
    • Other duties assigned


    Delivery Driver/Merchandiser

    The Route Driver is the face of the company, while maintaining and building excellent client and customer relationships. The Route Driver is responsible for the efficient delivery and merchandising of coffee and related products to a predetermined customer base on scheduled delivery days, while providing exemplary customer service. This position includes a company car.


    • Manage a route of grocery and food service customers
    • Deliver on established sales and goals by maintaining effective and efficient delivery schedule
    • Develop a relationship with and provide service and products to existing customers that ensures customer retention and customer loyalty
    • Regularly connect with coffee buyer or grocery staff that oversees the coffee area to maintain and strengthen customer relationship
    • Complete service calls, resolving customer problems or complaints; respond to customers’ needs in a safe and timely manner
    • Protect company assets, including collection of equipment and payments as necessary
    • Offer timely communication. Reply to calls and emails promptly
    • Fill bulk bins and shelved cans, rotating producing using FIFO
    • Assist with the rotation of bulk bins at grocery accounts. Bins are to be rotated every 3 months
    • Utilize the available time to organize daily invoicing and business partner information