Customer Service & Sample Dispatch Assistant

About the role

To ensure Cafe Imports Australia's customers receive prompt, accurate and welcoming service, and to manage the flow of coffee samples that connects those customers to our offerings. To support the Sales team with reliable sample dispatch, follow-up and record keeping, and to contribute positively to the Cafe Imports Australia reputation and culture.

Key responsibilities

Customer Service

a.  Act as a first point of contact for customer enquiries by phone and email, responding within agreed service timeframes.

b.  Handle calls, emails and orders for house accounts, and act as the day-to-day owner of those relationships.

c.  Take and process customer orders accurately, including pricing, delivery instructions and special requirements.

d.  Assist customers with information requests, product selection and service needs wherever possible.

e.  Handle first order follow-ups for house accounts.

f.  Exercise discretion when discussing coffee matters and contract entry with customers and escalate where a higher level of knowledge is required.

g.  Work with the Australian Director to determine when a house account should be handed to a Sales Rep.

h.  Keep customers informed on order status, ETAs and tracking, and give proactive notice of delays or shortages.

i.  Expedite the shipment process when needed with Warehouse & Logistics partners.

j.  Resolve order issues, shortages, damages, incorrect deliveries, and coordinate credits, replacements and returns.

k.  Maintain accurate customer records, contact details and order history.

l.  Contribute positively to the Cafe Imports Australia reputation and culture through welcoming, educated and engaging connections.

Sample Dispatch

a.  Receive and log sample requests from customers, Sales and the Sensory team, and track each through to delivery.

b.  Pick, weigh, label and pack coffee samples to specification, with correct lot identification every time.

c.  Book couriers, prepare consignment notes and dispatch documentation, and track deliveries through to receipt.

d.  Maintain the sample register so every sample is traceable to a customer, lot, contact and date.

e.  Monitor sample stock levels, flag low or ageing inventory, and coordinate replenishment.

f.  Keep the sample room and dispatch area clean, organised and compliant with food safety and WHS requirements.

Sales Support

a.  Follow up with customers after sample dispatch and pass feedback back to the Sales team.

b.  Assist with quotes, product information and account follow-up.

c.  Prepare sample kits and materials for customer visits, events and trade shows.

d.  Act as an ambassador for Cafe Imports with our customers, to increase brand awareness & loyalty.

Team Support & Coverage

a.  Provide backup for reception and for other customer service staff in the event of staff shortages or high incoming customer demand.

b.  Process orders as delegated by Sales Reps, and orders submitted through the customer portal.

c.  Work with the Australian Director and wider team to support Cafe Imports Australia's service & sales objectives in the absence of any team member.

d.  Demonstrate an “all hands on deck” teamwork attitude ahead of daily dispatch cut-offs.

e.  Assist with event staffing, planning and participation, as requested.

f.  Assist with stocktakes, inventory reconciliation and general dispatch administration.

Confidentiality

a.  Support the company's objectives relating to confidentiality.

b.  Know what constitutes confidential information.

c.  Know which parties — third parties and/or internal employees — may be privy to what information.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications/Skills

Experience & Eligibility

a. 1+ years of client-facing experience (sales, customer service, buyer support or similar).

b.  Full working rights in Australia.

c.  Current driver's licence and willingness to travel occasionally for events or customer visits.

Core Competencies

a.  Excellent knowledge of MS Office, particularly Excel and Outlook.

b.  Strong written and verbal communication, and a calm and professional manner under pressure.

c.  Strong mathematical skills — confident with weights, quantities, pricing and reconciliations.

d.  High attention to detail — accuracy with labels, weights, lot numbers, contracts, delivery orders (DOs) and supporting documentation.

e.  Prioritising, time management and organisational skills, with the ability to work to daily dispatch cut-offs.

f.  Relationship management skills and openness to feedback.

g.  Self-directed and dependable, including when working remotely.

Coffee & Logistics Knowledge

a.  Coffee culture and knowledge preferred, with a clear interest in developing product knowledge and palate.

b.  Demonstrate knowledge of traffic and logistical concepts, including freight, courier and consignment processes.

c.  Awareness of current trends and direction of the Australian specialty coffee market.

d.  Ability to communicate specific coffee applications and attributes to customers.

e.  Awareness of food safety and quality documentation requirements.

Systems & Administration

a.  Confident using order processing, inventory and CRM systems, and quick to learn new platforms.

b.  Accurate data entry and disciplined record keeping across sample and order registers.

c.  Ability to produce and maintain dispatch documentation to a consistent standard.

Working conditions

This role works Monday to Friday, 8:00am – 4:00pm, with a minimum of three days per week on site. On-site days cover sample dispatch and any hands-on warehouse work; customer correspondence and administration may be completed remotely on the remaining days. Work is split between the office, the sample room and the dispatch area. Occasional flexibility may be required around dispatch cut-offs, stocktakes and events; any overtime will be assessed and balanced out by Australian Director to ensure fair workload.

Physical requirements

This role requires light to moderate manual handling, including lifting and moving sample boxes, cartons and the occasional coffee bags in and out of the office and sample room. Full coffee bags are not to be lifted or moved unassisted; these are handled with mechanical assistance or as a supervised two-person task. The role involves periods of standing at the dispatch bench, along with repetitive tasks such as weighing, packing and labelling samples.

How to Apply:

• E-mail cover letters and résumés to ****@cafeimports.com. Please, no calls. 

• Visit our website to learn more about us: www.cafeimports.com