We are looking for a Coffee-Centric Customer Service & Orders Specialist to join our team and play an important role in supporting our wholesale and distribution customers. This position is ideal for someone who enjoys working with people, staying organized, solving problems, and making sure the details are handled correctly.
You will be the day-to-day point of contact for many of our B2B customers, helping manage orders, coordinate shipments, answer product questions, and ensure our customers receive the responsive, high-quality service they expect. The ideal candidate has strong communication skills, a proactive mindset, and an interest in coffee, food service, and logistics.
Key Responsibilities:
- Process and manage daily wholesale and distribution orders received by email, phone, and order management platforms.
- Coordinate with fulfillment and warehouse teams to ensure orders are accurate, complete, and shipped on time.
- Monitor open orders and shipments and proactively communicate updates or potential delays to customers.
- Quickly and professionally resolve order discrepancies, shipping issues, product questions, and other customer concerns.
- Build strong, long-term relationships with wholesale customers through responsive and personalized service.
- Provide product information and guidance related to coffee origins, roast profiles, equipment, packaging, and service options.
- Maintain accurate customer records, order notes, preferences, and account information.
- Assist with onboarding new wholesale accounts, including account setup, product selection, and initial order coordination.
- Work closely with sales, roasting, fulfillment, and logistics teams to ensure customer needs are communicated and addressed.
- Identify recurring customer needs or issues and help develop processes that improve the overall customer experience.
- Assist with other operational and customer service needs as the business grows.
Required Qualifications:
- Excellent written and verbal communication skills.
- Strong attention to detail and excellent organizational skills.
- Ability to learn and confidently navigate an extensive product catalog.
- Positive, team-oriented attitude with a willingness to jump in and help wherever needed.
- Strong problem-solving skills and the ability to take initiative without always being asked.
- Ability to manage multiple priorities while maintaining accuracy and follow-through.
- Genuine interest in helping customers succeed and building lasting business relationships.
Experience & Education:
- Bachelor’s degree or equivalent combination of education and professional experience.
- 2+ years of relevant professional experience preferred.
- Previous customer service experience required.
- Experience working with wholesale customers, order processing, logistics, or distribution is a plus.
- Previous experience in the coffee or food & beverage industry is a plus.
- Familiarity with QuickBooks and Odoo is a plus.
What Success Looks Like:
Success in this role means our customers feel taken care of. Orders are processed accurately, issues are addressed before they become problems, communication is clear and timely, and our wholesale partners know they can count on Fortuna Enterprises to follow through. This is a hands-on role for someone who takes ownership, pays attention to the details, and enjoys being an important part of a growing team.
For more than 25 years, Fortuna Enterprises, LLC has been a trusted leader in providing comprehensive solutions for coffee shops, bars, restaurants, cafés, and retail spaces across the country. From concept to completion, we partner with our customers to bring their vision to life through expert interior design, commercial equipment, specialty coffee, training, product sourcing, and ongoing support.
Proudly based in North Carolina, we also roast exceptional specialty coffee, delivering quality, consistency, and craftsmanship in every batch. Backed by a knowledgeable and approachable team of designers, coffee professionals, trainers, technicians, and industry experts, Fortuna Enterprises is committed to helping our customers build and grow successful businesses every step of the way.