Jobs

Grit Coffee

Grit - Customer Support

Job Overview

At Grit Coffee, we honor the hustle.

Grit Coffee is a premier coffee roaster and distributor based out of Charlottesville, VA, with shops in Charlottesville, Richmond, and Williamsburg. Our core focus is to offer a high-quality and approachable coffee experience by thoughtfully roasting and serving great coffee. We believe in the importance of sustainability, ethical sourcing, and community support.

We seek to build a diverse, vibrant and creative team of individuals that will help us strengthen our brand with their unique experience. We will train new hires on how to preform all aspects of the job.

Successful Grit coffee employees love serving and being around people and align with our core values: 

Care - We take pride in everything we do and refuse to settle for mediocrity, with the goal of serving with excellence. 

Hard Work - We take our work seriously, combining individual diligence with collective collaboration, and never cutting corners. 

Initiative - We act without prompting, proactively making the effort to exceed expectations. 

Fun - We find joy in the work we do and welcome opportunities for laughter. 

Thoughtful - We are intentional in our approach to hospitality and our pursuit of excellence in everything we do.

  • SUMMARY 

    The role of Customer Support handles orders across phone, email, and online platforms, ensuring accuracy, timely fulfillment, and coordination with internal teams. It also supports AR follow-up and provides outstanding service by building strong customer relationships.

    RESPONSIBILITIES 

    CUSTOMER ORDERS & ACCOUNT SETUP

    • Receive incoming customer orders via phone, email, online platforms, and purchase orders (POs); includes handling WFM POs that must be converted into invoices.

    • Enter customer orders into QuickBooks weekly and coordinate with internal teams to ensure timely and accurate order fulfillment, including delivery routes.

    • Maintain subscription assignments and order fulfillment schedules.

    • Support new customer onboarding: receive and process New Customer Forms, add customers to QuickBooks and Now Commerce (NC), and send login credentials for portal access.

    • Assist customers with navigating the online ordering process and troubleshoot technical issues.

    NOW COMMERCE PORTAL MANAGEMENT

    • Own and manage the Now Commerce platform, including:

      • Adding new customers

      • Updating customer pricing and catalogs

      • Maintaining accurate product listings and availability

    ACCOUNTS RECEIVABLE & PAYMENT PROCESSING

    • Conduct initial outreach and follow-up regarding outstanding invoices, overdue accounts, and payment options.

    • Process payments for customers with saved credit cards.

    • Issue service invoices and manage account-related communication as needed.

    DISTRIBUTOR SUPPORT

    • Support Grit management with distributor-related communication and requests as needed, even if infrequent, including Rainforest, Canteen, Commonwealth Joe, UNFI, and others as assigned.

    CUSTOMER SERVICE

    • Respond promptly and professionally to customer inquiries, concerns, and complaints.

    • Demonstrate empathy, problem-solving, and a commitment to customer satisfaction.

    • Strive to exceed customer expectations and build long-term customer relationships.

    REPORTS TO: Travis Mason |  VP, Head of Coffee

  • Part-Time

  • Pay $18.00/hr

  • 20 - 30 hrs per week

    You will be expected to attend the following meetings:

    • Bi-Weekly 1x1 with Warehouse Distribution Manager

If you are interested in applying for this position, email jobs@gritcoffee.com. Please include a cover letter and resume.