Position Overview
The Dispatch and Customer Service Coordinator ensures the smooth execution of order fulfillment, exceptional customer service, and efficient management of inventory and inwards goods for our specialty coffee roastery. This role also provides critical support to our subscription services and warehouse operations. As a key touchpoint for both customers and internal teams, this role drives productivity, efficiency, and a customer-centric approach across all responsibilities.

Key Responsibilities
1. Dispatch
Oversee the packing and distribution of wholesale and online coffee orders.
Coordinate with the team to ensure a seamless system for:
Collecting customer orders in a timely manner.
Invoicing, packaging, and preparing orders for delivery or collection.
Ensure productivity and efficiency in all dispatch processes.
Work with couriers and delivery systems to track and resolve any logistical issues.

2. Customer Service
Manage all incoming and outgoing customer communications (calls and emails).
Oversee the customer database, B2B ordering portal, and phone/email-based sales.
Process and manage:
Website orders.
Air NZ Airpoints orders.
Kindo and coffee subscription orders.
Sponsorship or partnership orders.
Address and resolve customer inquiries, directing issues to relevant team members when needed.
Maintain a customer-focused approach, ensuring all interactions reflect our brand values and service standards.
Support occasional customer deliveries using the company van when necessary.

3. Inwards Goods, Inventory, and Stock Control
Manage inwards goods by:
Checking and receiving products promptly.
Overseeing weekly rolling stocktakes.
Managing procurement alongside the Warehouse Supervisor.
Maintain adequate inventory of all equipment and consumables, including non-pressurized brewing apparatus, coffee cups, and lids.
Use inventory management tools like Unleashed to monitor stock and ensure sufficient supply for orders.
Keep inventory storage areas clean, hygienic, and well-organized.

4. Warehouse Management and Coffee Packing Support
Oversee warehouse operations, ensuring adherence to:
Visitor health and safety protocols.
Food Control Plan (FCP) requirements.
Cleaning and preventative maintenance schedules.
Provide support with coffee packing and fulfillment as needed.
Maintain high cleanliness standards, ensuring the workspace remains tidy during working hours.
Ensure all customer sightlines into the roastery reflect professional and clean operations.

5. Subscription Management
Oversee all subscription and website orders, ensuring timely and accurate processing.
Manage customer communications for subscription services, including reminders for anniversaries or renewal dates.
Monitor and address customer feedback, striving for high satisfaction levels.

6. Continuous Improvement and Collaboration
Identify areas for improvement in dispatch and customer service processes.
Collaborate with the Warehouse Supervisor and other team members to streamline operations.
Provide feedback to management on recurring challenges and potential solutions.

Key Measurements of Success
Order Accuracy and Timeliness
On-time dispatch of orders.
Customer Satisfaction
Positive feedback and high ratings from wholesale and retail customers.
Prompt and effective resolution of customer inquiries

Inventory Management
Maintain inventory levels to meet order demands without shortages.
Conduct timely and accurate stocktakes.
Operational Efficiency
Minimize delays or errors in dispatch and inwards goods processes.
Effective use of tools like Unleashed for inventory and order management.
Team and Collaboration
Positive feedback from internal teams on collaboration and efficiency.
Proactive contributions to improving processes and workflows.

Qualifications & Skills
Previous experience in dispatch, logistics, or customer service (experience in the coffee or hospitality industry is a plus).
Excellent communication and interpersonal skills.
High level of organisation and attention to detail.
Proficiency in inventory and dispatch management tools (training provided as needed).
A proactive and solution-focused approach to challenges.
Enthusiasm for specialty coffee and willingness to learn about our products.
Valid, full NZ driver license

What We Offer
A supportive team environment in a growing specialty coffee roastery.
Opportunities for professional development, including coffee industry training.
Competitive salary
A chance to play a critical role in delivering exceptional coffee experiences to our customers.