Operations & Customer Service Specialist

About Us

Brewista and Bonavita are specialty coffee equipment brands built for people who take their brew seriously. Brewista targets the precision-obsessed enthusiast with premium gooseneck kettles, scales, and pour-over accessories, while Bonavita serves the everyday home brewer with reliable, approachable tools. Both brands operate under the same team and share a commitment to quality, craft, and great customer experiences.

About the Role

We're looking for a sharp, organized, and customer-focused Operations & Customer Service Specialist to join our small but fast-moving team. This is a dual-function role — you'll split your time between keeping our fulfillment and operations running smoothly and delivering outstanding support to our customers across email, chat, and phone. If you're someone who can switch gears between a spreadsheet and a support ticket without missing a beat, you'll thrive here.

Operations Responsibilities

• Fulfill customer and wholesale orders through Shopify, ensuring accuracy and timely processing
• Create and manage shipping labels; track and resolve shipment issues
• Negotiate shipping rates and identify cost-saving opportunities with carriers
• Order and manage office and warehouse supplies inventory
• File and manage chargeback responses with thorough documentation
• Check and process Amazon returns; inspect and test returned products to assess condition and resale eligibility
• Support general warehouse and logistics tasks as needed

Customer Service Responsibilities

• Manage inbound customer support tickets via Gorgias (email and chat)
• Handle inbound customer service phone calls professionally and efficiently
• Assist customers with warranty claims, returns, order inquiries, and product troubleshooting
• Resolve customer issues with empathy and ownership — finding solutions, not just responses
• Maintain accurate records of interactions and escalate complex issues when appropriate
• Contribute to improving support macros, FAQs, and internal documentation

What We're Looking For

• 1–3 years of experience in operations, logistics, customer service, or a related role
• Comfortable working or experience with Shopify or similar e-commerce platforms
• Experience with helpdesk tools (Gorgias, Zendesk, Freshdesk, or similar)
• Strong communicator — clear, professional, and friendly in writing and on the phone
• Detail-oriented with the ability to manage multiple tasks and priorities simultaneously
• Resourceful problem-solver who takes initiative and follows through
• A genuine interest in coffee or consumer products is a bonus, but not required

What We Offer

• $19 /hr full time (40hr/week), with room to grow as the company grows
• Full-time, Monday–Friday schedule — no nights, no weekends
• Paid time off, sick days, and off on all federal holidays
• A front-row seat to how a real consumer brand operates — from supply chain and logistics to e-commerce and customer experience
• Hands-on exposure to the specialty coffee industry, one of the fastest-growing segments in consumer goods
• A small, tight-knit team where your contributions are noticed and your ideas actually get heard — you won't get lost in a corporate org chart here
• Real ownership of your role from day one — this isn't a "wait for instructions" environment
• Opportunity to grow into a more senior role as we expand — we promote from within
• Generous employee discount on Brewista and Bonavita gear — great if you love coffee or want to start
• Work with products you can actually be proud of — premium tools built for people who care about their craft

Pay: $19.00 per hour

Benefits:

• Flexible schedule
• On-the-job training
• Paid time off

People with a criminal record are encouraged to apply

Application Question(s):

• Which customer service or ticketing platforms have you used (e.g., Zendesk, Gorgias, Freshdesk)? Describe your level of experience with each.
• Are you comfortable with the compensation salary range offered for this job?
• Do you have experience with platforms like Shopify, Shipstation, Woocomerce, or others? If yes please explain your experience and tasks.
• If you inherited a process that you thought was a waste of time, what would you do?
• What's something you're proud of that wasn't technically in your job description? Or anything you would like us to know about you?

Language:

• Spanish (Preferred)

Ability to Commute:

• Orange, CA 92868 (Required)

Work Location: In person