Customer Service Support Representative

Revised Date: August 2026

Job Title: Customer Service Support Representative

Classification: Hourly/Non Exempt

Reports To: Distribution & Customer Service Manager

Core Hours: Monday through Friday from 8:30am to 5:00pm, but may be adjusted to work events during the weekend or evening

Summary: The Customer Service Representative provides administrative, data entry, and customer support services for both Cypress Grove and Equator RTD. This role is responsible for accurate order processing, maintaining customer and product information, supporting internal systems and customer portals, assisting with documentation and reporting, and ensuring timely communication with customers, distributors, and internal departments and assisting with inventory. The Customer Service Representative serves as a key resource in maintaining efficient workflows and delivering exceptional service to both internal and external customers.

Essential Duties: The essential duties include, but are not limited to the following:

Equator Support

Equator Administrative Support - 25%

• Review all Equator order shipping confirmations and document details in both Equator’s SmartSheet software and Emmi Roth’s JD Edwards software

• Work with Equator customers to confirm weekly pickup details via email

• Coordinate order deliveries with Equator’s logistics partners

• Receive finished goods inventory into Emmi Roth’s JD Edwards system on a weekly basis

• Act as quarterback for Equator and Cypress Grove weekly team meetings to ensure follow up items are tracked and executed

• Manage sample inventory replenishment at Equator Coffees roastery

Equator Coffee Order entry and Logistics - 10%

• Manage and process Equator orders in BC, Smartsheet, and on SharePoint including PO entry, BC order posting, BOL creation, and communication with Ayers Distributing.

• Communicate with Ayers the pick schedule, Inventory, and weekly logistics.

• Work with Equator’s Managing Director and the Equator Production team to ensure successful order fulfillment.

Equator Scheduling - 5%

• Provide backup for production schedule

• Laison with CG production staff for troubleshooting

Cypress Grove Support

Customer Service Support - 35% (up to 50% when Distribution and Customer Service Manager is OOTO)

• Enter local customer orders in BC and send confirmation emails

• Enter new POs and revisions; manage allocations; communicate with carriers/customers; prepare shipping documentation.

• Send weekly BOLs and COCs to customers.

• Monitor shared customer service email inbox and respond to inquiries or route requests appropriately.

• Support fulfillment operations through order coordination and workflow monitoring

• Backup fulfillment for communication with shipping partners, freight carriers, UPS and FedEx

• Order entry for sales and marketing, samples and events

Front Office/Admin Support - 10% (Up to 20% when Administrative Assistant is out of the office)

• Backup front office coverage including answering phones, managing customer pickups and visitors.

• Process employee and marketing orders.

• Assist with Grover event logistics.

• Backup Finance Processes for deposits and check printing

• Assist with special projects and administrative assignments as directed

Special Projects & Events – 10%

• IDDBA

• Manage booth applications, space assignments, electrical planning, refrigeration storage, deliveries, badges, material/cheese orders, travel arrangements, COIs, forms, and show communication.

• NRA

• Manage booth logistics (as above)

• Fancy Food Show

• Cheese/material orders, and meeting scheduling.

• Awards Submission Team

• Support with product submissions and logistics.

Various other Tasks - 5%

Managing product for special events and awards

• Soft-ripened aging: coordinate special batches, pull cheese, manage aging storage, and maintain tracking.

• LC & MM 12oz and sampling inventory: coordinate Sales/Marketing needs with Production.

• Management of the Store Locator tool

Expectations

All Cypress Grove employees are required to perform their duties with the following expectations in mind:

• Work together toward common goals and values including ethics, judgement, professionalism, adaptability, and dependability.

• Perform all work in compliance with Quality Control & Safety Measures.

• Take responsibility for learning the skills necessary to do your job.

• Communicate any lack of understanding or confusion to address training needs.

• Communicate effectively and positively with supervisors and coworkers.

• Work efficiently at all times, and fulfill your supervisor’s expectations.

Physical Demands

The characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Frequently required to sit for long periods of time, and occasionally required to stand for long periods of time

• Dexterity to operate computer keyboard, mouse, and other devices and objects as necessary

• Must occasionally kneel, stoop, crouch and twist

• Must be able to lift 25 pounds