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  • Service Coordinator
    Service Coordinator
    12 hours ago
    $28–$35 hourly
    Full-time
    San Rafael

    POSITION: Service Coordinator CLASSIFICATION​: Non-exempt REPORTS TO: Director of Wholesale COMPENSATION: $28.00 - $35.00 About Equator In 1995, Equator Founders Helen Russell and Brooke McDonnell began their values-driven path, roasting coffee in a Marin County, CA garage. Possessing an obsessive commitment to green coffee sourcing and unparalleled roasting expertise, Equator has committed over 30 years to sustainable and fair trade coffee practices all in the name of creating a remarkable coffee experience for consumers. Today, Equator Coffees is a retail and wholesale coffee roaster and coffee farm owner with twelve retail cafes throughout California—from Marin County to San Francisco to Oakland to Los Angeles and beyond. Throughout the years, Equator Coffees has spearheaded industry-leading sourcing and roasting practices, and has forged progressive partnerships with Michelin-starred chefs, specialty grocers, tech campuses, and more. Women-owned, LGBTQ-founded, and an early adopter of Fair Trade and Regenerative Organic certifications, Equator Coffees is the first California coffee roaster to achieve B Corp Certification. Position Summary The Service Coordinator is the primary administrative owner of equipment service requests for Equator's wholesale partners and company cafes. This position receives and documents requests, conducts initial remote troubleshooting within established guidelines, dispatches internal technicians or third-party service partners, tracks each case through resolution, and completes the related service billing and records. The Service Coordinator works closely with Account Managers, Sales, Customer Service, field technicians, third-party vendors, Retail Operations, and Accounting to provide timely, professional support and reliable follow-through. Success in this role requires excellent phone and written communication, sound judgment, strong organization, accurate system documentation, comfort working across multiple software platforms, and consistent availability during the assigned Wednesday-through-Sunday schedule. ESSENTIAL RESPONSIBILITIES Service Intake and Customer Communication • Monitor and respond to the shared service email inbox, business phone line, voicemails, case queue, and other designated service channels throughout the scheduled workday., • Answer service calls and communicate with wholesale partners, cafe teams, vendors, and internal stakeholders in a timely, calm, professional, and solutions-oriented manner., • Gather complete intake information, including account and location, contact information, equipment type and identifying details, symptoms or error codes, business impact, urgency, relevant photos or video, and troubleshooting already attempted., • Conduct initial remote troubleshooting within established procedures; escalate issues that require technical expertise, management approval, or immediate field response., • Set realistic expectations and provide proactive status updates until the issue is resolved or formally handed off. Case Management Dispatch and Follow Through • Create a complete case or service record for every request in the designated CRM, ERP, and/or ticketing system on the day it is received., • Review account service terms, equipment history, warranty status, service coverage, and approved routing information before dispatching when available and applicable., • Dispatch requests to the appropriate internal technician or approved third-party service vendor and confirm receipt, ownership, scheduling, and the next action., • Maintain accurate case status, notes, contacts, commitments, technician updates, parts needs, appointments, and follow-up dates so the record reflects the current state of the work., • Follow up consistently with technicians, vendors, Account Managers, cafe teams, and customers to prevent open requests from stalling or being lost between teams., • Escalate urgent, unresolved, repeat, safety-related, or high-impact issues promptly to the appropriate Account Manager and Wholesale leader., • Confirm resolution with the customer or internal stakeholder, capture final technician notes and vendor documentation, and close the case only after the record is complete. Service Billing Purchasing and Records • Complete service billing for technician time, travel, parts, and third-party work accurately and within established timelines., • Review supporting documentation and coordinate with Accounting, Account Managers, technicians, and vendors to resolve missing information, discrepancies, credits, warranties, or billing questions., • Coordinate approved equipment purchases, submitting PO's to manufacturers and track shipping timelines, needs to expedite, and communication with internal and third party teams receiving equipment prior to installation., • Coordinate parts purchases, returns, and warranty claims; maintain accurate equipment cost, specification, and status records., • Maintain service, equipment, and customer records in the designated systems as the source of truth. Preventative Maintenance Inventory and Reporting • Develop, maintain, and monitor preventative maintenance and water-filter schedules for assigned accounts and cafes, including upcoming service reminders and overdue follow-up., • Support quarterly equipment, parts, and smallwares inventory counts and reconcile discrepancies with the appropriate operational and accounting partners., • Maintain accurate equipment profiles and service histories, including customer-owned, Equator-owned, loaned, or temporarily placed equipment, as assigned., • Provide routine service activity reporting, including open and aging cases, pending dispatches, recurring issues, completed service, and items awaiting billing or documentation., • Identify recurring service issues, workflow gaps, or documentation needs and elevate recommendations to the Director of Wholesale. Cross Functional Coordination and Process Support • Partner with Account Managers, who retain ownership of the customer relationship and commercial decisions, while owning the administrative service workflow once a request enters the service channel., • Coordinate clear handoffs across scheduled days off and ensure active cases have a visible owner, current status, documented next step, and escalation path., • Participate in service and cross-functional meetings and communicate priorities, risks, delays, and resource needs clearly., • Follow established service procedures and support updates to standard operating procedures, troubleshooting guides, customer instructions, and internal reference materials., • Support additional service coordination and Wholesale administrative responsibilities consistent with the role as business needs evolve. Service and Performance Expectations • Service channels are monitored throughout the scheduled workday, and requests receive a prompt professional response or acknowledgment., • Every service request is entered in the designated system with complete, accurate, and timely documentation., • Open cases are actively managed through resolution, with clear follow-up dates, current status, and proactive communication., • Completed service is supported by the required notes and documentation and is moved to billing within established timelines., • Urgent issues, delays, recurring failures, customer dissatisfaction, and unresolved roadblocks are escalated promptly., • Attendance, reliability, and full availability during the assigned Wednesday-through-Sunday schedule are essential functions of the role. QUALIFICATIONS & REQUIREMENTS • Three or more years of experience in service coordination, dispatch, customer support, office administration, sales support, operations, or a comparable role., • Working knowledge of commercial coffee equipment or comparable appliance or equipment service operations; specialty coffee experience strongly preferred., • Excellent written, verbal, telephone, and interpersonal communication skills, with the ability to communicate professionally across customers, vendors, technicians, and internal teams., • Exceptional organization and attention to detail, with the ability to manage competing priorities, maintain accurate records, meet deadlines, and follow through with limited supervision., • Strong customer service, critical-thinking, and troubleshooting skills, including the judgment to resolve routine issues and escalate appropriately., • Demonstrated professionalism, accountability, reliability, adaptability, sound judgment, and a calm disposition under pressure., • Proficiency with NetSuite or another ERP; Zoho or another CRM or case-management platform; RingCentral or another business phone system; Google Workspace; and Microsoft Office, including Excel., • Ability to learn and work effectively in new ticketing, work-order, inventory, communication, and reporting systems as Equator's processes and technology evolve., • Ability to work collaboratively across departments while maintaining clear ownership of assigned work and communicating progress and roadblocks proactively., • High school diploma or equivalent required; relevant education, training, or industry certification preferred. Position Type Expected Hours Location and Travel • This is a full-time, non-exempt position regularly scheduled for 40 hours per week, Wednesday through Sunday, from 8:00 a.m. to 5:00 p.m., with a one-hour unpaid meal period each day., • Regular Saturday and Sunday availability is an essential requirement of this position. The schedule may be adjusted based on business needs with appropriate notice and in accordance with applicable law and company policy., • The position is currently eligible to perform approximately 40%-60% of work remotely, subject to performance, operational needs, required in-person meetings, inventory work, training, and company remote-work policies. Remote-work eligibility and percentage are not guaranteed and may change., • The employee must maintain reliable internet and telephone access and a work environment appropriate for professional customer calls and confidential business information while working remotely., • Occasional local travel and in-person work at Equator facilities, cafes, customer locations, or service sites may be required., • Overtime must be approved in advance. All time worked must be accurately recorded and will be paid in accordance with applicable law, regardless of whether advance authorization was obtained. Compensation and Benefits The hourly pay range for this position is $28.00-$35.00. Placement within the range will be based on relevant experience, skills, internal equity, and business considerations. This full-time position is eligible for Equator's applicable employee benefits under the terms and waiting periods of the governing plans and policies, including health and welfare benefits, paid time off, holiday pay, employee assistance resources, employee discounts and coffee benefits, volunteer time, and the 401(k) plan with company match. General Statement This position description describes the general nature and level of work performed by employees assigned to this role. It is not intended to list every duty or responsibility. Responsibilities may change according to the operational needs of the business, consistent with the general scope and classification of the role. The order in which duties and responsibilities are listed is not significant. Equal Employment Opportunity Equator Coffees is an equal-opportunity employer. All aspects of employment including the decision to hire, promote, and discharge will be based on competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability or any other applicable legally protected characteristics.

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  • Bench General Manager
    Bench General Manager
    3 days ago
    $72000 yearly
    Full-time
    Larkspur

    POSITION: Bench General Manager - Retail Cafe - Larkspur CLASSIFICATION​: Exempt REPORTING RELATIONSHIPS: • Reports to the District Manager, • Direct Reports: Shift Leads, Baristas, and Food Prep Positions COMPENSATION: $72,000.00 Annual Salary About Equator In 1995, Equator Founders Helen Russell and Brooke McDonnell began their values-driven path, roasting coffee in a Marin County, CA garage. Possessing an obsessive commitment to green coffee sourcing and unparalleled roasting expertise, Equator has committed over 30 years to sustainable and fair trade coffee practices all in the name of creating a remarkable coffee experience for consumers. Today, Equator Coffees is a retail and wholesale coffee roaster and coffee farm owner with twelve retail cafes throughout California—from Marin County to San Francisco to Oakland to Los Angeles and beyond. Throughout the years, Equator Coffees has spearheaded industry-leading sourcing and roasting practices, and has forged progressive partnerships with Michelin-starred chefs, specialty grocers, tech campuses, and more. Women-owned, LGBTQ-founded, and an early adopter of Fair Trade and Regenerative Organic certifications, Equator Coffees is the first California coffee roaster to achieve B Corp Certification. Position Summary The Bench Manager position is a unique opportunity to embark on a journey of learning and growth, with the ultimate goal of managing a designated home store and its team. This role involves shadowing existing store managers, working closely with the District Manager, and immersing oneself in the key responsibilities that define our brand's commitment to excellence. The Bench General Manager is entrusted with conscientious hiring, training, and employee development, all under the guidance of seasoned managers. Fostering a positive environment and effective communication within the team are skills cultivated through hands-on experience and mentorship. The Bench General Manager learns the art of creating schedules that harmonize with business and employee needs, mastering accurate payroll management, and promptly addressing customer concerns. With a focus on financial performance, this role involves working closely with the District Manager to drive sales, monitor Key Performance Indicators, and consistently identify areas for improvement. The Bench Manager role is a dynamic learning experience, instilling a passion for our brand and a commitment to leadership that will shape the successful management of a future home store and its team. Qualifications and Requirements • Demonstrates a passion for coffee and inspires it in others, • Management experience in specialty coffee, retail, hospitality and/or customer service is required, • Experience managing a profitable & operationally sound single café/restaurant preferred, • Must maintain current state issued SERVSafe Manager Certificate, • Experience recruiting, hiring, and managing staff, • Strong leadership skills with professional maturity, • Proven ability to understand and execute on an organization's goals and objectives, • Enjoys working on a team and collaborating as a team player, • Leadership, relationship, team building, and conflict management skills, • Excellent interpersonal and communication skills - both oral and written, • Must be able to exercise independent judgment and decision-making skills, • Ability to work in a fast-paced environment, manage competing priorities and meet deadlines, • Experience reviewing financial reports and meeting budgets, • Able to work full time (the work regularly demands in excess of 45 hours per week) including variable hours such as early morning, evenings, weekends, and/or holidays, • Ability to lead change, deal with the ambiguity, and the prioritizing needed to run a fast-paced environment, • Experience with POS touch screen, Microsoft Office, Google Suite, and other computer skills, • Bilingual in Spanish and English preferred, • Minimum High School or GED Compensation • Available to all employees, • Commuter Benefits - pre-tax parking and transit, • Employee Assistance Program (EAP) - Physical and mental health, financial and legal coaching available at no cost to the employee, • Free mental health app subscription, • Employee discount on merchandise, coffee gear, and at Equator cafes, • Continuing coffee education classes, • Free coffee, • Paid Time Off for voting on Election Day, • After 60 days as an employee at Equator, • Healthcare Benefits (for full-time employees working over 30 hours per week), • 100% employer-covered premium medical insurance, • Voluntary Insurance Plans - dental, vision, long-term disability, pet, and supplementary life insurance, • Employer covered life insurance premium, • Flexible Spending Account (FSA) - healthcare and daily dependent care, • After 90 days as an employee at Equator, • Holiday Pay after 90 days of employment. Eight Equator-observed holidays per year, • Paid Time Off with tenured increases for full-time employees, • 1 paid volunteer day per year, • After six months as an employee at Equator, • 401K with up to a 4% company match on employee contributions Compensation will be commensurate with experience. We'd love for you to use the video answer feature for our screening questions! It's a great way for us to get a better sense of your experience and how comfortable you are discussing your skills. Plus, it helps us see your personality and passion for the role! This position description intends to describe the general nature and level of work being performed by p eople assigned to this job. It is not intended to include all duties and responsibilities. Job responsibilities can change according to the operational needs of the business. The order in which duties and responsibilities are listed is not significant. Equator Coffees is an equal opportunity employer. All aspects of employment including the decision to hire, promote, and discharge will be based on competence, performance and the business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, gender (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability or any other applicable legally protected characteristics.

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