Customer Support & Office Coordinator

Customer Support & Office Coordinator

About Breville

Over the past 90+ years Breville has grown to become an iconic global brand, delivering kitchen products to over 70 countries around the globe. Breville enhances people’s lives through the delivery of brilliant innovation and thoughtful design based on deep consumer insights, empowering people to do things more impressively or easily than they’d thought possible in their own home and ultimately allowing them to “Master Every Moment”.

A career at Breville is truly a one-of-a-kind experience. It’s more than working for a global leader; it’s an opportunity to be a part of something that impacts people all over the world.

ABOUT THE ORGANIZATION AND THE ROLE BRG is a manufacturer of high-end domestic appliances with emphasis on innovation and cutting-edge technology. Within BRG, there is a sub-set of high-end coffee brands, namely Baratza & LELIT, that make up a division named the Specialty Coffee Business Unit (SCBU), with a head office located in Seattle, WA.

The BRG Specialty Coffee support team is known for providing people-focused care, the foundation of our renowned customer experience. Our goal is to enable customers to resolve any trouble they are having with their grinder or espresso machine, whether through remote troubleshooting, our repair service, or occasional in-person support at our Seattle office. The Front Desk Support Specialist is responsible for maintaining a professional, welcoming presence at the front of our Seattle office and upholding the high standard of customer care our team is known for. This role calls for someone who can balance the demands of front desk responsibilities and active support work, moving seamlessly between in-person customer interactions and phone and email support throughout the business day. We are looking for someone who takes pride in being the first person a customer encounters and who brings the same empathy and attentiveness to every interaction, whether that happens face to face or over the phone.

PRIMARY RESPONSIBILITIES

Front Desk & Visitor Services

• Maintain a consistent, professional presence at the front desk throughout standard business hours (8:00 AM to 4:30 PM, Monday through Friday).
• Open and lock the front door at the start and close of each business day.
• Welcome visitors who arrive at the office
• Accept equipment being dropped off for repair, providing a warm and informed first point of contact.
• Create work orders in Salesforce for drop-off repairs, ensuring accurate documentation and a smooth handoff to the service team.
• Accept small parcel deliveries from shipping couriers and direct courier personnel appropriately for pickups and larger freight deliveries.
• Notify the appropriate team members when packages or mail arrive, or deliver items directly when practical.
• Maintain a tidy, organized, and professional front desk area at all times.
• Manage and coordinate all facilities maintenance work

Customer Support

• Provide exceptional support to customers by phone and email during all available time at the front desk.
• Work collaboratively with teammates to respond to customer inquiries in a timely and professional manner.
• Serve as a knowledgeable and empathetic resource for customers troubleshooting issues with their Baratza or LELIT products.
• Process warranty replacements and accommodation orders through Salesforce.

Product Knowledge & Team Collaboration

• Develop and maintain a thorough understanding of all SCBU products, including Baratza grinders and LELIT machines.
• Provide and maintain strong, professional relationships with other SCBU departments and teams.
• Communicate relevant customer feedback and observed trends to the Customer Support Manager.
• Participate in team training initiatives and contribute to a positive, collaborative team culture.

EXPERIENCE & SKILLS

• Based in the greater Seattle area and able to commute to our Seattle office every weekday.
• Reliability and punctuality are essential; this role requires a consistent in-office presence during standard business hours.
• A welcoming, professional demeanor with the ability to make customers and visitors feel at ease immediately. Ability to connect with others over the phone, in-person, and by email with kindness, patience, and professionalism.
• Ability to remain calm and positive when working with frustrated customers.
• Excellent written and verbal communication skills.
• Strong ability to build positive relationships with team members, coworkers, and the public.
• Ability to manage multiple priorities simultaneously, shifting smoothly between front desk duties and support work as needed.
• Self-motivated with the initiative to begin and follow through on tasks that support team goals.
• Genuine interest in specialty coffee is a plus.

Education

• High school diploma required

Experience & Skills

• Based in the greater Seattle area and able to commute to our Seattle office every weekday
• Reliability and punctuality; this role requires a consistent in-office presence during standard business hours
• Welcoming, professional demeanor with the ability to make customers and visitors feel at ease
• Ability to connect with others by phone, in person, and by email with kindness, patience, and professionalism
• Ability to remain calm and positive when working with frustrated customers
• Excellent written and verbal communication skills
• Strong ability to build positive relationships with team members, coworkers, and the public
• Ability to manage multiple priorities simultaneously, shifting between front desk duties and support work as needed
• Self-motivated with the initiative to begin and follow through on tasks that support team goals

Physical Requirements

• Ability to work at a computer or on the phone for an eight-hour period
• Must be able to remain at the front desk for extended periods throughout the business day
• Occasional light physical tasks such as accepting deliveries or assisting customers with equipment drop-offs

What we offer you

• Flexible work arrangements
• Competitive compensation package
• A fun and rewarding team environment
• Opportunity to work for an Australian Stock Exchange listed company
• Employee assistance program
• Paid parental leave policy
• Employee discounts of up to 50% on all our electrical products
• Corporate health and wellness benefits such as gym discounts, yoga classes, fruit, and more

To Apply

Come and make your mark with this global leader by applying today via the Apply Now button.

Breville Group is proud to be an Equal Employment Opportunity Employer.