Wholesale Orders & Customer Experience Specialist
*About Fortuna Enterprises, LLC*
For more than 25 years, Fortuna Enterprises, LLC has been a trusted leader in providing comprehensive solutions for coffee shops, bars, restaurants, cafés, and retail spaces across the country. From concept to completion, we partner with our customers to bring their vision to life through expert interior design, commercial equipment, specialty coffee, training, product sourcing, and ongoing support. Proudly based in North Carolina, we also roast exceptional specialty coffee, delivering quality, consistency, and craftsmanship in every batch. Backed by a knowledgeable and approachable team of designers, coffee professionals, trainers, technicians, and industry experts, Fortuna Enterprises is committed to helping our customers build and grow successful businesses every step of the way.
*About the Role*
As a Wholesale Orders & Customer Experience Specialist, you will play an important role in keeping our wholesale business running smoothly and making sure our customers feel supported every step of the way. You will be a key connection point between our customers and internal teams, ensuring orders are accurate, questions are answered, and issues are identified and resolved proactively. You will work closely with the Orders team and partners across Sales, Operations, Roasting, Warehouse, Logistics, and Delivery to keep orders moving from request to delivery. Along the way, you will build a deep understanding of our coffee, wholesale products, services, systems, and resources so you can confidently answer questions, solve problems, and make thoughtful recommendations.
This is a great role for someone who thrives in a busy environment, enjoys staying organized while juggling multiple priorities, and genuinely likes helping people. If you’re a proactive problem-solver who takes ownership, communicates clearly, and enjoys being part of a team that cares deeply about coffee and the people who serve it, we’d love to hear from you.
*Who You Are & What You Bring*
* You are organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment.
* You bring energy, enthusiasm, and a can-do attitude to helping customers and supporting their needs.
* You are proactive about communication and know when a quick phone call is the best way to connect with a customer and keep things moving.
* You are a resourceful problem-solver who stays calm and focused when things don’t go according to plan.
* You notice the details and take pride in getting things right.
* You are a strong communicator who takes ownership, follows through, and makes sure nothing falls through the cracks.
* You are dependable, collaborative, and willing to jump in wherever the team needs you.
* You are curious and excited to learn our extensive product lineup and become a knowledgeable resource for our customers.
* You are comfortable working with computer systems and learning new software. Experience with QuickBooks, Odoo, or another ERP system is a plus.
* You have previous experience in customer service, order management, or wholesale. Experience in food & beverage or the coffee industry is a plus.
*What You Will Do*
Orders & Customer Support
* Review and process orders from our online platform, as well as orders placed by phone and email, ensuring every order is accurate and complete.
* Help customers with product questions, availability, order changes, and other day-to-day needs.
* Proactively monitor orders, identify potential issues, and follow up before they become problems.
* Process customer requests for order add-ons and changes, communicating updates clearly to the appropriate internal teams.
* Maintain accurate and up-to-date customer and order information in our systems.
Internal Coordination
* Coordinate closely with Roasting, Warehouse, Sales, Technicians, Logistics, Delivery, and other internal teams to ensure orders move smoothly from request to delivery.
* Become familiar with our weekly and bi-weekly delivery routes, customers, freight, ground, and pickup orders and processes.
* Communicate with the Delivery Driver Manager and delivery drivers to coordinate and resolve issues or delays that arise along delivery routes.
* Work with the Orders, Operations, Sales, and Logistics Managers to navigate approval processes, get answers, and resolve customer requests.
* Prepare accurate invoices for delivery drivers and clearly communicate order changes to the warehouse.
*Daily Operations*
* Run daily reports, process payments, and stay on top of recurring tasks and deadlines.
* Keep customer and order information accurate across our systems.
* Participate in weekly team meetings and contribute ideas for improving processes and procedures.
* Help create a positive, collaborative team environment where everyone pitches in to take care of our customers.
*What Success Looks Like*
In this role, success means our customers know they can count on us. Orders are accurate, issues are caught early, communication is clear, and internal teams have the information they need to do their jobs well. You’ll become a trusted resource for our customers and teammates, someone who knows the details, takes initiative, and helps keep the whole operation moving.
Benefits:
* Health insurance
* Paid time off
Work Location: In person
