Customer Engagement & Success Coordinator
LICR Account and Customer Service Manager
Little Italy Coffee Roasters
18/8 Tilley Lane, Frenchs Forest NSW, Australia
Little Italy Coffee Roasters Belrose, NSW | Full-Time
Little Italy Coffee Roasters is looking for a Customer Engagement & Success Coordinator to join our growing team.
About us
At Little Italy Coffee Roasters, we roast and deliver exceptional coffee and advice with care, consistency, and integrity—supporting cafés and communities to thrive through quality products, reliable systems, and meaningful partnerships.
Our goal is to be the foundation of our customers' success and to foster meaningful, long‐term relationships.
About the Role
This is a hybrid and dynamic role combining customer relationship management and delivery support.
The Customer Engagement & Success Coordinator at Little Italy Coffee Roasters is crucial in managing customer relationships, ensuring top‐notch service, and driving customer satisfaction and sales growth.
This role is key to our business's success, combining customer management, training, and logistical support with a hands‐on approach to daily operations.
Key Responsibilities
Customer Engagement (Tuesday after delivery to Friday)
Act as the main point of contact for existing wholesale customers, delivering exceptional customer service and promptly addressing any queries or issues.
Manage on‐site customer relationships, including needs analysis such as evaluating workflow and efficiency, adjusting espresso weights and shot times, and exploring new coffee blends and filter offerings.
Train new baristas and provide ongoing product knowledge training to ensure customers are equipped with up‐to‐date skills and information.




Build strong relationships with customers and ensure consistent touchpoints.
Respond to online enquiries from new customers, facilitating sales conversions.
Oversee the servicing schedule and address equipment issues for customers, conducting minor repairs and coordinating necessary services to minimise downtime.
Collaborate with the management team to develop and implement customer success strategies, leveraging customer feedback to drive improvements and growth.
Monitor and report on performance, customer feedback, and market trends.
Logistics and Operational Support to Warehouse Manager (Monday & Tuesday)
Pack and prepare delivery vans, ensuring efficiency and accuracy.
Provide timely delivery of wholesale orders, assisting with picking, packing, loading, and unloading vehicles.
Represent the company professionally during deliveries, ensuring excellent customer service.
Maintain cleanliness of the delivery vehicle(s) at all times.
Continue customer management tasks maintaining consistency in customer service.
What We're Looking For
Experience in customer service or account management.
Coffee industry experience highly desirable.
Strong organisational and communication skills.
Ability to manage relationships and work independently.
Passion for coffee and hospitality culture.
Valid full Australian driver's licence.
What we offer
A dynamic hybrid role with variety and autonomy.
Opportunity to grow within a passionate and expanding coffee company.
A supportive team workplace focused on collaboration and long‐term partnerships.
If you love coffee, enjoy connecting with people, and want to be part of a passionate team — we would love to hear from you.
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