Customer Service Representative - Food & Beverage Field

About the role

We are a premium specialty food company seeking a motivated Customer Service Representative to join our team on a hybrid basis in Costa Rica. The role is the frontline of the customer experience, supporting grocery retail buyers, restaurant partners, and direct‑to‑consumer customers across North America.

Key responsibilities

• Respond to customer inquiries via online portal and phone, handling retail, food service, and direct‑to‑consumer cases.
• Process refunds, credits, and returns in line with company policies.
• Manage complaints professionally and make decisions within established guidelines.
• Maintain accurate records of all interactions in the CRM or ticketing system.
• Coordinate with sales, logistics, and finance teams to resolve order, shipping, and billing issues.
• Escalate complex cases while retaining ownership until resolution.
• Identify recurring issues, report trends to management, and support basic KPI tracking.
• Download, analyze, and summarize internal reports for the team.

Required profile

• Valid passport and visa for travel to the United States for in‑person training.
• Minimum 3 years experience in customer service, call centre, or support roles.
• Strong English proficiency, both spoken and written.
• Ability to work independently and make decisions within defined guidelines.
• Excellent attention to detail and multitasking skills.

Required skills

• Experience with CRM or ticketing platforms such as Zendesk, Salesforce or HubSpot.
• Proficiency in data interpretation and basic reporting.
• Competence in spreadsheet tools for tracking and reporting.