who we are :

At Hold Fast, our mission is simple: to provide excellent coffee with exceptional service. We’re in the business of people—creating spaces where guests feel known, and team members feel valued.

For over a decade, we’ve built long-term partnerships and a community rooted in quality, integrity, and care. We do things the right way—every time—and we’re proud to equip not only our wholesale partners, but also our team, to do the same.

Whether we’re welcoming someone into one of our cafés or supporting a wholesale partner behind the scenes, our focus is always on creating thoughtful, consistent experiences that make people feel at home. We believe great coffee is just the start—what really matters is the connection, hospitality, and heart behind it.

If that sounds like something you want to be a part of, we’d love to meet you.

About the Role —

As a Wholesale Support Specialist, you will ensure that our wholesale partners receive best-in-class service, support, and product delivery - helping them succeed and grow with Hold Fast by their side. This role blends customer service, operations, and logistics, requiring precision, people skills, and a genuine love for great coffee and great relationships.

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Responsibilities:

• Serve as the first point of contact for wholesale partners, responding to inquiries, placing orders, and resolving issues with speed and care.
• Coordinate product deliveries and pickups, ensuring timely, accurate fulfillment of all wholesale orders.
• Maintain accurate customer records and order histories in internal systems.
• Support onboarding of new wholesale accounts by providing training materials, samples, and personalized assistance.
• Troubleshoot billing or logistics issues and collaborate with team to find timely solutions.
• Assist with wholesale events, product launches, and in-person activations or demos.
• Advocate for the wholesale partner experience while keeping operational efficiency top-of-mind.
• Stay up-to-date with Hold Fast’s coffee and equipment offerings as well as equipment options and procedures.
• Represent Hold Fast’s values in every customer interaction

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You Are:

• A clear, thoughtful communicator - both over email and in person.
• Comfortable with logistics, juggling priorities, and solving problems on the fly.
• Detail-oriented and self-motivated - you follow through, even when no one is watching.
• Curious and passionate about coffee.
• Tech-savvy with basic understanding of order management tools, spreadsheets, and
  inventory systems.
• Empathetic, service-driven, and resilient under pressure.
• Able to lift up to 50 pounds occasionally and navigate a fast-paced environment

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You Have:

• 1+ year of experience in a customer-facing or operational support role (coffee industry experience a plus).
• Familiarity with CRM platforms or order management systems (like QuickBooks, Shopify, or similar).
• A valid driver’s license with clean driving record.
• Availability Monday-Friday with some flexibility for weekend events

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Compensation + Benefits:

• Hourly pay starting at $20.50/hour
• Paid time off, starting at 56 hours per year
• Free coffee + discounted food at Hold Fast
• Team discount on all Hold Fast products
• Ongoing coffee training and education opportunities