The Coffee Importers and Roasters Organisation (CIRO) is a true coffee emporium. As the preferred one-stop solution, CIRO offers expert services in sourcing, roasting, blending, packaging, training, equipment,
technical support, national and international distribution and market trend analysis. As the largest
manufacturer of pure coffee in South Africa, it is easy to understand why CIRO is a noteworthy front runner
within the coffee service industry and renowned for consistent quality, innovative product formats and extra
value offering.

The Coffee Squad which is our coffee training team, will be the coffee quality champion at the customer
forefront. They will be required to perform operator training, coffee assessment evaluations and basic
maintenance at the customer premises, for a selected group of Ciro customers. The primary objective of the
incumbent is to improve in store visibility, delivering consistent in cup quality whilst improving coffee
credentials as well as regular basic maintenance services to ensure maximum machine uptime which will
yield higher throughput in sales. This is a 6 month contract role from 1 October 2024 to 31 March 2025

The position will be based in at our Cape Town branch in Ndabeni.

Line Manager: National Customer Service Team Leader.

Key Performance Areas:

Value added training visits and building credible coffee relationships

• Announcing him/herself to management of the establishment with an explanation for the reason for the visit.
• Ensuring that the management of establishment is made aware of any coffee product related issues, training needs or equipment repairs
• Ensuring the customer is aware that this service is a paid service and agrees to the invoice being issued before the training starts
• Ensuring the customer is aware of any changes made, i.e. setting of grinders or operational guidance performed as this still in line with guidelines set as per the Service Level Agreement (SLA) if applicable
• Ensure customers are using Ciro products
• Build sound business relations

Customer Specific Ciro Online Review Evaluation (CORE), Training Register &
Electronic Service Order (ESO) is completed

Ensuring that management of establishment signs off the following documents from visit:

• Ciro CORE Evaluation
• ESO Job card with spares consumed
• Quote / Invoice for the visit
  
• Ensuring that the correct online documents are submitted and is comprehensively completed at every call as per the prescribed standard set by Key Accounts, Training and the Customer
• Escalate any findings to Ciro management as well as keeping the customer informed of any irregularities

Ensuring the In-Cup quality of the coffee is of the agreed standards

• Freshness test done on all Ciro products
• Testing all products through equipment and completing taste testing, grammage testing and flowability
• Testing all equipment to ensure it is mechanically, aesthetically and functionally acceptable
• Calibrating and or programming of equipment to ensure the right quality of coffee products is produced
• Assessing the staff at the establishment to ensure that the right procedures are followed when making coffee and related products plus correct cleaning procedures is adhered to
• Where appropriate, ensure compliance of quality standards defined by customer Head Office and report irregularities to management of the establishment

Performing basic preventative maintenance of coffee equipment

• Performing basic preventative maintenance as per service intervals defined within SLA or Coffee Squad Agreement.
• Ensuring that the maintenance activities is completed thoroughly and signed off by management of the establishment
• Ensuring that the whole service kit of spares is consumed and that a job card is signed off by management of establishment
• Assessing the equipment on site and if major repair work is necessary, logging a repair call with the technical department
• Malicious damage to be informed to the customer
• Responsible to keep business informed of potentials leads
• Responsible for spares and tools

Minimum Requirements:

Qualifications:

• Matric certificate complete
• Coffee and Technical qualification would be beneficial

Experience:

• Experience in training would be advantageous
• Art of Coffee extraction and understanding through equipment variants
• Technical fault finding, servicing and repair
• Customer interaction experience
• Coffee equipment knowledge and experience

Additional Requirements:

• Valid Driver’s license
• Minimum 2 years driving experience
• Availability to travel and stay overnight when necessary
• Interest in the hospitality industry
• Strong interpersonal skills