National Account Executive & Sales Support

Who we are:

Pact Coffee is all about making coffee a force for good. We source specialty coffee, which we roast and grind then deliver the results to homes, offices, cafés, and hotels across the country. We were founded on the principle that businesses should do good, by doing well.

How do we make coffee a force for good? With a 100% commitment to direct trade, and an investment and training programme that helps farmers change their lives for the better. By paying coffee farmers an average of 60% above the Fairtrade baseline, we encourage farmers to strive for speciality grade crops - because it’s about quality, not charity.

What we do:

● Make coffee a force for good

● Source 100% speciality grade coffee

● Farmers get 60% above the Fairtrade base price on average

● Provide training and investment to budding coffee growers

● Roast our coffee no more than seven days before shipping

● Grind each bean on the day it’s sent out

● Have an energetic, collaborative approach to supporting the speciality coffee industry as a whole

The Role:

Through our B2B  team, we are providing office customers with the highest quality coffee to delight their employees with the best office coffee on the market. Through our hospitality team we are providing cafes, restaurants and hotels with market leading coffees and service to grow their business through greater loyalty and higher footfall.

To help manage our customers even better, we are recruiting for a Account Executive & Sales Support to work on 4 key areas:

1. Compliance & Account management of 100+ universe: You will be responsible for weekly tracking and monitoring of compliance by customer to booked MRR to ensure we are following up effectively to reduce churn and we are hitting our financial targets. You will also be responsible for day to day direct management of the 100+ universe accounts within both PCFB and HORECA.
2. Machinery: you will be responsible for the ordering, maintenance, servicing, and records of all machinery purchased through Pact
3. Post sale support: handling customer onboarding and set up, NLF support, customer complaints and account management queries from customers along with organising relevant sales aids and POS with the aim of driving retention and customer satisfaction.
4. Events: Support in the organisation of trade shows for team B2B to drive lead generation and supporting the team maximize brand visibility in trade

Requirements

Key Responsibilities:

• Driving B2B compliance to 95%+ across total universe through best in class customer service
• Ownership and accountability for the B2B equipment record and its component parts
• Responding to and solving customer machinery faults and servicing requests through coordination with equipment partners and engineers
• Ordering of all newly purchased machinery and equipment
• Creating and managing reactivation campaigns across low-touch customer channels (self serve/ mid market/ small hospitality - 100+ universe)
• Leading outbound call and email campaigns to customer cohorts where compliance and product stocking can be improved
• Ensuring B2B events & trade logistics are fully supported with relevant equipment, collateral & stock

You’ll be perfect for the role if you have:

• 1+ years sales/ customer service experience, preferably within the coffee or FMCG 
• Previous experience working within the coffee industry is desirable, but not essential as full training will be provided
• Well organized and excellent time management and communication skills
• Excellent phone manner that builds rapport quickly and easily
• Self starter with a drive for overcoming challenges and getting past ‘gatekeepers’ on the phone  
• Proven record of working cross functionally and building relationships over the phone

Benefits

Our Head office is in Bermondsey, but we offer a hybrid, flexible working environment. We have an energetic, collaborative approach to work, supportive leadership team and our perks are great. Here are some of the perks we offer:

• Salary bracket: £25k
• Regular personal and team incentives
• 23 days holiday, increasing annually up to 27 days (our office is closed between Christmas and New Year)
• Hybrid working model with time spent in the field, in the office and at home
• Pension Program
• Workplace nursery benefit (Enjoy Benefits)
• Flexitime (with core hours of 10-4)
• Monthly coffee allowance
• In House performance coaching
• Unlimited coaching sessions with More Happi
• Health and wellbeing programme with Juno
• An accessible and open workspace
• Plus, many more benefits

Pact is an equal opportunity employer and welcomes everyone to our team. We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, parents, and individuals with disabilities to apply. If you need reasonable adjustments at any point in the application or interview process, please let us know by email to [email removed - click apply for more details].

In your application, please feel free to note which pronouns you use (she/her/hers, he/him/his, they/them/theirs, etc).