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Customer Service Coordinator

Origin Coffee

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Posted over 30 days ago...

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Join Origin as a Customer Service Coordinator and be at the forefront of delivering exceptional coffee experiences

Overview

icon Salary

£28000

icon Location

Porthleven United Kingdom

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In-person- Porthleven United Kingdom

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Expires at anytime

About Origin

We’ve come a long way since 2004—and we’re just getting started.

As one of the longest-standing independent coffee roasters on UK shores, the love of coffee fuels everything we do. We are on an exciting growth journey, striving to deliver our own unique take on speciality coffee and hospitality to more people than ever before.

We build, nurture, and champion relationships at the source, celebrating producers, seasonality, and provenance. We support direct trade, traceability, and quality. From crop, to cup, every step of our journey is considered; we’re proud to be held accountable, always striving for better ways to do business, placing people and planet before profit.

Our product spans more than just amazing coffee, we are also passionate about bringing the world of speciality to life through a programme of education. From teaching professional SCA qualifications to at-home enthusiast brewing courses. Our digital channels are also an opportunity for us to offer engaging learning content such as onsite ‘how to guides’ and inspiring social content series.

We are proud to roast for some of the UK’s leading independent speciality coffee shops, bakeries, hotels, and restaurants. We have 1000’s of at-home coffee subscribers and 8 beautiful coffee shops across London, Cornwall, Bristol, and Edinburgh (opening Spring ’24).

The role overview

As Origin’s Customer Service Coordinator, you will be at the heart of our operations, leading a dedicated team to ensure seamless wholesale order processing and unparalleled customer experiences. Your role will involve guiding and training our wholesale customer advisors, fostering a culture of excellence and continuous improvement. You'll coordinate closely with various teams to guarantee consistent messaging and operational efficiency, always staying ahead of marketing activities to enhance customer satisfaction. Your insights will be invaluable as you collate feedback, providing essential guidance to our marketing, sales, retail, and operations teams.

In addition to managing day-to-day operations, you'll play a crucial role in customer service, delivering outstanding support across multiple channels. Your comprehensive knowledge of industry trends and product offerings will empower you to assist customers effectively, whether by phone or email. Collaborating with marketing teams, you'll support B2B mailouts, while liaising with production and purchasing teams to anticipate and manage any upcoming changes. Your attention to detail will extend to account management, where you'll provide personalised support to our valued customers, resolve issues promptly, and maintain accurate records to ensure smooth transactions. With your dedication and expertise, you'll contribute to Origin’s commitment to excellence and customer satisfaction every step of the way.

Requirements

The main responsibilities  

Team

  • Lead the day-to-day processing of wholesale orders.
  • Provide guidance and training to the wholesale customer advisors.
  • Coordinate any operational changes with wider teams to provide a seamless service with consistent messaging.
  • Be aware of any marketing activity that will have an impact on the customer experience.
  • Be the point of contact for other departments, keep the wholesale teams informed of any relevant operational details.
  • Drive continuous improvement of the customer experience, troubleshoot processes and procedures to improve the quality of customer contact.  
  • Collate customer feedback to provide insights to the marketing, sales, retail, and operations teams at weekly meetings.   
  • Plan for and support the customer service teams during high volume periods i.e. Christmas, public holidays etc.
  • Cover any areas of sickness/holiday in customer service as and when required.
  • Support overall efficiency and development by provide cross departmental training to other teams.

Customer Service

  • Deliver and promote outstanding and carefully considered customer service by phone, email, and in person. Lead by example.   
  • Maintain a comprehensive knowledge of industry trends, and market developments to effectively assist customers, as well as provide informed recommendations including Origin’s coffee programme, feature releases and service across wholesale, retail and ecommerce.
  • Work closely with wholesale marketing teams to schedule B2B mailouts.   
  • In collaboration with the production team, manage and communicate up to date despatch schedules to the wholesale teams.
  • In collaboration with the coffee and purchasing teams, be aware of upcoming coffee/product changes, plan for any complications.
  • Confidently assist e-commerce customer enquires as and when required.

Account Management

  • Daily processing of wholesale orders and management of the customer experience   
  • Provide daily support to wholesale customers. Provide personalised support to allocated accounts.
  • Own, resolve and escalate customer feedback. Champion and support the team to resolve more complex issues.
  • Diligently manage invoicing, support the finance team in managing customer payments  
  • Be responsible for the collation of accurate customer account information including order history, conversations, and digital contact using our stock inventory system (Unleashed) and CRM (Gorgios) tools.  
  • Support new customers in placing their first orders, ensure smooth delivery of these orders.
  • Troubleshoot any order/product issues for retail, maintain strong relationships with shop managers to provide support as and when required.
  • Provide regular support to the wholesale and technical teams with account management.
  • Manage third party ordering platforms.  

Order Processing

  • Troubleshoot any issues with order processing software.
  • Process claims with couriers for damaged or missing parcels as and when required.
  • Process any returns effectively, reconciling refunds as appropriate and adhering to stock movement practices.   
  • Maintain a strong knowledge of bespoke product offerings and any blend or component change.
  • Maintain contact with the despatch, production, and roasting teams throughout the day to be aware of and support any issues as and when they arise.
  • Manage relationships with couriers, be aware of any issues and subsequent solutions.
  • Record accurate and detailed inventory and invoicing records and well as question and report any anomalies.  
  • Manage any event orders provided by Events Manager.
  • Ensure customer invoices are sent daily by 3pm.
  • Oversee the printing and checking of the following days Roast Log.
  • Provide details of abnormal customer orders to the production team.
  • Support sales managers and trainers with samples of latest releases.
  • Manage wholesale ordering platforms.   

Other

  • Assist other departments as and when required.
  • Ensure all interactions represent the cores values and behaviours of Origin Coffee. 

About you

To be successful in this role, these are the things that matter the most:  

  • A primary focus of ensuring exceptional customer experiences so Origin is best-in-class. This will involve actively listening to our customer needs, addressing concerns promptly, and going above and beyond to meet their expectations.
  • Effective leadership is essential for motivating and guiding Origin’s customer service team. Inspiring team members, providing clear direction, and fostering a positive work environment will be vital for achieving Origin’s collective goals.
  • Clear and concise communication is paramount, both internally with other teams and externally with Origin customers. Effective communication will ensure seamless coordination, resolves issues efficiently, and maintains transparency across all levels.
  •  The role demands the ability to identify problems, analyse root causes, and implement practical solutions. Proactive problem-solving will ensure issues are addressed promptly, preventing any negative impact on customer satisfaction or operational efficiency.
  •  Precision in order processing, record-keeping, and communication is essential to prevent errors and maintain accuracy. Paying close attention to detail ensures that customer orders are fulfilled correctly, and inquiries are handled accurately.
  •  The ability to adapt to changing priorities, handle unexpected challenges, and adjust strategies accordingly is vital so our customer team offers a dynamic environment. Flexibility will enable quick responses to customer needs and evolving business requirements.
  •  Striving for continuous improvement will drive innovation and enhance the overall customer experience. Identifying areas for enhancement, soliciting feedback, and implementing improvements will ensure ongoing success and customer satisfaction.
  •  A solid understanding of Origin’s products and services and industry trends will be essential for providing informed assistance to our wholesale customers.
  • Success in the role hinges on effective collaboration with various departments and teams. Working together seamlessly will ensure alignment of efforts and delivery of a cohesive customer experience across all touchpoints.
  • Demonstrating empathy, patience, and professionalism in all interactions will foster strong customer relationships and builds trust. Understanding customer emotions and responding appropriately will be key to maintaining loyalty and satisfaction.

Essential qualities to have

  • Exceptional verbal and written communication skills, with the ability to effectively interact with customers and internal teams.
  • Demonstrated ability to lead and motivate a team, driving performance and fostering a culture of continuous improvement.
  • Proven track record of delivering outstanding customer service and maintaining customer satisfaction even in challenging situations.
  • Organisational and multitasking abilities, capable of managing multiple priorities and deadlines in a fast-paced environment.
  • Ability to identify issues, troubleshoot problems, and implement effective solutions to enhance operational efficiency and customer experience.
  • Meticulous attention to detail, ensuring accuracy in order processing, record-keeping, and communication.
  • Experience collaborating with cross-functional teams to achieve common goals and deliver seamless service to customers.
  • Flexibility to adapt to changing priorities and business needs, with a proactive and positive approach to challenges.

Desirable qualities to have

  • Prior experience in a customer service role, preferably within the wholesale or retail industry.
  • Familiarity with Customer Relationship Management (CRM) tools and inventory management systems (Unleashed) to maintain accurate customer records.
  • Basic understanding of supply chain processes, including order processing, inventory management, and logistics.
  • Experience handling customer inquiries and transactions in an e-commerce environment, including familiarity with online ordering platforms.
  • Experience providing support to sales teams, assisting with order processing, and managing customer accounts.
  • Interest or experience in the coffee industry, including knowledge of coffee products, trends, and terminology.
  • Basic project management skills, including the ability to plan and coordinate projects related to customer service and operations.
  • Willingness to learn and adapt to new technologies, processes, and industry developments to stay ahead in the field of customer service coordination.

Benefits

Competitive Salary
£28,000 FTE per annum. Salary is negotiable for the candidate with the knowledge and skills required to fulfil all elements of the role.

Nature of contract and working pattern

Permanent and full-time. Origin Coffee supports flexible working options for the right candidate who can meet both the role and the needs of the business.

Base

Porthleven, Cornwall

Holidays

26 days including your birthday off, as well as 8 bank and public holidays.

Pension

Employer (5%) and Employee (3%) pension contribution, employees can increase their contribution.

Mental Health and Physical First Aid Training

We provide our employees with a toolkit for both preventing and addressing mental health crises in and out of work, providing genuine support, safety and happiness in the workplace.

Enhanced Maternity, Paternity, Adoption, IVF Journey Leave and Pay

We recognise the importance of family and provide enhanced pay to support all parents and their journey to becoming one.

Transitioning at Work Policy

We want everyone at Origin Coffee to feel comfortable to be themselves at work. We are committed to promoting equality and diversity supporting our colleagues who identify as trans and providing support through any transitioning process.

Financial Wellbeing Support

We have partnered with Wagestream, a financial well-being provider that offers financial coaching, money management, debt advice, and individual-tailored advice.

Employee Assistant Programme

A comprehensive suite of support from an (EAP) including help with physical, mental, and financial wellness at work.

Continued Professional Development

We invest in all our employees by supporting personal development and encouraging you to broaden your experience and learning potential, led by you.

SCA Training

Everyone who works for Origin can embark on the SCA training programme. Depending on your readiness to learn you can dip your toe in or immerse yourself fully. It’s quite addictive!

An Employee Referral Scheme

Once you join Origin, you’ll want to introduce like-minded people to us. When you do, they settle in and pass their probation, you earn £200.

Other

Time off for volunteering, cycle to work scheme, free coffee at work and to take home, discounts in all our cafés and on our merchandise and partners. And of course, regular social and team events serving exceptional food, drink, and of course, amazing coffee!

Organisations to follow.

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