Negotiable
Be among the first 25 applicantsDirect message the job poster from CARAVAN COFFEE ROASTERS | B CorpOperations Director at Caravan Coffee Roasters
We have been passionate about people enjoying great-tasting and 100% traceable speciality coffee ever since we started roasting in the basement of our first restaurant fifteen years ago. Today, we’re a B Corp certified roaster, supplying coffee fresh from the Loring Peregrine S70 at our North London roastery to a range of growing customers, including our nine restaurants and Brew Bars.The RoleExceptional hospitality is embedded throughout all Caravan experiences with a focus on food, drink and people. We’re looking for a Customer Experience Superstar to own all roastery customer support needs, ensuring we’re delivering best-in-class customer communication, coffee tech support and seamless order-to-invoice management for all D2C and B2B customers. They will be a positive communicator and problem solver, going above and beyond for our customers.ResponsibilitiesGeneral Customer ServiceInbound comms: responding to all D2C and B2B enquiries via email or phone, using a friendly Caravan tone of voiceComplaint management: judging severity, resolving with stakeholders and escalating quality issues quicklyCustomer support automation: improving efficiency by testing new systems and AI toolsOrdering: processing and managing orders via Unleashed and EDI integrationInvoicing: issuing invoices/credits via Xero, allocating payments, uploading to customer portalsAged debt: supporting Finance team to chase overdue paymentsCustomer onboarding: setting up new accounts, price lists, training, first order and equipment needsSpecial activity management: aligning volumes with customers and planning with wider operations teamEmergency deliveries: arranging where customers risk supply gaps in siteTech and Machinery SupportInbound tech queries: first port of call for technical queries, supporting with initial troubleshooting for customer issues with espresso machines and grindersJob scheduling: confirming emergency callouts (within two hours), owning PPM calendar and scheduling jobs from supplier poolJob completion: tracking job completions, gathering feedback and issuing invoicesFree-on-loan machinery: managing live agreements, asset lists, installs and decommissioningMachinery financing: supporting customers with setting up suitable financing for high value assetsTech provider management: overseeing relationships with tech providers, tracking SLA performance and tendering for new requirementsRoastery Team SupportHelping to organise culture events and townhallsOrdering weekly office supplies (fruit, stationery, cleaning)Maintaining team birthday calendar and arranging treatsThe PersonProven experience in customer service or account management, ideally within FMCG or speciality coffeeSolution focused problem solver and able to stay calm whilst spinning many plates at onceExcellent written and verbal communication skillsStrong attention to detail with accuracy in order processing and customer communicationComfortable working with digital tools and systems (e.g. Unleashed, Xero, EDI platforms, Monday CRM)Confident building strong relationships at all levels with team members, external partners and customersInterest in speciality coffee and willingness to develop product and machinery knowledgeAble to work from our Islington roastery Monday to Friday (flexible working needs can be discussed)To say thank you for choosing us, we also offer our teams:50% off all food in our Brew BarsDining discount when visiting our restaurantsAll of the coffee you can drink on siteWeekly roastery team lunchWeekly allowance of coffee for homeBike to work schemeMental health and well-being supportFinancial health education and supportLeadership training and developmentBirthday and anniversary treat: on your birthday and work anniversary, you\''ll receive a Caravan voucher to spend in any of our restaurantsDevelopment and career progression: 80% of our management roles are filled internallySustainabilityWe expect our teams to support environmental stewardship targets and efficiency goals by following departmental environmental policies and monitoring own usage of vital resources such as energy, disposable goods, and food waste, to name a few.Diversity and InclusionAll our teams must respect individual differences with regards to identity, national and cultural background, and level of experience in all interactions while at work, including with members of the public.Seniority level
Entry levelEmployment type
Full-timeIndustries: Food and Beverage ..... full job details .....
Negotiable