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Admin and Customer support role

Description:

Are you detail orientated with a passion for great customer service? If it's a yes to all of the above and you'd like to work for a growing coffee roastery focusing on direct trade and quality, please read on!

Role Overview

You will be required to work closely with the team on the following:

  • Prioritise and process customer orders and requests submitted by telephone, email, live chat or instant message.
  • Investigate and resolve customer complaints and resolve complaints quickly and patiently (including assistance of customers who may have made mistakes with their orders or have concerns about delivery).
  • Assist and coordinate warranty repairs and returns.
  • Maintain thorough and accurate customer service records.
  • Keep confidential records and financial information private and secure.
  • Learn how to use software and technology to deliver excellent customer care.
  • Liaise with company suppliers to arrange collections, deliveries item repairs, correspondence and email management as needed
  • Work as part of the sales team to drive positive company sales results.
  • Help customers register online and process their orders.
  • Check product availability for customer orders and order or restock items if necessary. 
  • Assist financial department with customers on security checks, accounting enquiries or flagged accounting issues raised by the customer.
  • Communicate with customers about their orders, including any delays or changes in delivery
  • Assist in other areas around the roastery if needed. This could include dispatch and logistics.

Skills

  • Friendly and personable
  • Good team working skills
  • Self-motivated
  • Good computer and IT skills
  • Organised and professional

Must also be a keen coffee drinker, although coffee experience isn't required.

Experience

  • Previous experience in online customer support and admin
  • Knowledge and passion for great coffee is a bonus but not required
  • Interested in working for a small family-run business focused on ethical relationships with coffee producers around the world

Benefits

  • Located in Burgess Hill, West Sussex, with easy access to surrounding towns and cities.
  • Part-time working Monday to Friday.
  • Flexible hours around the core hours of 10-2.
  • Working for a small, personal, family-run business.
  • Lots of excellent coffee!
  • Salary of £11,500 per year based on 20 hours per week.
  • Discount on all coffee brewing equipment.

Other information

  • Part-time role of 20 hours per week, Monday to Friday with scope to increase hours.
  • Start date, July 2021.

To apply please email: info@horshamcoffeeroaster.com