Customer Experience Support
ARE YOU OUR NEW CUSTOMER EXPERIENCE SUPPORT?
Extract Coffee Roasters, recently awarded Best Speciality Roaster in the UK Coffee Awards, is looking for a Customer Experience Support to join our team in Bristol.
If you're passionate about coffee and understand what it means to deliver truly epic customer service, we'd love to hear from you.
Our new Customer Experience Support will join our enthusiastic team to provide thoughtful support to all our customers. You will be responsible for the processing and management of inbound customer orders, supporting the marketing team and Extract Coffee Roasters supply chain management team. You'll be working as part of a small team and closely with other departments at Extract Coffee Roasters so strong interpersonal skills are important.
About the Role
Day to day, you will be responsible for managing inbound customer orders and enquiries via email, phone and our eCommerce platform. You will also support the successful onboarding of our new wholesale customers onto Netsuite (ERP) and BigCommerce (eCommerce).
We pride ourselves on providing an excellent customer experience so you will be working closely with the digital marketing executive to improve the customer experience through the website. This will include troubleshooting & resolving issues using eCommerce software and associated apps (password resets, order problems, delivery issues) , troubleshooting queries with the ecommerce platform, checking wholesale e-commerce orders, testing and improving the customer journey and overall online experience.
Ongoing support and advice for our customers is an important part of what we do, so you will manage technical queries, liaising with our Technical team to make sure that all customer technical issues are responded to in a timely manner. You will also collaborate with the Account Management team in responding to customer coffee queries and training requests.
As a member of our marketing team, you will also collaborate on creating social media content and support the team with brand activations.
SKILLS & EXPERIENCE WE'RE LOOKING FOR
You should be enthusiastic and professional with excellent customer experience skills and a couple of years experience in a similar role. As well as being a brilliant communicator, you'll be organised, able to follow processes and have good administrative skills.
We use a number of software systems and platforms, including Netsuite (ERP), BigCommerce (eCommerce), courier tracking and collections and other apps within BigCommerce. While full training will be provided on all of these platforms, good computer skills are a must.
This is a busy and varied role so you will be able to keep calm in a busy office environment and work through problems logically and methodically.
MORE ABOUT EXTRACT COFFEE ROASTERS
Awarded best speciality roaster in the 2022 UK Coffee Awards, Extract Coffee Roasters is a speciality coffee roaster on a mission to make coffee better. By that, we mean better for coffee growers, for cafes and hospitality businesses, for coffee drinkers and for our local communities.
Behind roastery doors, we are an eclectic mix of cyclists, runners, musicians, growers, bakers, bookworms, parents, artists, activists and allies. We care about things like fairness, listening, learning and helping others.
Extract Coffee Roasters is an equal-opportunity employer. We welcome candidates of all backgrounds and experiences to apply regardless of their race, sex, disability, religion/belief, sexual orientation, or age.
Benefits:
A competitive salary.
23 days holiday plus bank holidays (and additional days earned for long service).
Workplace health and wellbeing support through My Health Assured EAP.
Company yoga.
Workplace marketplace & shopping discounts.
Company pension.
INTERESTED? HERE'S HOW TO APPLY
If being Extract's new Customer Experience Support sounds like your dream coffee job, we'd love to hear from you.
To apply for the job, email our Head of Marketing, Joshua Small with your CV and a cover letter outlining your salary expectations and why you're the perfect person to join our team.