Customer Support

Customer Support

• Location: Northampton
• Hours & Flexibility: Official hours are 8:00 AM - 5:00 PM, but we love flexibility. Most of the team prefers to start at 8:30 AM and take a half-hour lunch instead an option fully open to you from day one.
• Salary: £13.46-£14.42 / £28K-£30K

General Description of the Role

As a Machine Services & Customer Care Specialist, you will play a pivotal role in supporting and delivering the Machine Services and Customer Service strategy.

Serving as a key brand ambassador, you will provide exceptional, pragmatic, and personable support to both internal and external stakeholders via phone and email. This is a dynamic, broad-scope role that requires a deep understanding of our client base, premium product range, and espresso machinery. Success in this role demands outstanding communication, sharp problem-solving skills, and meticulous attention to detail to manage purchase orders, process domestic cash orders, review forecasting, and resolve quality and technical issues.

Key Responsibilities

Customer Care & Order Management

• Order Processing: Accurately process all sales and domestic order documentation within required timeframes, ensuring seamless delivery of consignments and documentation.
• Inquiry Handling: Deliver high-quality, professional customer service via telephone and email, providing accurate information regarding product availability, pricing, shipments, and forecast demand.
• Commercial Support: Drive revenue growth by identifying opportunities for upselling and cross-selling, staying fully up to date on product launches, machinery, and promotional campaigns.
• Financial Admin: Process cash transactions and manage administration for domestic orders.

Technical Support & Issue Resolution

• First-Line Troubleshooting: Provide initial technical troubleshooting support for customer coffee machinery, resolving issues remotely where possible.
• Escalation Management: Escalate complex machinery issues appropriately, balancing customer urgency with business-critical call-out and service cost control measures.
• Complaint Resolution: Efficiently receive, log, track, and resolve customer complaints, turning challenging situations into positive brand experiences.

Key Performance Indicators

• Service Efficiency: Service response and first-contact resolution times.
• Customer Retention: Customer satisfaction (CSAT) scores and retention levels.
• Cost Efficiency: Adherence to service budgets and machinery call-out cost controls.

Skills, Experience & Personal Attributes
Required Qualifications & Experience

• Experience: Minimum of 3 years in a customer service or customer support role, with a proven ability to put the customer at the centre of your decision-making.
• Technical Troubleshooting: A natural aptitude for understanding how machinery works and guiding others through basic troubleshooting.
• Communication: Exceptional verbal and written English communication skills.
• IT Literacy: High proficiency in the Microsoft Office Suite, with strong Excel skills being essential.

Preferred

• Experience with Purchase Order or Inventory Management systems.
• Prior experience working with sales/demand forecasts.

Key Personal Attributes

• Organisation & Agility: Proactive task-manager capable of balancing a heavy workload and adapting quickly to shifting priorities.
• Relationship Builder: Naturally empathetic and professional, with the ability to build strong rapport with diverse internal and external stakeholders.
• Analytical Thinker: High attention to detail with the ability to spot trends, anticipate future business needs, and proactively solve problems before they escalate.

Please note: This job description is not exhaustive. Responsibilities and work allocation may be reasonably altered to reflect evolving business needs and priorities.

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