Wholesale Customer Service Representative

Bailies Coffee Roasters; Greater London; On-site; GBP 28,000; Full time

Job description

Square Mile Coffee Roasters is a multi-award winning coffee roasting company based in East London. We are focused on providing support to businesses that wish to serve the best coffee they can. We want to make London famous for good coffee. We source, buy, import, roast and deliver the best coffee we can get a hold of, and we never stop asking ourselves how we can make it even better.

We are currently looking for a full-time Wholesale Customer Service Representative to join our team and focus their excellent customer service skills on our wholesale customers. Amongst other responsibilities, you will be responsible for ensuring our customers’ orders and enquiries are processed smoothly and efficiently. We are looking for someone passionate about specialty coffee and driven to deliver an exceptional customer experience alongside our Wholesale Account Managers. Primarily, we want someone who is forward-thinking, adaptable, and creative in providing the highest level of service. The role also requires excellent administrative skills to maintain smooth, efficient, and organised wholesale support for our daily operations.

The Job Role will include but is not limited to:

• Being the first point of contact for all enquiries and outside calls
• Working closely with our Account Managers to set up and maintain wholesale customer accounts
• Running reports to assist with our roasting schedules
• Liaising with key wholesale account holders regarding preferred shipping methods, packaging and product requirements
• Providing support to existing wholesale customers and maintaining relationships
• Responsible for booking and processing next-day wholesale deliveries
• Responsible for booking same-day courier services
• Working closely with Wholesale, Production, Roasting and Training departments to ensure excellent service
• Processing payable wholesale invoices using Shopify and Xero and collecting payments
• Offering wider support to the customer service team when necessary
• Monthly stocktake
• Participating in team tastings

Requirements:

• Experience working within a customer service role
• Desirable: Experience and good knowledge of working with customs and international couriers
• Attention to detail
• Adhering to strict deadlines
• Excellent communication and customer service skills
• Self-directed workload and time management skills
• Analytical skills
• Strong work ethic with a desire to exceed expectations both internally and externally
• Ability to work through situations in a mature, logical and creative manner when necessary
• Seeks opinions where appropriate and makes constructive suggestions
• Proof of the right to work in the UK

The successful candidate will get:

• Annual salary of £28,000
• Ongoing coffee training and time to attend weekly team cuppings
• 28 paid holidays plus public/bank holidays
• Generous pension package
• Working within a passionate team
• Lots of coffee to drink!

To apply, please submit a CV and short cover letter explaining why you would like this role and why you would be a great candidate for this role through this website by Monday 14th April 2025. Due to the number of applications, we can only respond to those going forward to interview.