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. Temp to perm for the right person