We have been passionate about people enjoying great-tasting and 100% traceable speciality coffee ever since we started roasting in the basement of our first restaurant fifteen years ago. Today, we're a B Corp certified roaster, supplying coffee fresh from the Loring Peregrine S70 at our North London roastery to a range of growing customers, including our nine restaurants and Brew Bars.
The Role
Exceptional hospitality is embedded throughout all Caravan experiences with a focus on food, drink and people. We're looking for a Customer Experience Superstar to own all roastery customer support needs, ensuring we're delivering best-in-class customer communication, coffee tech support and seamless order-to-invoice management for all D2C and B2B customers. They will be a positive communicator and problem solver, going above and beyond for our customers.
Responsibilities
General Customer Service
* Inbound comms: responding to all D2C and B2B enquiries via email or phone, using a friendly Caravan tone of voice.
* Complaint management: assessing queries based on initial severity, following response plan, logging complaints, working with production on resends, escalating quality complaints with urgency to relevant teams.
* Customer support automation: continually assessing tasks and processes to drive efficiencies, trialling new systems and AI solutions.
B2B Order-to-Invoice Management
* Ordering: maintaining Unleashed customer ordering platform, processing manual B2B orders, managing system integration errors, reconciling EDI issues.
* Invoicing: issuing invoices/credits in Xero, allocating Stripe payments, uploading invoices to non-EDI customer portals.
* Aged debt: supporting Finance team to retrieve delayed invoice payments and hold orders for offending customers.
* Customer onboarding: setting up new accounts in line with reporting guidelines, maintaining price lists, booking customer training, assisting with first orders, arranging supporting non-coffee equipment and kit.
* Special activity management: aligning order volumes for events/promotions with customers and/or sales team, liaising with Production team to plan for high complexity orders.
* Emergency deliveries: arranging couriers or inhouse van driver where customers risk supply gaps in site.
Tech and Machinery Support
* Inbound tech queries: acting as first port of call for tech-based enquiries, grading queries based on severity, providing initial troubleshooting for machinery and equipment such as espresso machines and grinders.
* Call out and PPM job scheduling: confirming emergency service callouts in two working hours, owning preventative maintenance calendar and scheduling jobs from supplier pool.
* Job completion and invoicing: gathering successful job feedback, logging completed job sheets, sending comprehensive final invoices for all parts and services.
* Free-on-loan machinery: logging all signed trading agreements, keeping active customer asset list, arranging uninstall and collection for closing agreements.
* Customer machinery financing: setting up solutions with our third-party finance partners and offering customers advice on the best solutions for new requests.
* Tech provider relationship management: tracking performance, holding all key providers to account against agreed SLAs and supporting tenders for new requirements.
Roastery Team Support
* Culture events organisation: supporting wider team to deliver engagement activities and townhall meetings
* Lambworks sundries: weekly ordering of fruit,stationary, cleaning supplies.
* Team birthday calendar: keeping log of all HQ birthdays and arranging treats.
The Person
* Proven experience in customer service or account management, ideally within FMCG or speciality coffee.
* Solution focussed problem solver, highly organised and able to stay calm whilst spinning many plates at once.
* Excellent written and verbal communication skills.
* Strong attention to detail with accuracy in order processing and customer communication.
* Comfortable working with digital tools and systems (e.g. Unleashed, Xero, Stripe, EDI platforms, Monday CRM).
* Confident building strong relationships at all levels with team members, external partners and customers.
* Interest in speciality coffee and willingness to develop product and machinery knowledge.
* Able to work from our Islington roastery Monday to Friday (flexible working needs can be discussed).
To say thank you for choosing us, we also offer our teams:
* 50% off all food in our Brew Bars
* Dining discount when visiting our restaurants
* All of the coffee you can drink on site
* Weekly roastery team lunch
* Weekly allowance of coffee for home
* Bike to work scheme
* Mental health and well-being support
* Financial health education and support
* Leadership training and development
* Birthday & anniversary treat: on your birthday and work anniversary, you'll receive a Caravan voucher to spend in any of our restaurants
* Development and career progression: 80% of our management roles are filled internally
Sustainability
We expect our teams to support environmental stewardship targets and efficiency goals by following departmental environmental policies and monitoring own usage of vital resources such as energy, disposable goods, and food waste, to name a few.
Diversity & Inclusion
All our teams must respect individual differences with regards to identity, national and cultural background, and level of experience in all interactions while at work, including with members of the public.
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