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-£30KGeneral 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
Only candidates based in UK and eligible to work in UK are allowed