The Homemade Brownie Company Ltd is a small, family-owned business producing award-winning gluten-free chocolate brownies. The team currently produce around 750,000 brownies per year, selling direct to end customers online and at events as well as wholesale to retailers and food service outlets. Located in Basingstoke, Hampshire, we currently have a team of 13 full-time and 5 part-time employees based out of our small bakery/office unit.
We’re growing quickly and are looking for somebody to support our busy Customer Service and Events office functions. We’re known for the quality of both our products and our customer relationships and as we grow, we need someone who can help us to continue to provide an excellence service and is ambitious to develop with us.
Overview:
The Customer Service & Events Coordinator will report to the Customer & Commercial Support Manager and will be the first point of contact for our customers, providing professional support across email, phone, online platforms and marketplaces. You'll manage customer enquiries, complaints, orders and delivery issues, helping to ensure an excellent customer experience at every stage.
You'll also provide administrative support across our sales activities, including order processing, trade account administration, quotations and samples, while assisting with the co-ordination of our busy events programme through bookings, paperwork and logistical arrangements.
Working closely with colleagues across the business, you'll play a key role in delivering outstanding customer service, supporting sales activity and ensuring our events run smoothly and efficiently. As part of a busy and fast-growing small business, the role will be flexible and will need to support other areas of the business as required.
Key responsibilities:
Customer Services:
- Be first point of contact for all customer service activity across email, phone, online platforms and marketplaces.
- Ensure customer enquiries, orders and complaints are handled efficiently, professionally and in line with company standards.
- Log, review and respond to customer feedback and reviews, including encouraging positive reviews and managing negative feedback appropriately.
- Log, track and analyse customer complaints, identifying trends, finding resolutions and implementing improvements to reduce recurring issues.
- Manage delivery tracking, follow-ups and liaison with courier partners.
Sales Support:
- Provide day-to-day administrative and operational support to sales activity across direct-to-consumer, trade and corporate channels.
- Input and manage orders across systems, including web orders, trade, corporate and event sales.
- Set up and maintain customer trade accounts.
- Respond to trade and corporate enquiries, prepare quotes and arrange samples.
Events Co-ordination:
- Process event bookings and required paperwork.
- Communicate event information internally, ensuring Events Reps are informed and prepared.
- Arrange event-related logistics including equipment ordering and hotel bookings.
Qualifications & Experience
- Experience: Previous experience in a customer service, administration, sales support or co-ordination role would be advantageous.
- Customer Focus: Passionate about delivering excellent customer service and creating positive customer experiences.
- Organisation: Well organised with the ability to manage multiple tasks, priorities and deadlines in a fast-paced environment.
- Communication: Strong written and verbal communication skills, with the confidence to interact professionally with customers, suppliers and colleagues.
- Attention to Detail: High level of accuracy when processing orders, maintaining records and handling customer communications.
- Problem Solving: Able to identify customer issues, investigate causes and work with colleagues, suppliers and courier partners to find effective solutions.
- IT Skills: Comfortable using email, Microsoft Office and business systems, with the ability to learn new software quickly.
- Teamwork: A collaborative team player who is willing to support colleagues across customer service, sales and events activities.
- Positive Attitude: Enthusiastic, reliable and keen to contribute to a growing business where no two days are the same.
Benefits & Schedule:
- Permanent role
- 37 ½ hours per week: Monday to Friday 8:30am – 5pm with 1 hour for lunch
- Located at Sterling House, Stroudley Road, Basingstoke, RG24 8UG
- Salary of £24,850 per year
- 20 days holiday per year + Bank Holidays
- Company pension scheme
- Employee discount
- On-site parking
Job Types: Full-time, Permanent
Pay: £24,850.00 per year
Benefits:
- Company pension
- Employee discount
- On-site parking
Work Location: In person
