Customer Experience & Order Administration Executive

About Our Client & Role Purpose

Our client is a fast-growing B2B food business on a mission to make sourcing brilliant food effortlessly simple for the businesses they serve. Their customers rely on them for quality products and for a partnership they can trust, delivered with a warm, straightforward and dependable service. They do the fundamentals brilliantly and treat every client relationship like it matters, because it does.

As a Customer Service & Order Administration Executive, you will be the day-to-day point of contact for their B2B clients and the person who makes sure their orders are processed accurately, on time and without surprises. The role combines customer communication (phone, email and live chat) with hands-on order, billing and delivery administration. You will also support the Sales team with ad-hoc tasks and mention relevant products where it helps the customer.

Core Responsibilities

Sales inbox & customer communications

• Manage your allocated folder within the sales inbox, responding to and resolving every email within the agreed SLAs.

• Check the spam folder and the unassigned inbox regularly so nothing is missed.

• Answer incoming calls and live chats within the agreed SLAs.

• Follow up outstanding queries actively rather than leaving them awaiting action.

Order processing & management

• Process customer orders accurately and promptly: order entry, follow-up, invoicing and resolution of queries.

• Process orders in time to meet promised delivery timescales, particularly next-day delivery.

• Check order and invoicing details carefully.

• Confirm and progress proforma orders.

• Chase outstanding queries (for example best-before dates) that prevent an order from progressing.

SOPS monitoring

• Check the SOPS list at least every 30 minutes throughout the working day.

• Act on updates, including orders released by Accounts and customer responses to outstanding queries.

• Release orders to the warehouse as quickly as possible and take ownership of preventing avoidable delays.

Additional customer service duties

• Process credit notes accurately and on time.

• Set up new customer accounts on the CRM and the website.

• Investigate, manage and resolve customer complaints, escalating where necessary.

• Manage seasonal pre-orders, including booking deliveries and handling back orders.

• Follow up delivery exceptions, provide proof of delivery (PODs) and liaise with couriers.

• Support the Sales team with ad-hoc tasks, and mention relevant products to customers where appropriate.

What Success Looks Like

Success in this role is measured by timeliness, accuracy and consistent daily routines.

• Emails, calls and live chats answered within our service levels

• Orders processed and released in time for next-day delivery

• Proforma orders confirmed and customer queries followed up

• Order and invoicing details checked accurately

• Inboxes and the order tracking list checked consistently throughout the day

• Customer interactions and complaints logged accurately in the CRM

Requirements & Qualifications

Essential

• Proven experience in a B2B customer service, order administration or sales support role.

• Strong organisational skills: able to run a regular checking routine (inboxes, order lists) while handling live calls and chats.

• High attention to detail, particularly on order entry, invoicing and credit notes.

• Experience with CRM and helpdesk platforms (HubSpot, Salesforce or similar) and order management systems; EDI experience is a strong plus.

• Experience of invoice and credit processing and of warehouse order fulfilment processes.

• Clear written and verbal communication, adapting tone between independent owners and corporate buyers.

• Comfortable working across phone, email and live chat without losing accuracy or warmth.

• A habit of taking notes, building your own reference materials and applying what you have been trained on independently.

• Calm under pressure in a fast-paced environment, including urgent delivery escalations.

Desirable

• Background in food, beverage, FMCG, hospitality or wholesale distribution.

• Familiarity with customer retention metrics or account health scoring.

Soft Skills & Working Style

• Reliable and methodical: keeps to daily routines and follows every query through to resolution.

• Detail-oriented: takes pride in getting order details and CRM data right every time.

• Proactive: chases outstanding queries and looks for the root cause rather than a quick patch.

• Self-directed learner: takes notes in training and team huddles and refers back to them, while asking questions when something is genuinely unclear.

• Warm and professional: personable, helpful and calm with customers, including during peak periods.