Customer Experience Coordinator

Introduction

Sauce Shop doesn't do average. We make seriously good sauces — the kind people rave about, hoard, and refuse to share. Now we need someone to demonstrate to our customers that we are also serious about their experiences with us. Someone who s passionate about their craft, someone that understands the power of both words and follow up actions.

Come build our customer experience journey into something that other companies can only dream about!

Overview
The successful candidate will own the customer experience for all Sauce Shop customers — trade (B2B) accounts and direct-to-consumer (online shop) customers — ensuring every query, delivery issue, return, credit, refund and complaint is handled promptly, professionally and in the Sauce Shop tone of voice, through to full resolution.

To act as the voice of the customer inside the business — the day-to-day link between customers, Supply Chain, the 3PL and DTC fulfilment operation, Commercial and Technical — using customer feedback and service data to reduce failures and improve the experience, and growing over time into ownership of customer experience standards, tools and insight.

Key Accountabilities

• Own all customer service communications for B2B and DTC customers — queries, delivery issues, fails, returns, credits and refunds through to full resolution
• Communicate customer fails to customers and log them on the service report, working with Supply Chain to reduce repeat failures
• Manage B2B customer accounts — onboarding, B2B portal activity, customer master data and customer-specific pricing in line with approved price lists
• Manage DTC customer contact across the online shop’s service channels and work with the Fulfilment Manager to resolve DTC fulfilment issues
• Own DTC customer communication on social channels and Trustpilot – delivering quality, branded responses, joining up contacts across platforms and linking complaints to reporting and resolution
• Log product complaints and pass them to Technical in line with the complaints procedure, keeping the customer updated through to close
• Produce customer service reporting covering response and resolution times, failures, complaints, returns, credits and customer feedback
• Share customer insight with Supply Chain, Commercial and Operations and support continuous improvement across customer service processes

Key Tasks

Customer Service – Trade (B2B)

Act as the first point of contact for trade customers on order, delivery and account queries

Handle customer delivery queries (POD, tracking, damages, shortages) with the 3PL/DC and carriers and follow through to closure

Communicate customer fails to customers and log them on the service report

Manage customer returns, credits and claims — agree the outcome, raise credit notes in Unleashed within agreed authority and pass returned stock to Supply Chain for booking in

Manage B2B portal activity – customer onboarding, portal access, customer-specific pricing and issue resolution

Set up new customers and maintain customer master data in Unleashed using agreed checks and approvals

Customer Service – Direct to Consumer (Online Shop)

Manage the DTC customer service inbox and channels, responding within agreed service levels

Resolve DTC order issues (where-is-my-order, damaged, missing or incorrect items), including replacements and refunds within agreed authority

Raise DTC fulfilment errors with the Fulfilment Manager and feed back root causes

Manage courier claims and lost-in-transit cases for DTC parcels

Monitor and respond to product reviews and customer feedback

Customer Service – Social Channels & Trustpilot (DTC)

Manage DTC customer communication on social channels (comments, DMs and mentions), giving quality, on-brand responses to issues and queries in the Sauce Shop tone of voice and within agreed service levels

Work closely with the Social Media Executive to agree response approach, tone and escalations, so reactive customer service stays aligned with planned social content and campaigns

Connect customer identities across platforms – where a customer has contacted us in more than one way about the same issue (e.g. social, email and Trustpilot), link the contacts into a single case so they get one consistent, joined-up response

Manage reactive and proactive responses on Trustpilot – responding to reviews promptly and on-brand, and inviting reviews from customers after positive experiences and resolutions

Where Trustpilot reviews raise complaints, log them in the open-case tracker and complaint data so they are captured in customer service reporting, and follow each one through to resolution

Complaints, Reporting & Insight

Log product quality complaints and pass them to Technical in line with the complaints procedure, keeping the customer updated through to close

Maintain the service report, failure log and open-case tracker

Produce and circulate customer service reports (contact volumes, response and resolution times, failures, complaints, returns, credits and refunds)

Share customer feedback and trends with Supply Chain, Commercial and Operations

File and organise return, claim, credit and complaint records so they are complete and audit-ready

Continuous Improvement & Cover

Review and update customer service SOPs, response templates and FAQs

Support continuous improvement projects that reduce failures and improve the customer experience

Support ad-hoc customer experience projects as identified by the Operations Director

Provide order-entry cover for the Supply Chain Coordinator during absence and peak periods

Additional Development Opportunities

The following are areas the post-holder can grow into over time, as competence and capacity develop.

• Build a customer service failure reporting and corrective action tracker
• Build a customer service KPI dashboard (response and resolution times, failures, complaints, customer satisfaction)
• Develop customer experience standards and SOPs across B2B and DTC, including response templates and a customer-facing FAQ
• Introduce customer satisfaction measurement (e.g. a post-resolution survey) and report on trends
• Develop a DTC fulfilment quality feedback loop with the Fulfilment Manager
• Scope a shared inbox or helpdesk tool to track customer cases across all channels
• Review the returns, refunds and credits policy for B2B and DTC with the Operations Director
• Turn review, complaint and feedback insight into improvement ideas for Operations, Commercial and NPD

Pay: £27,000.00-£30,000.00 per year

Application question(s):

• Have you worked in an E Commerce environment?

Experience:

• Customer service: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person