About Origin

We’ve come a long way since 2004 and we’re just getting started. As one of the longest-standing coffee roasters on UK shores, now twenty years old, the love of coffee fuels everything we do. We’re on an ambitious growth journey, striving to deliver our unique take on speciality coffee and hospitality to more people than ever before.

Origin is bound by one central ethos - the sourcing of incredible coffee through a sustainable, triple-bottom-line approach. Our coffee celebrates the work and commitment of the entire supply chain - from the country and landscape to the farmers, pickers, and producers. Proudly B Corp certified, we’re always striving for better ways to do business and make sure to share our journey with our customers every step of the way. 

Our offering goes beyond an exceptional product, we’re also passionate about bringing the world of speciality coffee to life through an industry-leading education programme. From professional SCA qualifications to enthusiast brewing courses, we aim to support our community wherever they are in their coffee journey. Our digital channels also allow us to provide engaging learning resources, including ‘how-to guides’ and inspiring social content.

We’re proud to roast for some of the UK’s leading independent speciality coffee shops, bakeries, hotels, and restaurants. We have 1000’s of at-home coffee subscribers and 8 beautiful coffee shops across London, Cornwall, Bristol, and Edinburgh.

The role overview

As the Customer Experience Coordinator (12-month Maternity Cover) at Origin, you will be at the heart of our ecommerce and customer service operations, ensuring a seamless experience for our online and subscription customers. You’ll manage customer inquiries, support D2C account operations, process orders, and oversee customer service metrics, playing a crucial role in upholding the high standards of care that Origin is known for.

This role requires someone with strong communication skills, attention to detail, and a proactive approach to problem-solving. Ideally, you’ll bring experience in speciality coffee and/or hospitality, enabling you to connect deeply with our customers and embody Origin’s mission and values in every interaction.

Candidates with experience in values-driven brands, particularly in speciality coffee, food, or related industries, will feel right at home in this role. We’re looking for individuals who appreciate the importance of brand alignment and are ready to represent Origin’s ethos authentically, contributing to our vision with integrity and passion.

This role is flexible and open to part time hours for the right candidate. 

The Role Responsibilities

Customer Service Excellence

• Deliver outstanding customer service across various channels, including phone, email, and in-person interactions.
• Use helpdesk systems (e.g., Gorgias) to manage and respond to customer inquiries, ensuring timely and thoughtful responses.
• Compile and analyse monthly customer service reports, highlighting key metrics and performance against previous months.
• Maintain an in-depth knowledge of Origin’s products, industry trends, and inventory to provide expert guidance and recommendations to customers.
• Resolve customer feedback issues, escalating where necessary, to ensure a high standard of satisfaction.
• Collaborate with the coffee and purchasing teams to stay informed on product updates, allowing you to offer accurate and current information to customers.

Order Processing and Account Management

• Manage the daily processing of ecommerce and subscription orders, ensuring accuracy and timeliness.
• Oversee any third-party orders and special edition product releases, ensuring seamless order fulfilment.
• Work closely with the dispatch, production, and roasting teams to manage stock levels and resolve any order-related issues.
• Handle order returns, process refunds, and ensure accurate stock movement records.
• Monitor subscription services, proactively managing any errors or cancellations, and ensure smooth delivery experiences for our subscribers.

Retail and Brand Support

• Collaborate with retail shop managers to handle customer feedback on various review platforms, particularly any negative reviews, to maintain our brand reputation.
• Maintain a customer service roadmap for retail, focusing on enhancing visibility, optimising processes, and driving revenue growth.
• Prepare monthly reports of online reviews to provide insight into retail customer feedback and identify improvement areas.

Team Support and Coordination

• Support the Customer Service Advisor, ensuring they have the necessary resources and information to deliver exceptional service.
• Cover customer service responsibilities during peak times, including Christmas, Easter, and public holidays.
• Stay updated on any marketing initiatives that may impact the customer experience, proactively preparing for anticipated changes in demand.
• Act as a liaison between departments to promote a collaborative approach to customer service, ensuring all interactions align with Origin’s core values.

Administrative and Other Duties

• Maintain accurate customer account information, including order history and conversation records, using CRM and inventory management tools.
• Assist with the coordination and scheduling of enthusiast and professional courses in collaboration with the education and ecommerce teams.
• Manage relationships with couriers, monitor for potential issues, and implement solutions to ensure smooth order deliveries.
• Personalise orders with gift notes where applicable, adding a thoughtful touch to customer experiences.

About You

To thrive in this role, you’ll need a blend of customer service expertise, strong organisational skills, and a genuine passion for creating exceptional experiences. Your background working with brands that prioritise integrity, sustainability, and community aligns with Origin’s mission and values.

Essential Qualities

• Experience working with brands that share a commitment to sustainability, community, and quality, ideally in sectors like speciality food, beverage, or other B Corps. This background would enable you to contribute insights that align with Origin’s ethos.
• A strong commitment to delivering exceptional service across various platforms, from email to face-to-face interactions.
• Excellent verbal and written communication skills for engaging with customers, colleagues, and stakeholders.
• Skilled at prioritising and managing multiple tasks in a fast-paced environment, ensuring prompt responses to customer inquiries and efficient order processing.
• High level of accuracy in tasks like order processing, invoicing, and inventory management.
• Capable of identifying and resolving customer issues while troubleshooting operational challenges as they arise.
• Works collaboratively with team members and other departments to achieve shared goals and provide consistent customer support.
• Approaches tasks with optimism, resilience, and flexibility when facing obstacles or new challenges.

Desirable Qualities

• Previous experience in the coffee industry or a background in hospitality, which would enhance your ability to connect with our customers and understand our products.
• Experience with CRM tools and order processing software.
• Ability to adapt to shifting priorities and evolving business needs.

Please note, this role is based at our roastery in Porthleven, Cornwall