About Origin

Origin is one of Europe’s leading speciality coffee roasters. Founded 20 years ago on provenance, seasonality, and transparency principles, we work directly with some of the world's most exceptional coffee producers.

We are a team of award-winning coffee professionals dedicated to delivering an industry-leading speciality coffee experience across everything we do.

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

Origin is a certified B-Corporation winner of The Queen’s Award for Sustainable Development. We’ve been named ‘Europe’s Best Specialty Coffee Roaster’ at the European Coffee and Hospitality Awards for two consecutive years in 2023 and 2024.

About the role

Our Customer Service Coordinator is essential in supporting our wholesale partners and Wholesale Managers. You’ll oversee the daily operations of customer service, ensuring orders are handled accurately, communication remains proactive, and accounts are managed with attention and care.

Your role will centre on partnering with our Wholesale Managers to ensure the success of the accounts they manage. As the primary point of contact for customer queries and orders, you’ll play a key role in delivering a seamless and positive experience for all stakeholders. With a professional and solutions-oriented mindset, you’ll contribute to Origin’s reputation for excellence through every interaction.

Collaboration is essential to this role. You’ll work closely with Wholesale Managers and internal teams, including sales, production, marketing, and finance, to anticipate customer needs, address challenges, and streamline processes. Your efforts will ensure that the customer service team is the backbone of front-line operations, providing a foundation for success and efficiency.

Building and nurturing strong relationships with wholesale partners will also be a focus. By fostering trust and understanding, you’ll help ensure customers feel supported and valued while reinforcing the collaborative partnership between the customer service team and Wholesale Managers.

This role requires operational expertise, leadership, and customer focus. With strong prioritisation and problem-solving skills, you’ll play a pivotal part in establishing Origin as a benchmark for exceptional service in the speciality coffee industry.

The Role Responsibilities

Customer Service

• Provide outstanding service through phone, email, and in-person channels.
• Handle customer queries efficiently, resolving or escalating issues as needed.
• Proactively communicate despatch schedules, product updates, and changes to customers.

Account Management

• Accurately process and manage daily orders, ensuring consistency and reliability.
• Build and maintain strong relationships with wholesale customers, offering personalised support.
• Maintain detailed customer records in CRM systems (Unleashed/Gorgias), including order history and communications.
• Address order/product issues and assist with events or special customer requests.

Operational Excellence

• Manage courier relationships, resolve delivery challenges, and oversee returns.
• Ensure inventory records and invoicing are accurate and up to date.
• Support wholesale teams with sample distribution and online platform management.

Team & Coordination

• Lead the processing of wholesale orders and support the customer service team.
• Coordinate seamlessly with departments such as production, sales, and marketing.
• Foster a solutions-driven approach to improve processes and enhance customer experience.
• Keep wholesale customers informed of operational or marketing updates.

About You

Values and Mindset

• You thrive on delivering exceptional experiences and exceeding expectations.
• You collaborate with others to build strong, trusting relationships internally and externally.
• You approach challenges with a positive, solutions-focused mindset.
• You remain calm and organised in a fast-paced, dynamic environment.
• You value accuracy, efficiency, and consistency in all aspects of your work.
• You are driven to innovate and enhance processes to benefit customers and the team.

Experience and Skills

• Proven success in customer service within wholesale, retail, hospitality, or e-commerce.
• Strong communication skills (verbal and written) to effectively engage customers and teams.
• Excellent organisational and multitasking skills, maintaining accuracy under pressure.
• Team leadership experience, including motivating and guiding teams toward success.
• Proficient with CRM platforms, inventory management systems, and online ordering tools (Unleashed and Gorgias experience is a plus).
• Knowledge of order management, logistics, and troubleshooting delivery issues.
• Passion for customer service and building long-term relationships.

Desirable

• Familiarity with the speciality coffee industry, including product trends and customer needs.