Job Description

About the Company:

Maldon Salt is a fourth-generation family-owned business. Our pyramid salt flakes have been skilfully made using the same traditional artisan methods in the coastal town of Maldon since 1882. Today, we're not just custodians of an ancient culinary tradition but also creators of a highly successful and respected global brand. Maldon Salt is recognised the world over as the finest of sea salts, and we are proud to have held the Royal Warrant for official purveyors of sea salt since 2012.

As a business, we take our corporate social responsibility to our customers, partners, and ourselves extremely seriously. We are always seeking ways to lessen our footprint and are currently working on a five-year plan to both increase the sustainability of all the packaging we use and make sure all our packaging is easily recyclable. In addition, with every Maldon salt box produced, we will be supporting the World Land Trust and the fantastic work they do to protect threatened habitats and wildlife.

It's all part of our commitment to global environmental sustainability.

About the Role:

As a

Customer Services and Business Relationship Co-Ordinator (Maternity Cover)

, you will play a key role in delivering exceptional service to our UK and International customers. Reporting directly to the Customer Services Manager, you will be responsible for managing day-to-day customer service operations and coordinating transportation logistics to ensure the timely and accurate delivery of our products.

You will be the first point of contact for our valued customers, so a proactive, organised, and customer-focused approach is essential. Your ability to build strong relationships and maintain high service standards will be critical to the success of this role.

This role is due to end on 27 November 2026.

Key Responsibilities

Manage the full administrative process related to customer order fulfilment, ensuring timely and accurate service delivery. Maintain up-to-date customer and sales data within the Sage system, ensuring accuracy and consistency. Ensure all customer-specific packing requirements are recorded and accessible to both the office and packing teams. Generate and supply all necessary export labels to the warehouse promptly. Coordinate with the Operations team to align packing schedules with customer delivery expectations. Maintain proactive and clear communication with customers to uphold high service standards. Develop a strong understanding of customer needs and complexities, sharing relevant insights with the Head of Sales. Prepare and provide basic technical documentation to support product quality expectations. Accurately produce invoices, delivery notes, and export documentation for all customer orders. Collaborate closely with the Sales team to ensure alignment and share key customer data across channels. Provide monthly customer updates and trend analysis to the Customer Service Manager and wider business. Stay informed on export documentation requirements through regular updates from the Chamber of Commerce and industry events. Monitor and ensure compliance with customer legislation and regulatory requirements. Update Sage and notify customers upon receipt of completed paperwork from Operations; forward delivery notes to the warehouse. Notify customers when orders are ready for collection and coordinate with the Warehouse for booking logistics. Apply for Customs Certificates promptly upon invoice generation, confirming details with customers before final submission via World Options. Ensure all invoices are sent to hauliers and customers post-collection and recorded in Sage. Scan and archive delivery notes with Proof of Export (PoE) for HMRC traceability.

Account Management of Transactional and Nurture customers.

Manage and develop both transactional and nurture customer accounts to exceed performance targets and support overall business growth. Proactively engage with new and existing customers through calls and emails to drive sales in line with team objectives, ensuring all interactions are logged and tracked accurately. Collaborate with the Sales team to support the ongoing management and development of assigned accounts. Provide regular feedback and insights to the Sales team to inform strategy and identify opportunities for improvement or growth. Assist the Customer Service Manager with the day-to-day account management of Amazon, including resolving shortages and addressing chargebacks efficiently.

Transport

Coordinate with the warehouse team to confirm that goods are dispatched in line with customer expectations and agreed timelines. Communicate with transport contractors to ensure timely and accurate delivery of customer orders, in alignment with company KPIs. Resolve any delivery-related issues with customers and transport providers within 24 hours to maintain service excellence. Ensure all relevant collection and delivery documentation is prepared and provided to the warehouse promptly.

Miscellaneous

Support the smooth running of systems and administrative processes across the department. Answer incoming calls professionally, ensuring accurate and helpful information is provided at all times. Carry out all duties in a professional, friendly, and enthusiastic manner, reflecting the company's values. Act in alignment with the company's vision, mission, and core values in all aspects of the role. Take reasonable care of your own health and safety and that of others, complying with all legal and company health and safety requirements. Assist in handling customer complaints, ensuring they are managed professionally and escalated appropriately when necessary. Undertake any other reasonable duties as requested by the Company or your line manager.

Knowledge, Skills & Experience Required:

Strong MS Office skills are essential Experience working in a customer-focused role is essential Previous experience of working within a customer service function is desirable Previous export or customs documentation experience is desirable Numerate and articulate, able to communicate detailed reports to others

Key Behaviours:

Open and authentic in their interactions, matching actions and words, building trust and support with others. Works collaboratively with immediate and extended teams, building common agendas, aligned objectives, and delivery plans. Demonstrates clear ownership, ambition, and pride in the business and the local team's performance. Creates a clear, stretching future vision for the site and motivates employees to contribute their best to its achievement. Displays and role models the Maldon Values.

Qualifications:

5 GCSE C (5) or above, or equivalent A business management qualification would be highly desirable

Salary & Reward Package

Competitive salary, paid monthly 25 days (pro-rata) annual leave + bank holidays rising to 28 days with length of service (plus bank holidays) 1 week company sick pay after successful probationary period, increasing to 3-weeks Company Sick Pay (after 12 months service) Life Assurance (4 x basic annual salary, after 6 months service) Income protection (after 3 months service), payable at 75% of basic salary, for up to 5 years (subject to approved claim by insurance provider) Private Medical Insurance (after 6 months service), and option to add dependants/family, self-funded by employee. Enhanced Salary Sacrifice Pension Scheme (4% matched contributions) Opportunities for professional growth Employee Assistance Program Employee discounts to high street retailers Cycle to Work Scheme Company Events Christmas Shutdown Free refreshments, such as, tea and coffee
If you require any further information, please contact HR Department on 01621 502321 or email: HR@maldonsalt.co.uk.

To apply, email your CV to: HR@maldonsalt.co.uk

NO RECRUITMENT AGENCIES PLEASE

Job Types: Full-time, Fixed term contract
Contract length: 10 months

Benefits:

Company events Company pension Employee discount Free parking Life insurance On-site parking Store discount
Application question(s):

The role initially will be based in Maldon, but we will be relocating to Langford, which is not serviced by public transport, therefore please confirm you are able to drive to and from work each day independently. Do you have 5 GCSE at grade C or above?
Experience:

Customer service: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person