Job Description

JOB TITLE

Customer Success Manager

TENURE

Full-Time

REPORTING TO

Chief Product Officer

START DATE

September 2025

CUSTOMARY HOURS

No less than 37 hours per week, increasing as and when workload dictates

Typically 4.5 day working week (Monday to Friday, early finish on Fridays)

2 month notice period

Based out of our Hertfordshire roasting facility

REMUNERATION

30,000 per annum, paid monthly

25 days holiday

1 day off for your birthday

8 bank holidays

2 meals provided at work

Statutory company pension scheme

25% discount on all online purchases through the Workshop Coffee website

Staff breakfast & lunch provided, and complimentary coffee drinks at all times

Complimentary 250g bag of retail coffee per week

POSITION SUMMARY

We are a tightknit, inclusive and hardworking team. At the heart of Workshop Coffee is our Production Department, charged with the responsibility of sourcing, roasting and supplying the sweetest, cleanest, freshest coffee possible. To help facilitate our growth and ensure our wholesale partners and e-commerce patrons receive a service that parallels the quality of our goods, we are looking for a Customer Success Manager to positively shape every customer's experience. We are looking for someone with a proactive approach to customer support, to drive engagement, retention and ensure their experience is wholly positive.

DUTIES & RESPONSIBILITIES

The successful candidate will be responsible for:

Onboarding new wholesale customers and setting them up on our wholesale portal Processing purchase orders Handling complaints from customers from both wholesale and retail channels Liaising with couriers to ensure timely booking in and subsequent delivery of goods Familiarising with protocols for international shipping, customs clearance and necessary paperwork and processes to ensure seamless and timely deliveries Ensuring that product information listed across wholesale and retail channels is accurate and kept updated with newly refreshed blend components and seasonal releases Answering queries from customers via email and telephone Pursuing customer warranties Strengthen ties with our customers through personable, professional communication on both email and phone Booking in online, subscription and wholesale orders with a good understanding of specific customer requirements Managing our subscriptions platform and liaising with subscribing customers Streamlining processes to ensure efficiency as we continue to grow as a coffee roasting business Analyse customer feedback and data to identify trends, areas for improvement, and opportunities for growth Develop and implement strategies to enhance customer engagement and satisfaction
There is also an expectation that the Customer Success Manager will be on hand to help with light production duties, such as picking and packing of e-commerce orders, light cleaning and basic food preparation for our shared staff meals.

Timely, neat and structured packing of roasted coffee Careful and precise application of bag labels and roast dates Picking and packing e-commerce and subscription coffee orders General, ongoing tidying of all production work areas End of day cleaning and workspace reset practices Deliberate handling and presentation of all goods produced To represent Workshop Coffee in the best possible light, at all times

QUALIFICATIONS & REQUIREMENTS

Minimum 1 year's in a customer support role Experience working in a retail and wholesale environment Experience and understanding of the food and drink sector, in particular a sound understanding of the specialty coffee industry Competency in use of email, spreadsheets, and other computer functions Great communication skills Strong problem-solving skills with a proactive approach to addressing challenges Experience using Shopify and preferably other services such as Shipstation Experience liaising with couriers such as Royal Mail, FedEx, UPS A genuine and sincere interest in coffee and a desire to deliver fantastic customer service Ability to work efficiently, diligently, and cheerfully with a variety of co-workers Excellent multi-tasking, prioritisation, organisation skills Excellent English language communication and presentation skills Fastidious punctuality and a keen, focused attention to detail Demonstrable legal entitlement to work in the United Kingdom
Training is an ongoing affair with a view to improve through experience, utilising equipment and techniques to facilitate learning and development.

TO APPLY

Please send a cover letter and CV to

Job Type: Full-time

Pay: From 30,000.00 per year

Benefits:

Casual dress Company pension Discounted or free food Employee discount Free parking On-site parking Store discount
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 01/09/2025
Reference ID: Customer Success Manager
Expected start date: 01/09/2025