Customer Experience Executive

Job description

About Us We're a fast-growing B2B food business on a mission to make sourcing brilliant food effortlessly simple for the businesses we serve. Our customers rely on us not just for quality products, but for a partnership they can trust—delivered with a warm, straightforward, and always dependable sense of service. We've built our reputation on doing the fundamentals brilliantly and treating every client relationship like it matters—because it does. As we grow, we're looking for people who share that same pride in getting things right for the people who depend on us. Role Purpose & Performance Objectives As a Customer Experience Executive, you will be the main point of contact for our client portfolio, delivering exceptional service while actively driving account growth and supporting sales administration. Deliver Outstanding Service: Maintain an excellent standard of customer engagement, consistently going the extra mile to build long-term trust. Drive Commercial Growth: Proactively identify sales opportunities through upselling and cross-selling while supporting administrative efforts to expand existing accounts. Maintain Operational Excellence: Ensure flawless execution of order processing, billing, and order releases to keep logistics running smoothly. Key Performance Indicators (KPIs) Response & Resolution Time: Meeting SLA standards across phone, chat, and email channels. Customer Satisfaction & Retention: CSAT, NPS, and overall account health scores. Sales Growth & Support: Upselling/cross-selling conversion rates and accurate admin management. Key Responsibilities & Duties 1. Customer Engagement & Relationship Management Own day-to-day relationships with a portfolio of B2B clients, including key VIP accounts, acting as their primary point of contact across omnichannel touchpoints (incoming calls, email, and live chat). Set up new customer accounts and guide them through a smooth, confidence-building onboarding experience. Proactively reach out to assigned customers via telephone and email to strengthen relationships and identify growth opportunities. Identify early churn signals or at-risk accounts, working closely with Account Management to re-engage clients before issues escalate. 2. Sales Support & Upselling Actively drive account growth by upselling and cross-selling relevant products during customer interactions. Support the Sales Team with day-to-day administrative tasks to help scale existing accounts. Shared responsibility for managing and processing incoming inquiries via the team sales inbox. 3. Order Management & Operational Administration Input and process emailed, faxed, website, and EDI orders directly into the CRM system, ensuring prompt booking and order confirmation adherence to SLAs. Process credit notes, billing adjustments, and invoices on the CRM and EDI systems. Manage seasonal pre-orders and release approved orders to the Warehouse Team at regular operational intervals. Track delivery exceptions, monitor supply chain bottlenecks, and notify customers proactively. 4. Issue Resolution & Continuous Improvement Investigate and resolve customer complaints, product queries, or delivery issues by coordinating with Logistics, Warehouse, Operations, and Finance to address root causes. Log all client interactions, feedback (NPS/CSAT), and support tickets accurately within the CRM to surface trends for the wider business. Contribute to improving customer experience processes, standard templates, and self-serve resources. Requirements & Qualifications Essential: Proven experience in a B2B customer service, account management, or customer success/support role. Strong experience using CRM and helpdesk platforms (HubSpot, Salesforce…) and order management systems (EDI experience is a strong plus). Excellent written and verbal communication skills, with the ability to tailor tone for independent owners vs. corporate buyers. Strong organizational skills and attention to detail—ability to juggle account management, administrative data entry, and live calls simultaneously. Comfortable working across multiple channels (phone, email, live chat) without sacrificing accuracy or warmth. Problem-solving mindset with natural empathy for resolving customer issues calmly under pressure. Desirable: Background in food, beverage, FMCG, hospitality, or wholesale distribution sectors. Experience handling invoice/credit processing and warehouse order fulfillment processes. Familiarity with customer retention metrics or health scoring. Soft Skills We Value Warmth & Professionalism: Personable, authentic, and naturally helpful. Driven & Curious: A problem solver who looks for the root cause rather than applying a quick patch. Detail-Oriented: Takes pride in administrative precision, ensuring CRM data and order details are right every time. Resilient: Stays calm and composed during peak periods or when dealing with urgent delivery escalations.