Customer Service & Admin Executive

Key Responsibilities

• Order Management & Processing
• Receive and process customer orders via phone, email, text messages, and online platforms (Supplyd, company website).
• Enter orders accurately, ensuring correct product codes, quantities, and pricing.
• Check stock availability and inform customers about substitutions, shortages, or delays.
• Coordinate with warehouse and delivery teams for timely packing, dispatch, and delivery.
• Monitor standing orders and proactively remind regular customers.
• Customer Service & Relationship Management
• Respond to customer enquiries regarding products, pricing, minimum order quantities, and delivery schedules.
• Handle customer complaints related to supplies, damage, or incorrect orders, arranging credits or replacements.
• Build and maintain positive relationships with trade customers (cafés, retailers, restaurants, food manufacturers).
• Assist with onboarding new trade customers and setting up accounts.
• Ensure timely and professional customer communication.
• Invoicing & Accounts Support
• Prepare and issue customer invoices and record payments using Xero.
• Follow up on overdue payments and keep the Director informed.
• Maintain accurate customer account information and support daily invoicing/payment records.
• Office Administration & Stock Support
• Maintain customer records, price lists, product details, and other business documentation.
• Process supplier delivery paperwork and assist in maintaining accurate stock records.
• Manage the office inbox, telephone calls, filing, and general administrative tasks.
• Assist with stock checks and report discrepancies.
• General Business Support
• Assist with website updates, product listings, catalogue changes, and other administrative tasks.
• Support the Director and team with day-to-day operational requirements.
• Identify and report order processing issues to improve workflow and customer satisfaction.

Requirements & Tech Stack

• Skills:
• Strong verbal and written communication skills.
• Good organizational skills and attention to detail.
• Ability to manage multiple orders and tasks efficiently.
• Basic computer skills and proficiency in Microsoft Office or Google Workspace.
• Confidence in handling customer enquiries and resolving issues professionally.
• Ability to maintain accurate records and meet deadlines.
• Customer-focused approach with a friendly and proactive attitude.
• Preferred Experience:
• Previous experience in order processing, customer service, sales administration, or office administration.
• Experience using accounting software such as Xero is an advantage.
• Familiarity with inventory management, invoicing, and online ordering platforms is preferred.
• Experience working with cafés, restaurants, retailers, wholesalers, or food businesses would be beneficial.
• Key Competencies:
• Customer relationship management
• Order accuracy and time management
• Problem-solving and communication
• Teamwork and coordination
• Administrative and record-keeping skills
• Reliability and attention to detail