Customer Experience & Order Administration Executive

About the role

A fast-growing B2B food business is looking for a Customer Service & Order Administration Executive in Casablanca. You will be the day-to-day point of contact for its B2B clients, combining customer communication by phone, email and live chat with hands-on order, billing and delivery administration, while supporting the Sales team with ad-hoc tasks.

Key responsibilities

• Manage the sales inbox: answer emails, calls and live chats within agreed SLAs, check spam and unassigned messages regularly, and follow up outstanding queries.
• Process orders accurately and on time, including order entry, invoicing, confirmation of proforma orders and chasing issues such as best-before dates.
• Monitor the SOPS list at least every 30 minutes, release orders to the warehouse and prevent avoidable delays.
• Handle credit notes, set up new customer accounts on the CRM and website, investigate and resolve complaints, and manage seasonal pre-orders and delivery exceptions with proof of delivery.
• Support the Sales team with ad-hoc tasks and mention relevant products to customers.

Required profile

• Proven experience in B2B customer service, order administration or sales support.
• Strong organisation and attention to detail, especially on order entry, invoicing and credit notes.
• Clear written and verbal communication, adaptable to independent owners and corporate buyers.
• Comfortable working across phone, email and live chat, calm under pressure in a fast-paced environment.
• Desirable: background in food, beverage, FMCG, hospitality or wholesale distribution, and familiarity with customer retention metrics or account health scoring.

Required skills

• CRM and helpdesk platforms (HubSpot, Salesforce or similar) and order management systems.
• EDI experience is a strong plus.
• Experience with invoice and credit processing and warehouse order fulfilment.