Customer Experience Executive

About the role

A fast-growing B2B food business is looking for a Customer Experience Executive in Casablanca. You will be the main point of contact for a portfolio of B2B clients, delivering excellent service while driving account growth and supporting sales administration.

Key responsibilities

• Manage day-to-day relationships with B2B clients, including key VIP accounts, across phone, email and live chat, and set up new customer accounts
• Reach out to assigned customers by phone and email, identify churn risks and work with Account Management to re-engage at-risk clients
• Upsell and cross-sell products and support the Sales Team with administrative tasks; share responsibility for the team sales inbox
• Enter orders (email, fax, website, EDI) into the CRM, confirm bookings and track delivery exceptions
• Process credit notes, billing adjustments and invoices, manage seasonal pre-orders and release approved orders to the Warehouse Team
• Resolve complaints and product queries by coordinating with Logistics, Warehouse, Operations and Finance, and log interactions and feedback in the CRM

Required profile

• Proven experience in B2B customer service, account management or customer success
• Strong written and verbal communication, able to adapt tone for independent owners and corporate buyers
• Organised, detail-oriented and comfortable working across multiple channels
• Desirable: background in food, beverage, FMCG, hospitality or wholesale distribution

Required skills

• CRM and helpdesk platforms such as HubSpot or Salesforce
• Order management systems; EDI experience is a strong plus