Customer Experience & Order Administration Executive

About the role

A fast-growing B2B food business is looking for a Customer Service & Order Administration Executive to act as the day-to-day point of contact for its B2B clients. The role combines customer communication by phone, email and live chat with hands-on order, billing and delivery administration, and supports the Sales team with ad-hoc tasks.

Key responsibilities

• Manage the sales inbox: reply to and resolve emails within agreed SLAs, check spam and unassigned inboxes, and answer calls and live chats within SLAs.
• Follow up outstanding queries actively.
• Process orders accurately and on time, including order entry, invoicing and next-day delivery, and confirm and progress proforma orders.
• Chase outstanding queries such as best-before dates that block orders.
• Check the SOPS list at least every 30 minutes, release orders to the warehouse and prevent avoidable delays.
• Process credit notes, set up new customer accounts on the CRM and website, and investigate and resolve customer complaints.
• Manage seasonal pre-orders, handle back orders, follow up delivery exceptions, provide proof of delivery and liaise with couriers.
• Support the Sales team and mention relevant products to customers.

Required profile

• Proven experience in a B2B customer service, order administration or sales support role.
• Strong organisational skills and high 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, and 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.