Customer Support Lead

£20,000 - £23,000 yearly
  • Foodchain
  • Pop Brixton, Brixton Station Road, London, UK
  • Sep 09, 2019
Full-time Office: Operations

About us

We build tools to make it simple for restaurants and suppliers to focus on what they do best. Chefs are connected directly to suppliers in all categories, enabling them to trade directly, cut out the middleman where possible, and consolidate ordering and invoicing. We save them time and money, whilst facilitating valuable relationships. 

Suppliers run their businesses on Foodchain: accessing a large network of new customers directly and managing existing customers. Suppliers leverage the Foodchain order management software to consolidate logistics and payments, saving them time, earning more margin and building strong relationships.

Role description

Are you a detail oriented problem solver? Would you thrive in a small team where you can directly see your impact? Do you want the chance to work for an exciting Foodtech start-up on a mission to transform the food industry? 

We're on the lookout for a multitasker who will thrive in supporting the 500 top chefs in our community. The candidate must be highly motivated, possess outstanding communication skills and be willing to work in a fast-paced, dynamic and growing environment.

You'll be helping our Ops Manager with a range of tasks but your main responsibilities will be speaking to chefs on a daily basis, helping them find the perfect supplier for a new menu, or solving problems to retain customers 

Direct report: Ops Manager 

Responsibilities

Solving fulfilment issues for chefs in timely, proactive manner
Managing orders by whatsapp and e-mail
Advising chefs on ingredients, suppliers and produce
Managing customer invoices and credit notes
Managing supplier prices and price lists
Booking logistics
Speaking to farmers, growers and suppliers in our community about orders, special offers and problem solving.
Managing orders and customer queries out of hours - 2 evenings per week (9pm - 11pm) + one weekend out of four. Paid hourly 

MONTH ONE OBJECTIVES
Understanding of customer invoicing and credit note function 
95% of fulfillment issues rectified within 24hr
Work with team to achieve 10% reduction in number of Foodchain owned fulfilment issues
Understanding of broadcasts lists and creating content for them

Ideal candidate

Friendly 
Resilient 
Positive can-do attitude
Problem solver
Self-motivated

Desired experience/skills

1-2 years experience in a customer support/service role. 
Excellent communication skills – both written and verbal
Strong IT skills. Excel/Google Sheets experience a bonus
A passion for food and the restaurants we supply
Ability to work to deadlines and under pressure at times.
Ability to hit the ground running and enjoy working autonomously and as part of a team
Good attention to detail
Reliability and professionalism
Ability to multitask in a busy environment

MONTH ONE OBJECTIVES
Understanding of customer invoicing and credit note function 
95% of fulfillment issues rectified within 24hr
Work with team to achieve 10% reduction in number of Foodchain owned fulfilment issues
Understanding of broadcasts lists and creating content for them

Perks, incentives or benefits offered

Flexible, remote working available on agreement with your direct report 
Wholesale pricing on restaurant-quality produce
Quarterly Foodchain dinners 
Eligible for employee options upon completion of probation period