Customer Support Executive

We're BioPak, decent packaging and Huskee, and we're dedicated to providing sustainable takeaway solutions to the hospitality industry and beyond. We are building a group of companies that are truly world-class in their particular fields and aiming for a world without oil dependence and waste.

Together, we're bringing sustainable, plant-based solutions and alternatives to petrochemical-based packaging to the UK market, along with a market leading reusable cup solution. We're here to simplify sustainability for your business.

Job Title: Customer Support Exec, reporting to the Customer Service Manager

Location: London, Hoxton

Contract: Full time, Annual Salary: £30-35k DOE

Perks & Benefits: 

• Flexible hybrid working (3 days minimum)
• 25 days of holiday (excluding bank holidays)
• Team socials plus plenty of industry events 
• Bupa Health Care 

The Role:

The role provides administrative support to the sales and operations team at decent, with a strong focus on customer service. You will be responsible for ensuring the smooth processing and delivery of our products, while managing a range of administrative tasks that keep our operations running effectively.

A key part of your role will be responding to customer enquiries through our shopfront and portals, resolving issues promptly, and providing clear, friendly communication at every step. You will work closely with our third-party warehousing and delivery partners to ensure timely order fulfilment, making sure customers receive their products on time and in excellent condition.

You’ll build strong relationships with customers, understanding their needs and ensuring they have a positive experience with decent from first enquiry to delivery. This requires a proactive, solutions-focused approach and a genuine interest in helping customers succeed.

This is a perfect position for someone who is looking for a career in sales or operations.

Customer Service & Operations

• Support the order process, including reviewing out-of-stock items.
• Manage the email inboxes and respond to customer queries promptly.
• Prioritise, delegate, and oversee daily operations.
• Resolve day-to-day issues with customers, colleagues (Warehouse, Purchasing, and Finance teams), and partners.
• Liaise with third-party warehouse and courier partners to ensure orders are processed and delivered on time.

Sales

• Manage inbound sales enquiries and the sales email inbox.
• Maximise sales through excellent customer service, strong product knowledge, and an understanding of customers’ and potential customers’ businesses.
• Liaise with the Purchasing team on larger stock orders to ensure smooth coordination across the business.

Requirements:

• Self-motivated and driven individual - not satisfied with the status quo.
• Proactive. Ability to work and motivate yourself independently while also working collaboratively. 
• Experience with lead qualification and objection handling. 
• Time and sales pipeline management. 
• Fluent in English. 
• Interest in the coffee and hospitality industry is a plus.

We’re customer-obsessed, starting with the customer and working backwards. Our job is to make our customers' lives easy. We keep it simple, by remembering the magic is in simplicity and simplicity should be echoed in every part of the business. We prioritise design by making the ordinary extraordinary. We take ownership no matter our role and act as leaders not waiting to be told what to do. We hire and develop the best, hiring for attitude and training for skill. We believe that inside every one of us is more potential than we could imagine and our goal is to help each other to unlock that potential by pursuing growth and learning.