Wholesale Customer Service Advisor

Origin Coffee Ltd; United Kingdom; On-site; GBP 22,000 - GBP 30,000; Full time

Job summary

A specialty coffee company in the United Kingdom seeks a Customer Service Advisor to engage with customers through various channels. Responsibilities include managing orders, resolving issues, and collaboration across departments. Ideal candidates have customer service experience, strong communication skills, and proficiency with CRM systems. The role offers a dynamic environment with perks including flexible holidays, unlimited coffee, and opportunities for personal and professional growth.

Benefits

26 days holiday plus flexible bank holidays

Unlimited coffee and merchandise discounts

B Corp certified

5% employer pension contribution

24/7 Employee Assistance Programme

Qualifications

• Previous experience in a customer service role, especially in hospitality or B2B.
• Strong understanding of customer-first mindset.
• Confidence in using CRM and inventory systems.

Responsibilities

• Act as the primary contact for customers via phone, email, and chat.
• Accurately process orders and manage fulfilment workflows.
• Respond to challenges and complaints with empathy.

Skills

Customer service experience

Organizational skills

Time management skills

Verbal communication

Written communication

Tools

CRM systems (HubSpot, Gorgias, Unleashed)

Job description

About the role

As a Customer Service Advisor within the Wholesale department, you will act as the primary point of contact for customers across multiple communication channels. This is a varied and fast-paced position, requiring the efficient handling of customer enquiries, order processing, issue resolution and the delivery of a high standard of customer service across all touchpoints.

The role requires a high level of adaptability, with the ability to remain calm and focused while managing differing customer needs, systems and priorities. As Origin continues to grow, there may be opportunities for the role to develop further, including gaining experience within the Ecommerce Customer Service function.

What you\'ll do

Customer Engagement

• Act as the first point of contact for wholesale customers via phone, email and chat.
• Deliver friendly, professional, and solution-focused service that reflects Origin’s values and tone of voice.
• Provide tailored advice and recommendations to support customer decision-making.

Order Management

• Accurately process orders and manage fulfilment workflows using tools such as Unleashed and Gorgias.
• Maintain clear, timely communication with customers on delivery timelines, delays or issues.
• Uphold a high standard of data accuracy and record-keeping.

Problem Resolution

• Respond to challenges and complaints with empathy, clarity and a solutions-focused mindset.
• Collaborate with internal teams to resolve issues quickly and effectively.
• Ensure every customer, whether new or long-standing, feels heard and supported.

Cross-functional Collaboration

• Work closely with production, dispatch, marketing and account management teams to ensure smooth service delivery.
• Support wider team initiatives such as sample distribution, events and promotional activity.
• Flex across departments when workload or priorities shift, maintaining resilience and a positive outlook.

Continuous Improvement

• Identify opportunities to improve customer experience and streamline internal processes.
• Share feedback and insights with the wider team to inform service developments.

Who You Are

• Adaptable and composed, able to switch focus quickly and stay calm under pressure.
• Self-motivated and proactive, with a strong sense of responsibility.
• Energised by variety and comfortable working across different departments and customer types.
• Collaborative and open, you are a natural team player who thrives in a fast-paced environment.
• Curious and commercially inquisitive.
• Passionate about sustainability, excellent service and what we do at Origin.

Skills & Experience

• Previous experience in a customer service role, ideally in hospitality, a wholesale/B2B or ecommerce setting.
• A hospitality background is highly desirable; you understand the pace and customer-first mindset needed to support our hospitality partners.
• Strong organisation and time management skills.
• Confident using CRM and inventory systems such as HubSpot, Gorgias and Unleashed. Training on these will be provided.
• Excellent written and verbal communication.
• A passion for speciality coffee is a bonus, but not essential.

Working at Origin

• 26 days’ holiday, including your birthday off, plus flexible bank holidays
• Unlimited coffee and discounts on merchandise and partner products
• B Corp certified and proudly independent
• People-first culture with meaningful, values-led work
• SCA training and learning opportunities for everyone
• Enhanced family leave, sick pay, period leave, and personal days
• 5% employer pension contribution
• 24/7 Employee Assistance Programme and GP service
• Two paid volunteering days each year

Please note: Origin will begin relocating its Roastery production and HQ in early 2026, moving from Porthleven to a new site near Truro and Perranporth, just off the A30. Ideally, you have a clean driving license or are at least learning to drive.

Everyone is welcome at Origin

We believe diverse perspectives enrich our culture and creativity. If you’re passionate about coffee and excited by this opportunity – even if you don’t tick every box – we encourage you to apply. Your unique experience could be exactly what we need.

Why join us?

At Origin, you’ll be part of a dynamic team that values creativity, sustainability, and collaboration. We’re committed to providing an inclusive and inspiring environment where you can grow professionally and make a meaningful impact. And, of course, you’ll have access to some of the best coffee experiences imaginable.

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We may close this advert early if we receive a high volume of suitable applications.