Customer Coordinator - Onsite In UK, Contract

Customer Coordinator

We're seeking an exceptionally organised and proactive Customer Coordinator to support the day-to-day functions of our UK-based team in Chester. This is a highly cross-functional role, spanning logistics, customer support, marketing operations, technical coordination, and supply chain support. A successful candidate will thrive in a dynamic environment, bringing structure, communication, and efficiency to ensure exceptional customer experience and operational flow. This role is central to ensuring that our customers—from cafés to roasters across Europe—receive seamless service, timely support, and outstanding coffee, while the internal team operates with clarity and speed.

The role requires on-site presence in Chester, England. Frequent coordination with US-based teams, often requiring flexibility with time zones. Occasional travel within the UK and EU for installations, events, or customer visits. Hands-on role with physical involvement in packing, shipping, and workshop operations.

Primary Responsibilities

Customer Success

• Serve as a first point of contact for customer inquiries across logistics, technical issues, and coffee sourcing.
• Provide Level 1 technical and customer support; resolve issues where possible or escalate via Bellwether support systems.
• Raise, track, and follow up on support tickets with internal teams and third-party service partners.
• Coordinate and track machine installations, service visits, and follow-ups.
• Support customer onboarding, including scheduling, materials, and communication.
• Communicate shipping updates and resolutions clearly and professionally.

Operations & Logistics

• Manage shipping, delivery, and installation planning for roasters in collaboration with the logistics teams and service partners.
• Oversee internal orders for maintenance and repair parts; process and track customer part shipments.
• Monitor missing parts and open service issues through to resolution.
• Maintain internal systems for tracking shipments, installations, and repairs.

Coffee Program Management

• Manage roasted coffee sample requests and orders: roasting, packing, and shipping.
• Support day-to-day execution of the roasted coffee program, from order management through to fulfilment.
• Coordinate green coffee orders: assist customers with ordering, manage payments, and ensure accurate fulfilment and shipping.
• Maintain and update coffee profiles in internal systems and support customers in navigating coffee options.

Cross-functional Support

• Collaborate with marketing on event logistics, trade show materials, and promotional shipments.
• Work with the technical services and supply chain teams to forecast needs, reduce delays, and support continuous improvement.
• Support invoicing processes across customers and suppliers.

Qualifications

• Strong organisational and multitasking skills with high attention to detail.
• Proven ability to work cross-functionally and handle multiple priorities efficiently. Excellent written and verbal communication skills.
• Friendly, confident, and proactive approach to customer interaction.
• Experience with CRM and ticketing systems (e.g., HubSpot).
• Proficiency in spreadsheets, project management tools, and Google Workspace.
• Ability to adapt quickly, problem-solve, and take initiative in fast-paced environments.
• Valid UK driving license.