PRINCIPLE RESPONSIBILITIES (including but not limited to):

• Be the first point of contact for wholesale customers and deliver excellent customer support in line with Square Mile’s values, policies, and SOPs. Troubleshoot, diagnose, solve, and escalate issues as needed, and provide feedback where appropriate.
• Build and maintain strong positive relationships with customers on behalf of Square Mile Coffee Roasters, focusing on providing value, customer retention, and growth.
• Plan and deliver events, activations, customer visits, and other trips in London, regionally, and internationally.
• Ensure your assigned customers hear from you regularly by phone and email, per the agreed schedule, and are informed of all relevant events, promotions, and product launches.
• Advise customers on machinery and equipment for their businesses, provide quotes, and finalise equipment sales.
• Work closely with Sales to onboard new customers, and introduce them to Square Mile’s way of working to ensure their success
• Complete weekly/monthly/quarterly tasks on schedule to ensure smooth running of the Wholesale department. 
• Complete Wholesale projects promptly to improve and develop the Wholesale department. 
• Keep up-to-date detailed records of all customer interactions.
• Achieve key performance indicators (KPIs) to ensure the successful delivery of department targets and contribute towards business growth

OTHER RESPONSIBILITIES  (including but not limited to):  

• Identify and pursue opportunities to:
• Convert customers from guest to main
• Increase the frequency of guest customers’ orders
• Upsell products.
• Partner with the New Business & Sales Manager to seamlessly transition newly onboarded clients into loyal, long-term accounts
• Collaborate closely with the Training department to pinpoint key areas for individual customer improvement.
• Collaborate closely with the engineering department to ensure that customers' machinery is functioning properly and that their water filtration systems are adequate and up-to-date.
• Assisting with new equipment installations and ongoing maintenance. 
• Work closely with the Marketing team to prepare and deliver marketing and service-related communications, and to collaborate on marketing content. 
• Plan and execute exclusive promotions and offers for main customers.
• Provide ad-hoc cover for Customer Service and Barista Trainer
• Maintain industry knowledge and contacts, and work to keep Square Mile and our coffee at the top of people’s minds. 
• Stay updated with industry trends and changes that may affect or add value to our customers.
• Taking part in ad-hoc company projects.

The role will include (but is not limited to):

• Provide a friendly and meticulous delivery service
• Carefully plan delivery routes
• Picking and packing roasted coffee for wholesale orders
• Loading and unloading wholesale orders from van
• Ensure deliveries are made in full and on time
• Train in providing on-site coffee machinery and engineering troubleshooting 
• Build relationships with our wholesale customers - bringing sensitivity and understanding to their business needs
• General vehicle maintenance 
• Feedback and communication with other departments such as Production and Wholesale to ensure we are always improving and putting our customers’ needs first