At a Glance
- Tasks: Triage and manage approximately 50 daily client queries, providing clear solutions and coordinating internal responses.
- Company: SF: Formulations is dedicated to innovative supplement product development, supporting around 300 active clients.
- Benefits: Salary of £29,000 pro-rated for part-time work, with a focus on professional growth in a fast-growing business.
- Other info: This is a mid-level, office-based role requiring 3-4 days of work per week.
- Why this job: Join a dynamic team in Ashford, Kent, and play a key role in enhancing customer support as we scale.
- Qualifications: Experience in customer support or client services, with strong written communication and problem-solving skills required.
The predicted salary is between 29000 - 29000 £ per year.
Location: Ashford, Kent – Office Based
Salary: £29,000 full-time equivalent, pro‑rated based on 3–4 working days per week
Department: Client Services / Customer Support
Reports To: General Manager
Job Type: Part-time, Permanent
Working Pattern: 3–4 days per week
About SF: Formulations
At SF: Formulations, we are passionate about helping brands create high-quality, innovative supplement products. Our work sits at the centre of product development, formulation, technical support, flavour development, sampling, compliance, and client project management. As part of the wider SF Group, we support clients across the full early‑stage development journey, helping them transform ideas into commercially viable supplement products.
About the Role
We are seeking a capable, experienced, and highly organised Customer Support Coordinator to join our office-based team in Ashford, Kent. This is a mid‑level role and would suit someone with strong customer-facing experience, excellent written communication, and the judgement to manage a busy and varied inbox with professionalism and confidence. You will be one of two key people responsible for triaging customer queries for our growing client base. The business currently receives around 50 client queries per day, and this volume is expected to increase as we continue to scale.
Key Responsibilities
- Act as one of the first points of contact for customer queries across our growing client base of approximately 300 clients.
- Triage incoming client requests, identifying urgency, complexity, required internal input, and the most appropriate route for resolution.
- Manage a high‑volume customer support inbox, currently receiving approximately 50 queries per day and increasing as the business continues to grow.
- Take ownership of client queries from first contact through to resolution, ensuring clients receive meaningful answers rather than simple holding responses.
- Investigate client queries properly, identify what information needs to be obtained, and coordinate with the appropriate internal stakeholders to obtain a complete and considered response.
- Farm tasks to the relevant teams, including NPD, technical, nutrition, chemistry, flavour, laboratory, research, development, supply chain, commercial, quality, production, and compliance.
- Guide our in-house trained AI tools to support the drafting of customer responses, ensuring all final communications are carefully reviewed, refined, and suitable before being sent.
- Apply strong logical reasoning to more complex customer queries, particularly those involving commercial, operational, technical, or scientific considerations.
- Work closely with our in-house developed management portal, ensuring client project progress is updated in real time.
- Transfer relevant information from the enquiries inbox into the project portal so that client projects remain accurate, current, and visible to the wider business.
- Liaise with internal teams including nutritionists, MSc and PhD chemists, flavourists, lab technicians, researchers, developers, supply chain, commercial, quality, production technicians, and compliance specialists.
- Escalate complex or sensitive client matters to the General Manager or relevant senior team member where required.
- Identify repeated customer queries or common pain points and help the business improve processes, FAQs, templates, portal workflows, and client communication.
- Ensure clients feel heard, supported, and updated, even when queries require input from multiple departments.
- Prioritise workload effectively across urgent, routine, and complex requests.
About You
We are looking for someone mature, commercially aware, and confident in handling people, pressure, and complexity. This role would suit someone who has gained strong experience in a customer-facing, coordination, administrative, technical support, account support, or client service environment and now wants to apply that experience within a fast‑growing product development business. You should be naturally organised, calm under pressure, and able to make sensible decisions when faced with incomplete or complex information. Most importantly, you should take pride in solving problems properly.
Required Skills and Experience
- Previous experience in a customer support, customer service, client services, account coordination, sales support, technical support, or administrative coordination role.
- Strong written English, with the ability to write clear, professional, well‑structured customer emails.
- Excellent verbal communication skills and the confidence to speak with internal teams to gather information quickly.
- Strong logical reasoning and problem‑solving ability.
- Ability to assess a customer query, understand the underlying issue, and determine the best response strategy.
- Confidence coordinating tasks across different departments to obtain the information required to resolve client queries.
- Ability to consolidate input from multiple stakeholders into one clear, accurate, and commercially appropriate client response.
- Comfortable working with AI‑assisted tools while maintaining full responsibility for the quality and accuracy of the final response.
- Strong organisation skills, with the ability to manage a busy inbox and multiple open queries at once.
- High attention to detail, particularly when handling technical, commercial, or product‑related information.
- Good commercial awareness and the ability to understand how customer communication impacts client relationships.
- Experience working with digital systems, portals, CRMs, helpdesks, or project management platforms.
- Experience working in an office‑based role where professionalism, reliability, and teamwork are essential.
Desirable Skills
- Experience working in food manufacturing, supplements, nutraceuticals, pharmaceuticals, cosmetics, FMCG, or another technical product‑based industry.
- Experience handling customer queries involving product specifications, ingredients, production timelines, samples, quality, compliance, or technical information.
- Experience using AI tools, email templates, CRM systems, helpdesk platforms, customer support ticketing systems, or project portals.
- Understanding of manufacturing processes, product development, supply chains, or B2B customer service.
- Experience supporting a growing business with a high volume of customer communication.
- Experience working closely with technical, scientific, commercial, or operational teams.
Customer Support Coordinator in Ashford employer: Supplement Factory
Located in Ashford, Kent, SF: Formulations offers a competitive salary and the opportunity to work with a diverse team of specialists. The company is rapidly expanding, aiming to increase its client base from 300 to 500 by year-end, ensuring a vibrant work environment focused on innovation.
