Customer Relations Assistant

Job Title: Customer Relations Coordinator
Location: Krema Bakery, Edinburgh
Contract: Part-time, Permanent
Reports to: Krema Manager
Salary: Negotiable

About Krema

Krema is an independent artisan bakery specialising in handcrafted breads, pastries and bespoke celebration cakes. As our business continues to grow across retail, wholesale and bespoke orders, we are looking for a highly organised and customer-focused Customer Relations Coordinator to support our customer experience and day-to-day administrative operations.

Role Purpose

The Customer Relations Coordinator is responsible for managing customer communications, coordinating bespoke celebration cake orders and supporting the smooth day-to-day administration of Krema's retail and e-commerce operations.Working closely with the Krema Manager, Kitchen Manager and wider team, the successful candidate will ensure customers receive an exceptional experience from their initial enquiry through to collection or delivery, while maintaining accurate records and supporting the efficient running of the business.This is primarily an administration-based role with a strong focus on customer service, organisation and communication.

Reporting Structure

The Customer Relations Coordinator reports directly to the: Krema Manager

The role works closely with the Kitchen Manager, Cake Decorators and Front of House team to ensure the smooth coordination of customer orders.

Key Responsibilities

Customer Relations

  • Manage bespoke cake enquiries and customer communications.

  • Gather customer requirements and prepare quotations.

  • Respond to enquiries via email, Instagram and other communication channels in a professional and timely manner.

  • Provide exceptional customer service throughout the customer journey.

  • Maintain positive relationships with customers and resolve enquiries efficiently.

    Bespoke Cake Coordination

  • Coordinate bespoke celebration cake orders from enquiry through to completion.

  • Liaise with the Kitchen Manager and Cake Decorating team to communicate customer requirements.

  • Ensure customer orders are accurate, complete and delivered on time.

  • Maintain accurate records of all bespoke orders and customer information.

    E-Commerce Operations

  • Manage day-to-day e-shop operations.

  • Process online orders efficiently and accurately.

  • Coordinate order packing and customer updates.

  • Support the smooth running of online sales and fulfilment processes.

    Administration & Record Management

  • Maintain accurate customer and order records.

  • Ensure all administrative tasks are completed accurately and efficiently.

  • Support the organisation of customer information and operational documentation.A

  • ssist with general administrative duties as required.

About You

We're looking for someone who enjoys delivering exceptional customer service, building positive customer relationships and keeping administrative processes organised and efficient.

You'll have:

  • Previous experience within retail, customer service, hospitality or a bakery environment.

  • Experience managing e-commerce or online shop operations.

  • Excellent communication and organisational skills.

  • Strong attention to detail and the ability to manage multiple tasks simultaneously.

  • Confidence using e-commerce platforms and general computer systems.

  • A friendly, professional and customer-focused approach.

  • Flexibility to work weekends and busy seasonal periods, including weddings and holidays.

What We Offer

Part-time permanent position.Opportunity to be part of a growing independent bakery.Supportive and collaborative working environment.Opportunities for career development and progression.Staff discounts and complimentary bakery products.

Our Values

At Krema, we believe in producing exceptional products, delivering outstanding customer experiences and creating a positive working environment where our team can thrive. We value integrity, collaboration, innovation and continuous improvement, and we're looking for someone who shares these values and is excited to help shape the future of our business.

Interested in joining us?

If you would like to be considered for the current role, please send your CV and a cover letter to:jobs@kremabakehouse.co.uk