Customer Service Executive

About Mason's Meats

At our core, we're more than just a meat snack. We're not a product, we're a movement - a return to real food in a world full of chemicals, fillers and artifice. We make premium beef jerky and meat snacks using just two ingredients: premium British and Irish grass-fed beef and sea salt. No additives. No sugar. No nonsense.

This is an onsite role at our jerky factory in Crowborough. You will own day-to-day online customer service and also work as a facilities assistant: goods in and out, keeping the facility running, and supporting the Production Manager and Logistics Manager. You are the person customers actually hear from - and the person the floor can rely on when something needs doing properly.

Written English has to be excellent. Tone has to be human, clear and on-brand. You will not be working from home.

• Customer service:
  Handling customer emails and other online enquiries with speed, accuracy and genuine care. Resolving order, delivery, product and returns questions without sounding like a template
• Written communication:
  Writing clear, precise, well-judged emails. No sloppy English. No waffle. No copy-paste replies that ignore what the customer actually asked
• Goods in / goods out:
  Assisting with inbound deliveries and outbound orders — checking, recording, moving and preparing goods as required
• Plant support:
  Helping maintain the facility day to day: tidiness, basic upkeep, helping the site stay safe, organised and ready for production
• Production & logistics support:
  Assisting the Production Manager and Logistics Manager with practical tasks, tracking, admin and anything that keeps product moving without drama
• Quality and brand:
  Representing a two-ingredient product. If something is wrong, say so clearly. If something is right, don't oversell it
• Flexibility:
  Jumping between inbox, warehouse and factory tasks in the same day without dropping standards

In the same document as your covering letter, write a short reply (roughly 120-180 words) to this customer:

"Hi, my order arrived today and half the bag is just fat. This was expensive. Not what I expected from ‘premium'. Can I get a refund or a replacement? Also is this even meant to have fat in it?"

Write as Mason's Meats. Be honest, useful and human. Do not write a corporate apology. Do not invent a policy we have not stated.

• Exceptional written English:
  This is non-negotiable. You write like a competent adult. Grammar, spelling, tone and structure are naturally strong
• Communication:
  Calm, clear and direct with customers and colleagues. You can explain a delay, a product point or a process without confusion or attitude
• Customer mindset:
  Genuinely useful, not performatively "passionate." You solve the problem and leave the customer better informed
• Onsite and physical:
  Based at the Crowborough factory. Comfortable in a working production environment. Willing to help with goods movement and day-to-day site tasks, including standing, lifting and practical work as needed
• Organisation:
  You can run an inbox and still notice that a delivery has arrived, a label is wrong, or the floor needs doing
• Team player:
  Small team, fast pace. You help the Production Manager and Logistics Manager rather than waiting to be asked twice
• Flexibility:
  Willing to train on our systems, product, food-site rules and whatever else the role needs
• Desirable
• Previous customer service experience, especially email-led / DTC / ecommerce
• Additional languages such as German, French, Spanish (additional compensation available)
• Experience in goods in/out, warehouse, logistics admin or a small factory / food site
• Basic understanding of food businesses, hygiene rules or working around production
• Confidence with order systems, spreadsheets and straightforward tools (you'll be trained on ours)

• 30-34k GBP annual starting salary + performance related bonus + overtime
• Incredible opportunity to grow with Mason's Meats as we scale
• On-the-job training and potential for professional development
• A dynamic, small-team environment where your contributions are valued and recognized
• The satisfaction of being part of a company that prides itself on traditional craftsmanship