Customer Service Representative

Customer Service Representative

Job Title: Customer Service Representative

Job Length: Permanent

Working Hours: 37.5 hours per week, working from 9am to 5pm on a Monday to Friday basis. Flexibility to cover 7 weekends across the year.

Competitive Salary with extensive benefits:

• Monthly product allowance – alcoholic & non-alcoholic options available
• Private Medical options
• Life Assurance
• Company bonus scheme
• Access to 24/7 GP services
• Enhanced pension contributions
• Generous holiday
• Access to a range of high street discounts

Carlsberg Britvic is the largest multi-beverage supplier in the UK and is home to some of the most iconic and popular beers & soft drinks, including Carlsberg Danish Pilsner, 1664, Poretti and Brooklyn to ale favourites such as Hobgoblin and Wainwright. For soft drinks, Carlsberg Britvic’s brands include J2O, Robinsons, Tango and London Essence along with the licence rights to the Pepsi portfolio in the UK including Pepsi MAX, 7UP, Lipton Iced Tea and Rockstar Energy.

With a strong national footprint, the Carlsberg Britvic business includes 5 production facilities and 16 logistics depot’s servicing customers up and down the UK. As the Dynamic, Multi-Beverage Powerhouse, we are united by a single, consistent goal: ensuring our people thrive.

About the role:

Join Carlsberg Britvic and play a key role in delivering high-quality service to some of our largest customers. Acting as the link between customers, logistics, planning and supply chain teams, you'll manage of orders from start to finish, solving problems, building relationships, and ensuring products arrive on time and in full. This is a rewarding opportunity for someone who thrives in a busy environment, enjoys working with people, and takes pride in delivering a great customer experience.

If you are interested in joining our journey, we are now recruiting for a Customer Service Representative. Reporting to the Customer Service Team Leader, this role will play a key part in our success journey, and you will have the opportunity to be involved in the following:

Role Responsibilities:

• Manage the end-to-end customer order process, ensuring orders are processed accurately and delivered in line with customer requirements and service expectations.
• Act as the primary point of contact for customer depots and head office teams, building relationships and delivering a high-quality customer experience.
• Monitor customer orders throughout the order lifecycle, identifying and resolving issues to prevent service disruptions.
• Secure and manage delivery booking slots, ensuring continuity of service and timely deliveries.
• Investigate order failures, shortages and service issues, identifying root causes and implementing corrective actions to prevent repeat occurrences.
• Work closely with planning, logistics, transport, warehouse and supply chain teams to ensure seamless order fulfilment.
• Maintain accurate records and manage orders through SAP and other internal systems, ensuring high standards of data accuracy.
• Analyse service performance and identify opportunities to improve processes, efficiency and customer satisfaction.
• Support continuous improvement initiatives that improve service excellence and operational performance.

Experience and Key Attributes:

• Previous customer service, order management, administration or account support experience in a fast-paced environment.
• Highly organised with keen attention to detail and the ability to manage multiple priorities simultaneously.
• Problem-solving skills, with the ability to investigate issues, identify root causes and implement effective solutions.
• Effective communication and relationship-building skills, able to work professionally with customers and internal stakeholders.
• Well-developed communication and interpersonal skills, paired with the ability to work effectively with customers and internal stakeholders.
• IT and system skills, with experience using SAP or similar order management systems advantageous.
• Customer-focused mindset with a commitment to delivering high-quality service and continuously improving the customer experience.

Our commitment to diversity, equity & inclusion

We welcome applications from people of all backgrounds, identities, and experiences - including those of different races, ethnicities, genders, sexual orientations, ages, abilities, religions, and socioeconomic statuses. We actively seek to create a safe and inclusive environment for all of our colleagues, where diverse perspectives are welcomed, and inclusive practices are embedded in everything we do.

We are happy to support accessibility needs, to ensure a fair and equitable experience for all candidates, so please do let us know if you require any adjustments during the recruitment process.

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