There is a requirement to work with all departments in the company, specifically: Credit Control; Warehouse & Distribution; Supply Chain; Sales Force & Sales Operations
It is the responsibility of the Customer Service Executive to ensure customer satisfaction by:
Achieving 100% accuracy and timely order processing
Meeting 98% inbound call service level
Taking orders in a professional and confident manner
Dealing with all enquiries promptly, thoroughly, and courteously to enhance the customer experience
Building strong relationships and consistently delivering outstanding service
Effectively communicating with the sales team and other departments on any matter at all that may affect the customer
Undertake a range of customer/sales/administration tasks with a view to providing a high level of support to the customers and the business
Continuously improve the offering to customers through exceptional service or sales
Responsibilities
Inbound order capture & processing
Process all orders that come in via; telephone, email, web and customer software portals such as Epsys & Procure Wizard
Process all orders accurately and in sufficient time for delivery dates to be met, ensuring due attention is given to any special order or delivery instructions
Inform customers of any product, pricing or delivery information which may affect them at the time of taking the order, or as soon as possible
Be aware of available stock and reserves held for customers and take appropriate action when processing orders for “limited availability” stocks
Ensure that all possibilities are investigated before advising of a stock shortage (large orders not yet dispatched/stock on un-paid reserve/different case pack/vintage/alternatives)
Liaise with the Supply Chain and Marketing teams with reference to stocks, vintage changes, packaging changes and delivery dates for any stock shortages
Work with the Credit Control team regarding changes to the customer database; new accounts/branches; payments, refunds and sundry credits
Communicate regularly with account managers regarding their customers and keep them informed of any collections, queries and resolutions.
Retail and Fulfilment activity
General retail customer service queries, from helping with vouchers/discount codes, website logins, delivery issues, assisting with orders or making suggestions/recommendations for replacements via email or phone
Fulfilment customer service - assisting with processing orders through chosen platforms, liaising with third-party customers to support them with their customer needs such as dealing with delivery or stock issues, and any wider-ranging queries
Dealing with special offers and promotions on the website, as well as stock management for bespoke products/ collectable items at premium prices
Answering our Trustpilot reviews and making sure that all our customer queries are answered and actioned as promptly and meticulously as possible
Process all credit/debit requests within agreed SLAs
Deal with discounts and pricing amendments
EDI invoicing/ working with various Portal providers
Send Welcome Packs and conduct follow up calls on new accounts
Collaborate with the Transport and Warehouse teams regarding delivery queries, taking the role of the Customer Champion in all situations
Person Specification
Qualifications & Training
Good education
GCSEs in English and Maths as a minimum
Educated to degree level
Knowledge & Experience
Background in customer service/sales
Experience working closely with diverse groups of people
Experience working in the Wine & Spirits industry
Fluent in French, Italian or Spanish
Good wine & spirits knowledge
Skills & Abilities
Strong communication / interpersonal skills
Intermediate to Advanced level on MS Office
Excellent written and oral skills
Confident user of Navision CRM / Freshdesk
Notes
Characteristics we look for:
Energetic individual with a passion for customer service
Works well in a team and always goes the extra mile
A self-starter with a thirst for knowledge
Willing to work flexibly
Ability to find and execute creative solutions to a wide variety of supply chain issues
We use essential cookies to make this site work. With your permission we would also like to use the optional cookies below. Nothing optional is set until you choose, and you can change your mind at any time from "Cookie settings" at the bottom of every page. Cookie policy.
Essential — keep the site working and secure, and remember the choice you make here. Always on.