At a Glance
- Tasks: Deliver exceptional customer experiences and manage the order process for iconic beverages.
- Company: Join Carlsberg Britvic, the UK's largest multi-beverage supplier with a rich heritage.
- Benefits: Competitive salary, monthly product allowance, private medical options, and generous holiday.
- Other info: Flexible hybrid role with opportunities for career growth in a diverse environment.
- Why this job: Be the voice of our brand and make a real impact on customer satisfaction.
- Qualifications: Previous customer service experience and strong communication skills required.
The predicted salary is between 25087 - 25684 £ per year.
Full-time, 9.00 am to 5.00 pm, working any 5 days out of 7, therefore flexibility to work weekends is required. This is a hybrid role.
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 contribution
- Generous holiday (including bank holidays)
- Access to a range of high street discounts
About the Role
Join Carlsberg Britvic as a Customer Service Representative and become an essential part of our integrated beverage powerhouse. In this pivotal role, you'll deliver exceptional customer experiences while managing the end-to-end order process for our world-class portfolio of beer and soft drinks. As the primary point of contact for customers, you'll build strong relationships, solve problems at their root cause, and ensure seamless service delivery that reflects our commitment to excellence.
This position requires a customer-centric mindset, strong communication skills, and the ability to manage competing priorities in a fast-paced environment. Your contributions will directly impact customer satisfaction, operational efficiency, and brand reputation as we continue to build our iconic business proposition in the UK market.
Role Responsibilities
- Serve as the primary contact for customer depot and head office teams, delivering exceptional service through clear, timely, and proactive communication throughout the order lifecycle.
- Accurately process and validate all customer orders, ensuring high data quality standards while securing and managing booking slots to maintain service continuity.
- Monitor orders against agreed parameters and conduct timely checks to ensure successful execution and adherence to service standards.
- Investigate order failures and service gaps, providing thorough root-cause analysis and implementing corrective actions to prevent recurrence.
- Collaborate effectively with forecast managers, deployment teams, transport & warehouse providers to ensure seamless customer service delivery.
- Support the zero-loss philosophy by driving optimal order volumes, full load utilization, and minimizing inefficiencies.
- Identify and implement opportunities to simplify processes, improve workflows, and enhance the overall customer experience.
Experience and Key Attributes
- Previous customer service experience in a similar role, with FMCG business experience highly valued.
- Account management experience desirable, with a proven ability to build and maintain strong customer relationships.
- Proficiency with SAP and other order management systems.
- Strong problem-solving abilities with a "fix it properly" mindset—identifying underlying issues rather than applying quick fixes.
- Excellent communication skills with the ability to manage stakeholder expectations effectively.
- Detail-oriented approach with strong organizational skills and the ability to prioritize competing demands.
- Passion for delivering exceptional customer experiences with a commitment to continuous improvement.
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.
Salary: £25,087 rising to £25,684 at 9 months in role, plus uncapped commission.
Shifts: The department is open from 08:00am until 06:00pm with no late evening shifts and only one weekend in three.
Customer Service Representative employer: Carlsberg
As a Maintenance Engineer at our Burton brewery, you will join a dynamic team dedicated to reducing downtime and enhancing production processes in a vibrant work environment. We offer competitive salaries, extensive benefits including private medical options and a generous holiday allowance, alongside a strong commitment to employee growth and inclusivity. Our culture fosters collaboration and innovation, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Carlsberg. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Carlsberg before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Carlsberg:Your cover letter is your chance to shine! Tell us why you want to work at Carlsberg specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Carlsberg!
How to prepare for a job interview at Carlsberg
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
