Customer Services Executive

The Customer Service team’s primary purpose is to provide the best direct service for our trade, retail and fulfilment customers

Department

Customer Services

Location

Park Royal, London

Hours

Full-time

Contract

Permanent

Start

ASAP

Overview

• The Customer Service team’s primary purpose is to provide the best direct service for our trade, retail and fulfilment customers
• Process all orders accurately and in sufficient time to allow delivery dates to be met
• Manage all queries in relation to these orders; delivery, availability and post-delivery care
• Provide exceptional customer service and support to the Sales Teams, ensuring excellent Key Account relationships are developed
• Account maintenance: Account & website ordering set-ups
• 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