At a Glance
- Tasks: Deliver top-notch customer service and process orders with precision.
- Company: Dynamic company in the Wine & Spirits industry, based in London.
- Benefits: Full-time permanent role with opportunities for growth and development.
- Other info: Energetic environment with a focus on teamwork and creative problem-solving.
- Why this job: Join a passionate team and make a real difference in customer satisfaction.
- Qualifications: GCSEs in English and Maths; customer service experience preferred.
The predicted salary is between 28309 - 34599 £ per year.
The Customer Service team’s primary purpose is to provide the best direct service for our trade, retail and fulfilment customers.
Responsibilities include:
- 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.
- 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 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.
Inbound order capture & processing:
- Process all orders that come in via telephone, email, web and customer software portals such as Epsys & Procure Wizard.
- 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.
- Liaise with the Supply Chain and Marketing teams regarding 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 ensuring that all 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:
- Good education; GCSEs in English and Maths as a minimum; educated to degree level.
- 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.
- Strong communication/interpersonal skills.
- Intermediate to Advanced level on MS Office.
- Excellent written and oral skills.
- Confident user of Navision CRM/Freshdesk.
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.
Customer Services Executive in London employer: Enotria
Enotria is an excellent employer that fosters a collaborative work culture, encouraging innovation and teamwork among its employees. With a focus on professional growth, the company offers ample opportunities for career advancement while providing a supportive environment in the vibrant area of Park Royal, London. Employees benefit from a hybrid working model post-probation, allowing for a balanced work-life integration.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Enotria. 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 Enotria 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 Services Executive in London
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 Enotria:Your cover letter is your chance to shine! Tell us why you want to work at Enotria 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 Enotria!
How to prepare for a job interview at Enotria
✨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.
