Customer Service Analyst

Would you like to work for the world’s largest family-owned winery, home to a diverse portfolio of nationally and internationally recognized wine brands seen in all major supermarkets across the UK? We are committed to innovation, partnership, and delivering exceptional value to our customers and consumers. We are hiring a Customer Service Analyst to join our Customer Service team. Our Customer Service team plays a central role in building strong relationships with our distributors, retailers, and consumers. We’re looking for a customer-focused, analytical thinker to join the team and to provide excellent service and measurable business improvements. This role is based in our Uxbridge office (UB8) on a Hybrid working pattern (3 days per week in the office, 2 days work from home). Please note this role will require full UK right to work as this role is not sponsored.

Role Functions:

• Manages customer needs with a strong sense of urgency.
• Ensures timely execution of objectives and priorities within assigned responsibilities.
• Participates in the timely closure to cross-department issues; uses work-flow and decision matrix to guide appropriate actions.
• Achieves on-time metric for export documentation packets.
• Supports and communicates with account managers to ensure timely and accurate shipment of customer documentation packets.
• Responds efficiently and effectively to internal and external customer correspondence through telephone, email or formal written communication; escalates more complex issues when necessary.
• Tracks and documents the completion of Export Documentation for all UK Export Orders.
• Works with Defra/ The Rural Payments Agency to maintain Compliance of Export documentation.
• Generates and reviews Export documentation for UK export orders.
• Coordinates with customers, 3PL’s, 3rd party bottlers in multiple countries and Global Supply Chains to support the flow of information relating to customers orders.
• Assists with routine to complex customer orders, inquiries, and/or complaints covering items or products ordered (EDI and manual) in line with pre-defined customer service process controls and metrics.
• Orders stock from the central warehouse as per the order requests.
• Monitors stock levels and ensures accurate tracking of goods in and out.

Qualifications:

• Bachelor’s degree plus 1 year of customer service, operations management, supply chain logistics or finance experience reflecting increasing levels of responsibility; OR High School diploma or 4 years of customer service, operations management, supply chain logistics or finance experience reflecting increasing levels of responsibility.
• Experience in processing orders, invoicing, shipping documentation or transportation coordination.
• Skilled in the use of MS Word, Excel and Outlook at an intermediate level.