At a Glance
- Tasks: Manage the complete order process and ensure top-notch customer service.
- Company: Join Liberty Wines, an award-winning company with a focus on training and development.
- Benefits: Enjoy competitive pay, bonuses, generous holiday, and discounts on travel and retail.
- Other info: Flexible working hours and a supportive environment for personal growth.
- Why this job: Be part of a dynamic team and enhance your wine knowledge while making customers happy.
- Qualifications: Experience in customer service, strong communication skills, and attention to detail.
The Customer Service Coordinator plays a vital role in ensuring best in class Customer Service by managing the complete order process from entry to delivery. You are responsible for maintaining accurate order processing and communication while building strong relationships with customers, through professional and proactive communication via phone and email.
Key responsibilities
- Process and validate wine orders with high attention to detail, ensuring accurate products, quantities and delivery specifications
- Communicate effectively with customers via email and phone regarding order confirmations, stock availability, and delivery timeframes
- Handle customer enquiries and concerns professionally via phone and email, ensuring timely and effective resolution
- Track and monitor order status from entry through to delivery, proactively identifying and addressing any potential delays or issues
- Investigate and resolve order discrepancies and delivery issues, in collaboration with warehouse, distribution and sales teams
- Process and manage returns, credits, and replacements according to company policies and procedures
- Maintain detailed records of all customer interactions, complaints, and resolutions in operating systems: NAV and Zendesk
- Coordinate with the sales team to address customer-specific requirements and support account management
About you
- Previous experience working in a similar customer service or order processing role
- Excellent written and verbal communication skills and able to build good working relationships
- Reliable, positive and pro-active with the ability to prioritise and take ownership of issues
- Enjoys working collaboratively as part of a team
- Exceptional attention to detail and accuracy along with strong IT skills
- Ability to learn new systems
- A little bit of wine knowledge would come in handy!
What you can expect
Working Hours:
- Sunday - Thursday 3pm-12am
- Friday & Saturday: Off
- 25 days holiday excluding public holidays increasing after 2 years' service and the option to buy additional days
- Personal bonus of up to 5% of salary, based on performance against key objectives
- Company bonus of up to 15% of salary
- Company pension scheme matching up to 5% of contributions
- 18 weeks enhanced maternity leave and 4 weeks paternity leave.
- Cycle to work & electric car scheme
- Employee Assistance Programme
- Birthday day off
- Travel insurance
- Retail, wellbeing, technology, and travel discounts
Liberty Wines is an award-winning company and accredited by Investors in People which offers excellent opportunities for training and development alongside a great working environment (and an even better coffee machine).
We encourage all our employees to further their wine knowledge through our in-house Liberty Wines Academy and WSET (Wine & Spirit Education Trust) courses alongside building skills and experience over the course of their professional development.
Liberty Wines celebrates diversity, and we are committed to creating an inclusive environment where everyone feels comfortable to be themselves
Customer Service Co-ordinator employer: Liberty Wines Ltd
Liberty Wines Ltd is an exceptional employer located in Clapham, offering a vibrant work culture that fosters creativity and collaboration. As the Head of Champagne & Brand Growth, you will not only lead a passionate team but also benefit from a competitive bonus structure, generous annual leave, and opportunities for professional development, making it a rewarding place to grow your career in the wine industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Co-ordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Liberty Wines Ltd. 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 Liberty Wines Ltd 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 Co-ordinator
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 Liberty Wines Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Liberty Wines Ltd 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 Liberty Wines Ltd!
How to prepare for a job interview at Liberty Wines Ltd
✨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.
