At a Glance
- Tasks: Manage customer orders and ensure top-notch service while collaborating with various teams.
- Company: Join a family-owned Swiss company renowned for premium cigars and a commitment to quality.
- Benefits: Enjoy a competitive salary, health insurance, and a supportive work environment.
- Other info: Work in a small, dynamic team with opportunities for growth and feedback.
- Why this job: Be the face of the brand and make a real impact on customer satisfaction.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 28350 - 34650 £ per year.
Oettinger Davidoff is a family-owned Swiss company headquartered in Basel.
Founded in 1875 by Max Oettinger, the company has developed into one of the world's leading producers and distributors of handmade premium cigars while remaining under family ownership for more than 150 years.
We develop, manufacture, market, distribute and retail premium cigars, tobacco products and smokers' accessories.
The company is recognised as one of the world's leading producers of handmade premium cigars and operates a "crop-to-shop" business model, allowing it to oversee the entire value chain from tobacco cultivation and processing to manufacturing, distribution and retail.
Tobacco is sourced from several renowned growing regions, including the Dominican Republic, Honduras, Nicaragua, Ecuador, Brazil, Peru, Mexico and the USA, while manufacturing is carried out at production facilities in the Dominican Republic and Honduras.
Our portfolio is centred around the Davidoff brand.
In addition, the portfolio includes premium brands such as AVO, Camacho, Cusano, Griffin's, and Zino.
The company positions its products in the premium and luxury segment of the tobacco market, with emphasis on quality, craftsmanship, innovation and brand development.
We conduct our business with a strong commitment to integrity, quality and responsible business practices in its relationships with customers, business partners and the communities in which we operate.
We are in 130 countries and employ over 4,000 people.
In the UK we have a team of five people: General Manager, Market Manager, Finance Manager and two Area Sales Managers.
Our office is in south-west London close to Charlton football ground however we are looking to move and considering the Royal Arsenal docks in Woolwich.
We supply tobacco merchants and specialist retailers, hotels, and prestigious clubs.
Today orders are processed internally then fulfilled by a third-party logistics partner, however we are currently considering doing our own order fulfilment in the UK.
Job Description Overview
Today orders are processed by our team in Belgium however this role will be based in the UK and is dedicated to the UK market.
The successful candidate will work closely with Sales, Warehouse, Logistics, and Finance teams to ensure orders are fulfilled accurately and on time while maintaining high levels of customer satisfaction.
The CSC will play a key role in managing orders received from customers to inputting them into our ERP system, ensuring they are fulfilled by our logistics partner or ourselves, booking transport and dealing with any issues as they arise.
This person will have much customer interaction by email and phone and needs to always present a professional image of the company.
They will support the sales team with sample requirements, help with setting up new customers, and assist the annual trade show in May.
As a small team in the UK this role will be key in ensuring our business is ran professionally and they will have much opportunity to provide recommendations in terms of ways of working improvements.
The CSC will liaise with internal staff, customers, delivery partners, logistic partner etc.
They will be a key face of the business and a go-to for all enquiries relating to orders.
Their impact will play an important role for the customer's perception of the brand.
Our business is growing in the UK, and this is driving the need to have a dedicated UK CSC.
As we take on our own fulfilment this person will play a key role in working with the Warehouse Coordinator to ensure orders are fulfilled correctly and despatched on time.
As a small team we have a nice atmosphere in the office however it is quiet at times which suits many people but not all profiles.
Ideally the CSC will have a track record in demonstrating solid customer service credentials.
They will enjoy interacting with customers and be driven by providing a first-class service.
Duties & Responsibilities
- Serve as the initial point of contact for customer orders, enquiries and issues, responding professionally and empathetically.
- Input orders into our internal ERP system.
- Identify and resolve customer concerns, ensuring their satisfaction and exceeding expectations.
- Develop product knowledge and provide accurate information to customers.
- Verify customer account details, pricing, credit status and delivery requirements.
- Assist customers with order processing, shipment tracking, and any issues as they arise.
- Work closely with the Warehouse Coordinator/third party logistics partner to ensure orders are fulfilled correctly and on time.
- Monitor order progress and proactively communicate delays or supply issues.
- Order materials for the warehouse as and when they are needed: packaging material etc.
- Liaise with our shipping partners, check status if needed, and contact shipping partner if there are any issues that require their support. Log any delays/lost shipments.
- Escalate complex problems as needed.
- Collaborate with other staff to resolve customer issues and ensure a positive customer experience.
- Provide feedback for process improvements.
- Maintain high customer satisfaction by building rapport and strong relationships with customers.
- Contact accounts to chase payments when required. Periodic stock counts and updating stock reports.
- Follow procedures, and guidelines, while maintaining a positive brand image for the company.
- Support the sales team with samples requests, new customer set-ups and at the annual trade show any other events as they arise.
Skills & Experience
The successful candidate will have experience in dealing with customer service matters.
They will be able to demonstrate roles they have done that required organisational skills and a focus on ensuring the customer gets a top service.
Applicants must have the legal right to work in the UK.
- Exceptional customer service skills with a strong focus on customer satisfaction.
- Strong communication skills, both verbal and written.
- Problem-solving abilities with a keen attention to detail.
- Team player with the ability to collaborate effectively with colleagues.
- Proficient computer skills: Microsoft Office including Excel, Outlook and Word.
- Ability to multi-task and handle high-pressure situations at times.
- Empathy, patience, and a positive attitude.
- Professional, diligent and adaptable.
What can you expect from us?
We conduct our business with a strong commitment to integrity, quality and responsible business practices.
This applies to our customers and our staff.
You will be treated with courtesy and feel like a valued team member.
We are a small team, so each person plays a critical role, and we listen to feedback and recommendations for change.
- Competitive salary which is 10% higher than the London living wage.
- Very competitive pension contributions.
- BUPA Health Insurance.
- Nice environment to work in.
- You will feel like a valued team member.
- 23 days annual leave (based on 80% working week).
- Application Process
We will contact all candidates that meet the profile for an interview.
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UK Customer Service Coordinator in Charlton employer: Oettinger Davidoff AG
Oettinger Davidoff is an exceptional employer, offering a supportive and collaborative work environment in the heart of south-west London. As a family-owned company with a rich heritage, we prioritise employee well-being through competitive salaries, comprehensive health insurance, and generous annual leave, ensuring that every team member feels valued and integral to our success. With opportunities for professional growth and a commitment to integrity and quality, joining our small yet dynamic team means being part of a brand that is respected globally for its craftsmanship and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land UK Customer Service Coordinator in Charlton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Oettinger Davidoff AG. 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 Oettinger Davidoff AG 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 UK Customer Service Coordinator in Charlton
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 Oettinger Davidoff AG:Your cover letter is your chance to shine! Tell us why you want to work at Oettinger Davidoff AG 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 Oettinger Davidoff AG!
How to prepare for a job interview at Oettinger Davidoff AG
✨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.
