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Customer Service Executive

Posted 5 January by Enotria & Coe Ended
Job descriptionJob Title Customer Service ExecutiveDepartment Customer ServicesLocation Park Royal, LondonOverview of role · The Customer Service team’s primary purpose is to process all orders accurately - getting it right first time· Handle all orders that come in via; telephone, email, fax and web and EDI· Provide exceptional customer service and support to the Sales Teams, ensuring excellent Key Account relationships are developed· Manage all queries in relation to these orders; delivery, availability and set up· Account maintenance: Account & website ordering set-ups. Updating of pricing, discounts, wine lists and delivery schedules
  • There is a requirement to work with all departments in the company, specifically: Credit Control; Warehouse & Distribution; Logistics; Sales Force & Sales Operations

Approximate dimensions: 5,000 customers; 6,000 skus; 50 Sales Executives;

It is the responsibility of the Customer Service Executive to ensure customer satisfaction by;

  1. Achieving 100% accuracy and timely order processing

  2. Meet 98% inbound call service level

  3. Taking orders in a professional and confident manner

  4. Effectively communicating with the sales team and other departments on any matter at all that may affect the customer

  5. Use the customer interaction process to ensure all customer feedback is logged

  6. To enhance the customer experience through building strong relationships and constantly delivering outstanding service; dealing with all enquiries promptly, thoroughly and courteously

  7. Undertake a range of customer/sales/service tasks with a view to providing a high level of support to the customers and the business

  8. Continuously improve the offering to customers through exceptional service or sales

Duties & responsibilitiesInbound order capture & processing
  1. Process orders accurately and in sufficient time to allow delivery dates to be met

  2. Ensure due attention is given to any special order instructions, including paid and unpaid reserves and any delivery instructions

  3. Ensure that all possibilities are investigated before advising of a stock shortage (large orders not yet despatched/stock on un-paid reserve/different case pack/vintage/alternatives)

  4. 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

  5. Liaise with the Logistics and Marketing teams with reference to stocks, vintage changes, packaging changes and delivery dates for any stock shortages

  6. Work with the Credit Control team regarding changes to the customer database; new accounts/branches; cash sales and sundry credit issues

  7. Communicate regularly with sales representatives regarding their customers and keep them informed of any collections, queries and resolutions

  8. Be aware of available stock and reserves held for customers and take appropriate action when processing orders for "limitedavailability" stocks

Outbound activity
  1. Call customers for orders in line with prearranged schedules and maintain these schedules (to-do’s) and set up email reminders where appropriate

  2. Deal with orders generated by customer software such as E-Foods & Procure.

  3. Contact New Accounts and conduct follow up calls on new accounts

  4. Telesales, mainly to independent retail outlets, as advised and any new projects

  5. Advise customers of vintage changes as a circular or individually as requested

  6. Customer campaigns such as web conversion initiatives

Customer service
  1. Process all credit/debit requests including the national/multiple customers

  2. Deal with discounts and pricing

Administration / general support
  1. EDI invoicing. Working with various Portal providers

  2. Maintain order Forms

  3. Updating wine lists

  4. Deal with order, delivery and pricing queries on behalf of the order office or sales team, including warehouse queries and UK mail

  5. Deal with the various for EDI and be responsible for keeping the order forms up to date

  6. Deal with all queries and support the larger customers

Person SpecificationEssentialDesirable

Qualifications/

Training

  • Good education, GCSE in English and Maths as a minimum
  • Educated to degree level
  • WSET qualification

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
  • Numeracy, accuracy and attention to detailIntermediate to Advanced level on MS Offi
  • Required skills

    • Customer Experience
    • Customer Interaction
    • Customer Service
    • Navision
    • Order Processing

    Reference: 34149658

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