Customer Service Executive (Wine Jobs: Management & Administration)

• 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 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: 5000 customers; 6000 skus; 70 Sales Executives;

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

• Achieving 100% accuracy and timely order processing
• Meet 98% inbound call service level
• Taking orders in a professional and confident manner
• Effectively communicating with the sales team and other departments on any matter at all that may affect the customer
• Use the customer relationship management process to ensure all customer feedback is logged
• To enhance the customer experience through building strong relationships and constantly delivering outstanding service; dealing with all enquiries promptly, thoroughly and courteously
• Undertake a range of customer/sales/service q 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

Outbound activity

1. Call customers for orders in line with prearranged schedules and maintain these schedules and set up email reminders where appropriate
2. Deal with orders generated by customer software portals such as E-Foods & Procure Wizard
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,
5. including warehouse queries and UK mail
6. Deal with the various for EDI and be responsible for keeping the order forms up to date
7. Deal with all queries and support the larger customers