Customer Service Executive - London
To apply for this role, please send a Cover Letter and CV to [email protected]
Overview of role
- The Customer Service team’s primary purpose is to provide the best direct service for our trade, retail and fulfilment customers
- Process all orders accurately and in sufficient time to allow delivery dates to be met.
- Manage all queries in relation to these orders, delivery, availability and post-delivery care
- Provide exceptional customer service and support to the Sales Teams, ensuring excellent Key Account relationships are developed.
- Account maintenance: Account & website ordering set-ups
- There is a requirement to work with all departments in the company, specifically: Credit Control, Warehouse & Distribution, Supply Chain, Sales Force & Sales Operations
Approximate dimensions: 5,000 customers; 6,000 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
- Meeting 98% inbound call service level
- Taking orders in a professional and confident manner
- Dealing with all enquiries promptly, thoroughly, and courteously to enhance the customer experience
- Building strong relationships and consistently delivering outstanding service
- Effectively communicating with the sales team and other departments on any matter at all that may affect the customer
- Undertake a range of customer/sales/administration 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
Duties & responsibilities
Inbound order capture & processing
- Process all orders that come in via; telephone, email, web and customer software portals such as Epsys & Procure Wizard
- Process all orders accurately and in sufficient time for delivery dates to be met, ensuring due attention is given to any special order or delivery instructions
- 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
- Be aware of available stock and reserves held for customers and take appropriate action when processing orders for “limited availability” stocks
- Ensure that all possibilities are investigated before advising of a stock shortage (large orders not yet dispatched/stock on un-paid reserve/different case pack/vintage/alternatives)
- Liaise with the Supply Chain and Marketing teams with reference to stocks, vintage changes, packaging changes and delivery dates for any stock shortages
- Work with the Credit Control team regarding changes to the customer database; new accounts/branches; payments, refunds and sundry credits
- Communicate regularly with account managers regarding their customers and keep them
- informed of any collections, queries and resolutions.
Retail and Fulfilment activity
- General retail customer service queries, from helping with vouchers/discount codes, website logins, delivery issues, assisting with orders or making suggestions/recommendations for replacements via email or phone
- Fulfilment customer service – assisting with processing orders through chosen platforms, liaising with third-party customers to support them with their customer needs such as dealing with delivery or stock issues, and any wider-ranging queries
- Dealing with special offers and promotions on the website, as well as stock management for bespoke products/ collectable items at premium prices
- Answering our Trustpilot reviews and making sure that all our customer queries are answered and actioned as promptly and meticulously as possible
Customer services
- Process all credit/debit requests within agreed Service Level Agreements
- Deal with discounts and pricing amendments
- EDI invoicing/ working with various Portal providers
- Send Welcome Packs and conduct follow up calls on new accounts
- Collaborate with the Transport and Warehouse teams regarding delivery queries, taking the role of the Customer Champion in all situations
Person Specification
- Qualifications & Training: Good education, GCSEs in English and Maths as a minimum
- Knowledge & Experience: Background in customer service/sales Experience, working closely with diverse groups of people.
- Skills & Abilities: Strong communication / interpersonal skills; Numeracy, accuracy & attention to detail; Intermediate to Advanced level on MS Office; Excellent written and oral skills
- Characteristics: A quick learner, energetic individual with a passion for customer service, works well in a team and always goes the extra mile, a self-starter with a thirst for knowledge, willing to work flexibly, ability to find and execute creative solutions to a wide variety of supply chain issues.
About Enotria & Coe
Founded in 1972, Enotria&Coe is a leading UK premium wine and spirits distributor, with a portfolio of over 300 exclusive wine producers and over 1,500 spirits producers.
Supplying to both on-trade and off-trade sites across the UK, the Enotria&Coe client base includes fine dining, specialist bars, hotels, events venues, specialist independent wine merchants and large multiple retailers.
To apply for this role, please send a Cover Letter and CV to [email protected]