Do you like wine and do you have your WSET Qualification. (Wine & Spirit Education Trust) or happy to do the training for Level 1 funded by the client?
I have a position with a wine distributor near Watford for a Customer Services Administrator who manages customer enquiries, processes orders, resolves queries and provides administrative support to the wine sales and logistics teams.
RESPONSIBILITIES
Develop a comprehensive understanding of the wine products in our portfolio to provide informed recommendations and answer customer queries effectively.
Act as a liaison between customers, the sales and logistics teams to ensure seamless communication and resolve any issues that may arise.
Keep all stakeholders informed of order updates, delivery schedules.
Ensure compliance with all regulatory requirements related to wine distribution and customer interactions.
Assist in the preparation and maintenance of documentation required for compliance purposes.
Proactively identify and resolve issues related to orders, deliveries, and customer satisfaction.
Escalate complex issues to the appropriate departments for resolution.
Promptly and professionally respond to customer enquiries concerning delivery queries, mis-picks, missing items or processing errors.
Provide credits, arrange collections, resolve mis-picks, misprocessing and stock quality control issues.
Provide accurate and comprehensive information regarding product availability, pricing, promotions, and order status.
Efficiently process customer orders (including Sample, Staff and Supplier orders) which are received into the shared mailbox and by phone, ensuring accuracy in product selection, pricing, and delivery details.
Collaborate closely with the sales and logistics teams to coordinate timely order fulfilment and proactively manage orders when stocks levels are known to be insufficient.
Work with Brand Managers and Sales Account Managers to administer and manage reserves (reducing back vintages and binends) and to keep account notes for marketing funded details up to date.
Maintain correct customer contact details.
Cultivate positive and lasting relationships with customers by delivering exceptional service and addressing their needs.
Handle and resolve customer concerns, issues, or inquiries with a customer-centric approach.
Be familiar with the marketing campaigns, offers, value-adds, promotions and ad-hoc deals, maximising opportunity where possible.
Proactively reach out to customers to follow up on recent orders, deliver courtesy calls/emails and add value by representing the business in the best way possible.
Develop and maintain good working relationships with internal and external stakeholders.
This is an excellent opportunity for the right person looking for a rewarding position.
The company offers a competitive salary range of £26- £30k, £400 annual wine allowance,
Monday to Friday 7.30am - 3.30pm, hybrid working 2 days a week, 25 days holiday per year, free parking, 6% Pension, Death in Service x 4, plus a yearly discretion bonus depending on performance up to 10