Company Description:
At In Good Company Brewing, we are a passionate team of diverse individuals who attribute our success to the excellence of our people. Through independent ownership, we bring an entrepreneurial craft spirit to our customers and consumers through our adored owned brands, Fourpure and Magic Rock, and our partner brands Big Drop, Voodoo Ranger and People's Captain. From our breweries and taprooms in Bermondsey and Huddersfield, to our hospitality venues across the UK, we champion our love for beer, sociability, and our community through nurturing the expertise and development of our people.
Job Description:
We have an exceptional opportunity to join our team as a Customer Services Manager to be based at our Fourpure Brewery in Bermondsey. This is a great opportunity to join one of the largest independent craft breweries in London. You will be an integral part of the sales department, working from our Bermondsey office alongside our National Sales Operations Manager to ensure world class customer service. You will manage a team of two Sales Operations Administrators.
The Customer Services Manager should have a background in Sales Operations and Customer Services - experience in the sales field is essential.
You will be an integral part of the sales department, ensuring customer service satisfaction as the primary point of contact for our Supermarket and Wholesaler customers, managing general enquiries and overall stock allocations for our sales team, as well as liaising with our Credit Control team.
You will be responsible for:
* Ensure the Sales Operations team provides a world class customer service by following our Best Practice guidelines
* Support the NSOP by reviewing and updating SOPs as and when needed, and play a part in ensuring processes are followed by other team members
* Manage and process all Supermarket and Wholesaler customer orders and be the main point of contact
* Support documentation of our Export orders
* Assist with weekly team meeting presentation and support in general communication with the Warehouse and Driver team members
* Report on any out of stocks monthly and/or delivery DIFOTs using our KPI trackers
* Assist in managing stock availability within the company’s warehouses, organising warehouse transfers and monitoring stock movements
* Assist in managing POS across the business and delivery to our customers
* Assist the NSOP in reviewing Packaged Stock variances reported by the warehouses (stock control)
* Use CRM systems in conjunction with Excel to analyse customer data, provide sales trends to the wider team, and review forecasts
* Use CRM systems to process customer data, create new products, generate reports, manage stock takes and process orders
* Attend weekly production meetings and work with the Logistics Services Manager and NSOP to coordinate despatches of outstanding orders
* Use our CRM to log and report Quality Cases raised by Off-Trade/Wholesale/Export customers and work with the National Sales Operations Manager to deliver a customer report once cases are investigated
* Assist the Accounts Receivables department by following-up payments for wholesale and supermarket customers, raising invoices (across multiple customer invoicing platforms) and keeping track of PODs, also ensuring Sales Account Managers are engaged in conversations with customers on hold
Skills Required:
* Excellent communication skills
* Strong attention to detail
* Can-do attitude to problem solving
* Exceptional people skills and being able to manage a team
* Proficient in IT, CRM and MS packages – be technology savvy
* Must be able to work across multiple systems
Experience:
* 3 years in a sales operations environment
* Experience in supply chain/live production environments
* Working in an agile SME with high levels of growth and change
* Experience using CRM systems is necessary (ideally Breww)
What we offer you!
* Salary depending on experience
* Annual bonus scheme set on realistic achievement goals
* A generous free beer allowance and Taproom benefits
* A paid day off for your Birthday
* Counselling and wellbeing resources through LifeWorks
* Health cash plan through Health Shield
* Enhanced company parental leave
* Tech and cycle schemes
If this sounds of interest to you and aligns with your experience and career aspirations, then we look forward to receiving your application.