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Job Overview
The Customer Service department is the core of our business, responsible for processing customer sales orders and resolving operational issues. The team is divided into sales and delivery functions, with primary responsibilities listed below.
Primary Responsibilities (Sales)
* Processing sales and sample orders for customers and sales teams
* Answering high volume of customer and account manager calls promptly
* Responding to customer and account manager emails
* Providing updates on order changes (vintages, shortages, delivery dates)
* Ensuring accurate entry of wines at correct prices
* Processing collections and credits, investigating reason codes
* Supporting customers with SwiftCloud online ordering setup
* Handling order and query-related issues
* Managing complaints and queries effectively
* Creating ad-hoc reports using Excel Cube templates
* Following business processes to ensure accuracy and efficiency
* Understanding processes to minimize errors
* Participating in projects to improve departmental processes
* Managing the incoming email inbox, categorizing messages for timely action
* Ensuring orders meet postcode deadlines and are processed electronically
* Managing stock reserves for special promotions
* Processing national orders via third-party systems
* Managing customer-specific prices and discounts
* Handling customer portal pricing for e-procurement
* Holding stock reserves in the system for approved customers
* Issuing credits for discrepancies and resolving invoice issues
* Supporting delivery issues as second-line support
Knowledge, Skills & Behaviors
* Confident communication with customers, sales teams, and logistics partners
* Customer-focused attitude and excellent customer service skills
* High accuracy and attention to detail
* Effective verbal and written communication, including telephone manners
* Ability to work under pressure
* Numeracy skills
* Team player with good collaboration skills
* Ability to prioritize and manage workload independently
* Negotiation and influencing skills
* Customer-centric approach, striving for excellence
* Self-motivated, proactive, and able to use initiative
* Alignment with company values
* Willingness to identify and pursue training or development needs
Experience & Qualifications
* GCSEs in key subjects such as Maths and English
* Previous customer service experience, preferably office-based
* Proficiency in Microsoft Outlook, Excel, and Navision (ideally Bevica)
* Experience working with third-party logistics providers
* Strong numeracy skills
What We Offer
* Bonus and profit-sharing schemes
* 25 days annual leave, with option to purchase up to 5 additional days
Additional Details
* Seniority level: Associate
* Employment type: Full-time
* Job functions: Customer Service, Administrative, Sales
* Industry: Retail
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Location updates: Luton, England, UK — 5 days ago; other recent postings include roles in Luton and Milton Keynes.
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