Overview
Role: Service Advisor
Location: Wolverhampton, GB
Entity / Company: Carlsberg Marston’s Brewing Company
Job type: Full-time, 9:00 am to 5:00 pm, working any 5 days out of 7 (flexibility to work weekends required).
Work model: Hybrid
Role Description
Join Carlsberg Britvic as a Service Advisor and become an essential part of our integrated beverage powerhouse. You will deliver exceptional customer experiences while managing the end-to-end order process for our portfolio of beer and soft drinks. As the primary point of contact for customers, you will build strong relationships, resolve issues at their root cause, and ensure seamless service delivery that reflects our commitment to excellence.
This position requires a customer-centric mindset, strong communication skills, and the ability to manage competing priorities in a fast-paced environment. Your contributions will directly impact customer satisfaction, operational efficiency, and brand reputation as we continue to build our iconic business proposition in the UK market.
Role Responsibilities
* Serve as the primary contact for customer depot and head office teams, delivering exceptional service through clear, timely, and proactive communication throughout the order lifecycle
* Accurately process and validate all customer orders, ensuring high data quality standards while securing and managing booking slots to maintain service continuity
* Monitor orders against agreed parameters and conduct timely checks to ensure successful execution and adherence to service standards
* Investigate order failures and service gaps, providing thorough root-cause analysis and implementing corrective actions to prevent recurrence
* Collaborate effectively with forecast managers, deployment teams, transport & warehouse providers to ensure seamless customer service delivery
* Support the zero-loss philosophy by driving optimal order volumes, full load utilization, and minimizing inefficiencies
* Identify and implement opportunities to simplify processes, improve workflows, and enhance the overall customer experience
Experience and Key Attributes
* Previous customer service experience in a similar role, with FMCG business experience highly valued
* Account management experience desirable, with a proven ability to build and maintain strong customer relationships
* Proficiency with SAP and other order management systems
* Strong problem-solving abilities with a "fix it properly" mindset—identifying underlying issues rather than applying quick fixes
* Excellent communication skills with the ability to manage stakeholder expectations effectively
* Detail-oriented approach with strong organizational skills and the ability to prioritize competing demands
* Passion for delivering exceptional customer experiences with a commitment to continuous improvement
Our commitment to diversity equity & inclusion
We welcome applications from people of all backgrounds, identities, and experiences, including those of different races, ethnicities, genders, sexual orientations, ages, abilities, religions, and socioeconomic statuses. We actively seek to create a safe and inclusive environment for all colleagues, where diverse perspectives are welcomed and inclusive practices are embedded in everything we do.
We are happy to support accessibility needs, to ensure a fair and equitable experience for all candidates, so please do let us know if you require any adjustments during the recruitment process.
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