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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%.
