Customer Services Executive

Overview

• The Customer Service team’s primary purpose is to provide the best direct service for our trade, retail and fulfilment customers
• Process all orders accurately and in sufficient time to allow delivery dates to be met
• Manage all queries in relation to these orders; delivery, availability and post-delivery care
• Provide exceptional customer service and support to the Sales Teams, ensuring excellent Key Account relationships are developed
• Account maintenance: Account & website ordering set-ups
• There is a requirement to work with all departments in the company, specifically: Credit Control; Warehouse & Distribution; Supply Chain; Sales Force & Sales Operations

Approximate dimensions: 5000 customers; 6000 skus; 70 Sales Executives.

It is the responsibility of the Customer Service Executive to ensure customer satisfaction by:

• Achieving 100% accuracy and timely order processing
• Meeting 98% inbound call service level
• Taking orders in a professional and confident manner
• Dealing with all enquiries promptly, thoroughly, and courteously to enhance the customer experience
• Building strong relationships and consistently delivering outstanding service
• Effectively communicating with the sales team and other departments on any matter at all that may affect the customer
• Undertake a range of customer/sales/administration tasks with a view to providing a high level of support to the customers and the business
• Continuously improve the offering to customers through exceptional service or sales

Responsibilities

Inbound order capture & processing

• Process all orders that come in via; telephone, email, web and customer software portals such as Epsys & Procure Wizard
• Process all orders accurately and in sufficient time for delivery dates to be met, ensuring due attention is given to any special order or delivery instructions
• Inform customers of any product, pricing or delivery information which may affect them at the time of taking the order, or as soon as possible
• Be aware of available stock and reserves held for customers and take appropriate action when processing orders for “limited availability” stocks
• Ensure that all possibilities are investigated before advising of a stock shortage (large orders not yet dispatched/stock on un-paid reserve/different case pack/vintage/alternatives)
• Liaise with the Supply Chain and Marketing teams with reference to stocks, vintage changes, packaging changes and delivery dates for any stock shortages
• Work with the Credit Control team regarding changes to the customer database; new accounts/branches; payments, refunds and sundry credits
• Communicate regularly with account managers regarding their customers and keep them informed of any collections, queries and resolutions.

Retail and Fulfilment activity

• General retail customer service queries, from helping with vouchers/discount codes, website logins, delivery issues, assisting with orders or making suggestions/recommendations for replacements via email or phone
• Fulfilment customer service - assisting with processing orders through chosen platforms, liaising with third-party customers to support them with their customer needs such as dealing with delivery or stock issues, and any wider-ranging queries
• Dealing with special offers and promotions on the website, as well as stock management for bespoke products/ collectable items at premium prices
• Answering our Trustpilot reviews and making sure that all our customer queries are answered and actioned as promptly and meticulously as possible

Customer services

• Process all credit/debit requests within agreed SLAs
• Deal with discounts and pricing amendments
• EDI invoicing/ working with various Portal providers
• Send Welcome Packs and conduct follow up calls on new accounts
• Collaborate with the Transport and Warehouse teams regarding delivery queries, taking the role of the Customer Champion in all situations

Person Specification

Notes

Characteristics we look for:

• A quick learner
• Energetic individual with a passion for customer service
• Works well in a team and always goes the extra mile
• A self-starter with a thirst for knowledge
• Willing to work flexibly
• Ability to find and execute creative solutions to a wide variety of supply chain issues

Applications

We’d love to hear from you! Please send your CV and a brief cover letter outlining why you're a great fit to [email protected].