Managing the Freixenet Copestick Customer Service Team, you will ensure customer orders are managed and delivered on time & in full. The role will be responsible for continually evaluating Customer service policies, procedures and standards.
Freixenet Copestick is a major player in the UK’s drinks market, and we’re proud to be the UK’s leading supplier of Sparkling Wines! With an extensive portfolio across Still Wine, Sparkling Wine, Beer, and Spirits, this is an exciting opportunity to be an integral part of the next phase of growth.
Responsibilities
* Lead and motivate the Customer Service Team to provide exceptional service to customers
* Develop a clear set of Customer Service KPIs
* Train Team Members on effective Customer Service processes
* Manage international and domestic customer orders
* Ensure all orders are compliant with international trade regulations
* Manage external relationships with Freight forwarders and customs
* Resolve issues and disputes relating to customer orders, shipment, delivery, and customs
* Maintain a deep understanding of company products and services to provide accurate information to customers
* Act as the main interface with customers. Build strong Customer Service relationships
* Ensure all Customer Service costs are in line with budget and all exceptional charges logged
* Manage the Customer Service Delivery non-conformance
* Continuously improve the end-to-end Customer Service and order processes
Experience
* 2-3 years proven work experience in an import/export customer service environment
* Strong understanding of import & export laws and regulations
* Working knowledge of Customer Service databases and tools – SAP experience would be beneficial but not essential.
* Experience in a FMCG environment
* People Management
Person
* Demonstrable leadership capability
* Able to build and maintain relationships
* Action-oriented and clear decision maker
* Excellent collaborator and problem solver
Skills
* Excellent customer-facing and communication skills
* Strong analytical and problem-solving skills
* Operational business improvement skills
We welcome applications from candidates who do not 100% meet the role requirements.
Working Hours
* Monday to Friday, 37.5 hours per week
* Hybrid working, at least three days per week in the office
* Working in a Category team of four
* Primary work location is Newbury, which is wheelchair accessible, with step-free access and on-site parking
Company Benefits
* 25 days holiday + 1 day off for birthday + public holidays
* Additional Company Pension Contributions
* Annual Bonus opportunity equal to 10% of basic salary
* Private Health Cover
* Employee Assistance Programme
* Life Assurance – 4 x basic salary
* Income Protection Insurance
* Company Maternity Pay – 13 weeks at full pay
We are dedicated to creating an open and inclusive working environment, and this starts with our recruitment practices. We try to ensure that everybody who is interested in joining our team has equal opportunity and ability to start that journey with us. We intend to have flexible and accessible hiring practices and will make every attempt to adapt to your needs throughout. We welcome any requests for adjustments in our processes.
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