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Date: 14 Mar 2025
Location: Hertz, GB, CM23 3HG
Company: Britvic
In combining Carlsberg’s and Britvic’s legacy businesses in the UK to form Carlsberg Britvic, we are creating an integrated beverage powerhouse in the market. Stronger together, we have a unique opportunity to get ahead and stay ahead of the competition while building a truly iconic business proposition. We offer customers an enhanced portfolio as the leading supplier combining beer and soft drinks, supported by a world-class sales force capable of unlocking growth opportunities across multiple channels and occasions. We are leveraging the strength of our integrated supply chain to make great-tasting brands available everywhere. Additionally, we are building brand equity while delighting consumers through outstanding marketing and innovation platforms. To fuel this opportunity, we are combining our talent, capabilities, and know-how across our integrated organization.
Job Overview
We design, manufacture, supply, and maintain our own industry-leading range of energy-efficient water dispensers. From smart touch taps to bottling systems, to our unique centralized distribution system that filters water at source, our products are among the most economical and technologically advanced water dispensers in the world. Our high-capacity water dispensers are designed for organizations that care about a healthy workforce, community hydration, and a clean environment.
The role of the Customer Service & Planning team is to ensure our customers receive the best possible experience whenever they contact us. You will be responsible for managing customer contracts, ordering equipment, understanding invoice and purchase order processes, administrating customer files, and handling customer complaints. Additionally, you will be planning the service and call out activity of a team of field-based engineers and contractors (where appropriate), ensuring optimization of resources within a given geographical area.
Key Responsibilities
* Deliver best-in-class levels of customer service
* Log services and repair call outs for our customer base
* Work towards customer contract expectations and SLAs
* Order equipment and ensure it gets to where it needs to be for our Engineering team
* Record, handle, and escalate customer complaints
* Plan the service and call out schedule for our Engineers
* Understand and follow our invoice and purchase order processes
* Liaise with our sales teams to ensure appropriate communication on progress for equipment placement requests
* Keep the administration of our customer files and accounts in good order
* Optimize productivity by managing the workload exceptions in the most effective way
* Work in partnership with stakeholders, specifically our leadership team, to ensure accurate measurement of field effectiveness
* Customer calling to be an integral part of the role in order to minimize canceled jobs
* Champion new processes & systems and constantly seek continuous improvement
Requirements
* Excellent communication skills
* Organization and Time Management skills
* Experience of working business-to-business
* Ability to work under pressure & use own initiative when problem-solving
* Confident and resilient to deal with challenges from customers and internal stakeholders
Key Behaviors
* Demonstrates the Britvic Values
* Understands and demonstrates the importance of delivering great customer service while taking ownership of actions and being open to feedback in order to improve performance
* Ability to communicate effectively with all levels of stakeholders
* Willingness to learn and to coach others
* Takes ownership of personal development
* Professional attitude at all times
* Flexibility and adaptability to changing working environment when required
Education/Qualification
Educated to GCSE level preferred
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