Customer Service Administrator

Are you a customer service superstar? We are looking for some new team members to join our Customer Services Team as we go through a period of growth.

The purpose of the Customer Service Administrator role is to ensure customers receive exceptional service at all times, and that all orders are fulfilled within the Service Level Agreement. You’ll work as part of a team, speaking to customers and problem-solving any issues with orders. To be successful in this role you will have strong customer service and administration skills, with the ability to multi-task and work to tight deadlines.

Due to business requirements, it is expected that the role holder will need to have a high degree of flexibility in order to meet the demands of the role. You will need to be able to adjust to a broad and fluid set of tasks as company requirements change.

Your responsibilities will include...

• Accurately inputting orders into the economic resource planning system; (Defacto) whilst checking delivery dates in a timely manner
• Confirming orders with the customer, confirming delivery date and estimated delivery times along with any out of stock lines and alternative products available
• Communicating with all clients in a professional manner and escalating any issues to management level if needed
• Creating collection notes for customer returns
• Arranging online bookings via portals to book in customer deliveries
• Processing order payments (Worldpay)

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Your blend of talent…*
Ideally, you will have:

• Excellent verbal and written communication skills
• Strong administrative skills
• Experience of selling luxury or specialist products
• Knowledge of Microsoft Office products and the ability to learn computer systems quickly
• Ability to remain calm under pressure
• A high degree of accuracy and attention to detail
• Experience working in a fast-paced, customer-focused environment
• A professional and friendly manner with the ability to build rapport
• A pro-active ‘can do’ attitude

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Our mix of benefits*
We offer Sage Employee Benefits for your Health including GP OnDemand and EAP.
Our lifestyle benefits options include 33 days’ annual holiday including BHs, employee pension, life cover, income protection & private medical insurance.
You can access gifts & discounts, including a 15% discount on our products sold online at The Whisky Exchange. Access to company events.
We’re committed to diversity and inclusion
We promote diversity and inclusion throughout our business. In our teams, we proactively foster a diverse work force and an inclusive culture – an environment where we can truly be ourselves.
We will assess your application for this role based on your skills, experiences and achievements, not your gender, age, ethnic or educational background or any other such factors. Please feel free to leave these off your CV and application form if you so wish.

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About The Whisky Exchange Group*
The Whisky Exchange (TWE), founded in 1999, is an independently managed business and a recent addition to the Pernod Ricard Group since November 2021.
TWE is a trusted, premium focused, omni-channel spirits specialist sharing its passion and knowledge with consumers around the world reaching more than 80 M£ net sales and employing more than 200 people. It operates via various channels:

• a multi-award-winning website selling over 5000 whiskies, spirits, liqueurs and Champagnes to over 65 countries around the world,
• a premier supplier (Speciality Drinks) of premium whiskies, spirits and champagnes to the most prestigious UK on-trade venues
• 3 flagship stores, ideally located in Central London, bringing a shop window to TWE website with an extensive variety of products on shelf, expert advice and services (Click & Collect, masterclasses, trainings, tastings, …)
• the most trusted dealer of old & rare spirits to collectors, investors, spirit connoisseurs and corporates
• one of the leading online auction players (Whisky.auction) in a fast-growing secondary market for whiskies, other spirits and wines
• an event team organizing the UK's leading whisky, Champagne, Cognac and rum shows, opportunities to share a passion for spirits and educate customers through recognized events bringing together brands, collectors and spirits lovers.

Job Types: Full-time, Permanent