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The Customer Service Coordinator plays a vital role in ensuring best in class Customer Service by managing the complete order process from entry to delivery. You are responsible for maintaining accurate order processing and communication while building strong relationships with customers, through professional and proactive communication via phone and email.
Key responsibilities
- Process and validate wine orders with high attention to detail, ensuring accurate products, quantities and delivery specifications
- Communicate effectively with customers via email and phone regarding order confirmations, stock availability, and delivery timeframes
- Handle customer enquiries and concerns professionally via phone and email, ensuring timely and effective resolution
- Track and monitor order status from entry through to delivery, proactively identifying and addressing any potential delays or issues
- Investigate and resolve order discrepancies and delivery issues, in collaboration with warehouse, distribution and sales teams
- Process and manage returns, credits, and replacements according to company policies and procedures
- Maintain detailed records of all customer interactions, complaints, and resolutions in operating systems: NAV and Zendesk
- Coordinate with the sales team to address customer-specific requirements and support account management
About you
- Previous experience working in a similar customer service or order processing role
- Excellent written and verbal communication skills and able to build good working relationships
- Reliable, positive and pro-active with the ability to prioritise and take ownership of issues
- Enjoys working collaboratively as part of a team
- Exceptional attention to detail and accuracy along with strong IT skills
- Ability to learn new systems
- A little bit of wine knowledge would come in handy!
What you can expect
Working Hours:
- Sunday - Thursday 3pm-12am
- Friday & Saturday: Off
- 25 days holiday excluding public holidays increasing after 2 years’ service
- Personal bonus of up to 5% of salary, based on performance against key objectives
- Company bonus of up to 15% of salary
- Company pension scheme matching up to 5% of contributions
- 18 weeks enhanced maternity leave and 4 weeks paternity leave.
- Cycle to work scheme & Season ticket loan
- Employee Assistance Programme
- Travel insurance
- Employee wine discount
- Retail, wellbeing, technology, and travel discounts
Liberty Wines is an award-winning company and accredited by Investors in People which offers excellent opportunities for training and development alongside a great working environment (and an even better coffee machine).
We encourage all our employees to further their wine knowledge through our in-house Liberty Wines Academy and WSET (Wine & Spirit Education Trust) courses alongside building skills and experience over the course of their professional development.
Liberty Wines celebrates diversity, and we are committed to creating an inclusive environment where everyone feels comfortable to be themselves
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