Customer Service Executive - 53993BR

Listed by Diageo plc
	Diageo are the worlds leading beverage alcohol producer in the world. They produce from more than 200 sites in over 30 countries and employ over 4000 people across more than 55 sites in Scotland England Ireland Italy and the Netherlands.

Job Specification

Job Description

Context & Scope
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Justerini & Brooks (“J&B”) is a London, Hong Kong and Edinburgh based wine merchant, founded in 1749 and one of the world’s most recognised names in fine wine with a royal warrant and a high reputation for quality and service. J&B has many years of combined experience in buying and selling of fine and rare wines and its wine portfolio provides access to a full range of exceptional value wines, fine and rare wines and en primeur. J&B also has a dedicated on trade division which supplies wines, Champagnes and spirits to restaurants, bars, hotels, catering companies and independent retailers throughout the UK.
J&B‘s private clients are the global elite, many of whom spend over £50k per annum with J&B (and some over £1m). As such they demand a luxury experience at every touch point in J&B. The international fine wine market is a competitive and demanding business. The focus for J&B is to continually develop our sales service in line with changing markets and client needs. The aim is to beat the competition and to develop long-standing client and supplier relationships by ensuring we offer market leading advice, stock and service to our customers.

c) Leadership Responsibilities

§ Shows energy, commitment and courage in approach and the confidence to challenge current ways of working.
§ An adaptable and positive approach to new challenges and changes.
§ Excellent interpersonal skills.
§ Demonstrates key leadership behaviours of:
Ø Creates possibilities.
Ø Creates the conditions for others to succeed.
Ø Consistently delivers great performance as an individual and through the team.
Ø Creates great relationships that are honest, open and respects the individual capabilities of others.
Ø Grow yourself through self-awareness.

Purpose of Role

To deliver a first class customer experience to both private clients and on trade customers and to support the private client sales team, the on trade sales team and the Hong Kong private client sales team.

Top Accountabilities

• Support all sales teams, private client, on trade and Hong Kong
• Sales support administration including setting up accounts, credit notes, manual invoices
• Work alongside the credit control team to support a fast order to cash process
• Process orders from phone/email/account managers into Stock ERP system (currently maginus)
• Answer telephones
• Resolve customer queries/complaints
• Process web orders and help manage web accounts
• Recommend wines and process orders for smaller private client customers
• Arrange international deliveries for private client customers