Customer Service Analyst – World’s Largest Family-Owned Winery

We are hiring a Customer Service Analyst to join our Customer Service team, who play a central role in building strong relationships with our distributors, retailers, and consumers. We are looking for a customer-focused, analytical thinker to deliver excellent service while driving measurable business improvements.

About the Role

This position is based at our Uxbridge office (UB8) with a hybrid working pattern (3 days per week in-office, 2 days remote).

Responsibilities

• Manages customer needs with a strong sense of urgency and monitors deadline compliance.
• Ensures timely execution of priorities and responsibilities.
• Collaborates cross-departmentally to resolve and close issues efficiently, leveraging workflows and decision matrices.
• Meets export documentation deadlines and tracks export order completion.
• Supports account managers in ensuring accurate and timely shipment of customer documentation.
• Responds to internal and external customer correspondence via telephone, email, or formal written channels; escalates complex issues as needed.
• Maintains compliance with Defra/The Rural Payments Agency regarding export documentation.
• Generates and reviews export documentation for all UK export orders.
• Coordinates with customers, 3PLs, third-party bottlers, and global supply chains to facilitate order communication and workflow.
• Handles routine to complex customer inquiries, orders, and complaints – including EDI and manual processes – while adhering to predefined service metrics.
• Places warehouse orders as per customer requests.
• Monitors stock levels and tracks goods movements accurately.