The North British Distillery Company Ltd.
Customer Service Coordinator
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Overall purpose of Role
The role of the Customer Service Coordinator is to handle the complete lifecycle of customer orders. They will process purchases / orders, track shipments, check inventory levels and resolve customer enquiries.
Background
An experienced and Customer Service Coordinator with a strong customer focus and experience of dealing with service users and suppliers. Confident liaising between internal and external stakeholders to ensure clear communication regarding all stock movements. Skilled in coordinating customer demand and ensuring clear, accurate communication across the supply chain.
Technical Experience
- Proven experience within a supply chain, logistics or stock control environment
- Experienced in Microsoft Office applications and business systems
- Strong analytical and numerical skills, with the ability to input and interpret complex data
- Experience using DRAMS or similar inventory management systems is desirable
- Understanding of HMRC customs processes
- International Export knowledge advantageous / desirable knowledge within drinks industry
Health, Safety & Environment
- Good working knowledge of relevant Health, Safety and Environmental legislation
- Commitment to maintaining compliance with company policies and regulatory standards
Customer Focus
- Ability to build and maintain strong working relationships with customers, suppliers and colleagues
- Strong understanding of customer requirements and the ability to balance these with operational and planning priorities
- Dedicated to delivering high standards of customer service and support
Behaviours
- Proactive and ‘Hands On’ approach to all responsibilities and tasks
- Problem solving skills to manage unexpected delivery disruption
- Excellent communication skills with the ability to work closely with internal and external contacts
- Strong organisational skills and attention to detail
- Positive team player
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Main Responsibilities
- Working as part of a team to ensure that all activities on site are carried out in accordance with the relevant work instruction, adhering to the necessary Company health, safety and environmental requirements and complying with all regulatory current legislation to maintain a safe working environment for all employees.
- Maintaining an awareness of the regulatory and Company standards that apply to the role such as H&S, COMAH, Environment, HMRC, FEMAS (food & feed safety), ISO9001. Understand and act in accordance with the Site Emergency Response Plan in the event of an evacuation or major incident, and regularly participate in COMAH improvement activity.
- Process customer orders in business systems, communicate order status and delivery schedules, and resolve order, shipping, and billing issues with relevant stakeholders.
- Maintain accurate stock records, manage stock movement information, identify inventory levels, and respond to customer and operational stock enquiries.
- Ownership of customer issues / escalation through to resolution including proactive communication with customers when there are service disruptions, delays or stock issues.
- Plan and coordinate mature whisky removals, prepare clearance orders, issue despatch documentation, create invoices and liaise with warehouse operations to ensure efficient execution.
- Monitoring key performance indicators (KPI’s) to identify trends, assess customer satisfaction and drive continuous improvement.
- Managing the processing of all relevant invoices for Fillings, Rent, Handling, Coopering, Mature sales, Haulage and Wood purchases.
- Lead and support continuous improvement activities to deliver productivity and cost efficiencies and improve operational performance.
- Undertake any training or qualifications that are required to fulfil your role competently and/or to meet changing legislative and safety requirements.
- Any other duties that may reasonably be required in line with your contractual role.
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About Us
Founded in 1885, The North British Distillery Company Ltd (North British) is one of Scotland’s oldest and largest Scotch Whisky producers. We originally operated under the structure of a co-operative until 1993 and are now owned as a joint venture between Diageo plc and The Edrington Group.
We are a distillation and maturation business selling grain spirit which is used as the base for blended Scotch Whisky by many well-known brands. The Distillery is based in Gorgie (Edinburgh) and this site is responsible for the production of new-make spirit, producing a by-product of animal feed, and energy via an Anaerobic Digestion plant. Our main Warehousing site is based in Muirhall (Addiewell, West Lothian), with 15 maturation warehouses and responsibility for bonding, storage and disgorging.
Benefits
Along with a competitive salary, North British offers the following benefits to our employees:
- Generous holiday allowance
- Generous pension contribution (employer contribution up to 15% based on employee contribution of 10%).
- Access to our Profit Share Scheme, Business Scorecard Bonus Scheme and individual performance awards (subject to eligibility)
- Enhanced maternity, paternity and adoption leave package
- Life Assurance cover
- Ongoing professional and personal development
- A range of health and wellbeing benefits including physiotherapy sessions and Cycle to Work scheme
- Support for you and your family, when you need it through counselling and life management including guidance on financial, mental and physical wellbeing
- Charity fundraising double matched donations
- Electric vehicle scheme
- Discounted AA membership rate
- Long service awards
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