Enotria
Customer Services Executive
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Join a Dynamic Team at the Heart of the Wine & Spirits Industry
Are you passionate about delivering exceptional customer service and building lasting customer relationships? Do you thrive in a fast-paced environment where no two days are the same? If you're a proactive problem-solver who enjoys collaborating with multiple teams to create outstanding customer experiences, we'd love to hear from you.
We're looking for a motivated Customer Service Executive to join our busy Customer Service team in Park Royal. This is an exciting opportunity to play a pivotal role in supporting over 5,000 customers, managing a portfolio of 6,000 SKUs, and working closely with our nationwide sales team of 70 Sales Executives.
As the voice of our business, you'll be responsible for ensuring every customer interaction is efficient, professional, and memorable while helping us continuously improve the service we offer.
The Role
The Customer Service team is responsible for delivering best-in-class support to our trade, retail, and fulfilment customers by:
- Processing orders accurately and efficiently to meet delivery deadlines
- Managing customer queries relating to orders, deliveries, stock availability, and after-sales support
- Building strong relationships with customers and supporting our Sales teams
- Maintaining customer accounts and website ordering setups
- Working collaboratively with Credit Control, Warehouse & Distribution, Supply Chain, Sales Operations, and the wider Sales team
Key Responsibilities
Order Processing & Customer Support
- Process customer orders received via telephone, email, website, and customer software portals including Epsys and Procure Wizard
- Ensure orders are entered accurately and within required timescales
- Communicate product availability, pricing changes, delivery updates, and stock shortages proactively
- Investigate all stock availability options before confirming shortages
- Liaise with Supply Chain and Marketing regarding stock levels, vintage changes, packaging amendments, and delivery schedules
- Maintain customer records and collaborate with Credit Control on account set-up, payments, refunds, and account changes
- Keep Account Managers informed of customer issues, queries, and resolutions
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Retail & Fulfilment Support
- Handle customer enquiries relating to vouchers, discount codes, website logins, deliveries, orders, and product recommendations
- Support fulfilment customers through third-party platforms and manage delivery or stock-related issues
- Assist with promotions, special offers, and stock management of premium and collectible products
- Respond to Trustpilot reviews and ensure customer concerns are resolved promptly and thoroughly
Customer Service Excellence
- Process credit and debit requests within agreed service levels
- Manage discount applications and pricing amendments
- Support EDI invoicing processes and portal providers
- Send Welcome Packs and conduct follow-up calls with new customers
- Work closely with Warehouse and Transport teams to resolve delivery issues while acting as the customer's advocate
Success in This Role Means
- Achieving 100% order processing accuracy
- Meeting a 98% inbound call service level
- Delivering consistently outstanding customer experiences
- Building strong relationships with customers and colleagues
- Communicating effectively across departments
- Finding practical and creative solutions to challenges across the supply chain and customer journey
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About You
Essential
- Previous experience in customer service and/or sales
- Strong communication and interpersonal skills
- Excellent written and verbal communication
- High levels of accuracy and attention to detail
- Strong numeracy skills
- Intermediate to advanced Microsoft Office skills
- Experience working collaboratively with a variety of stakeholders
Desirable
- Experience within the Wine & Spirits industry
- Good wine and spirits knowledge
- WSET qualification
- Degree educated
- Experience using Navision CRM and Freshdesk
- Fluent in French, Italian, or Spanish
What We're Looking For
We're looking for someone who is:
- A quick learner with a positive attitude
- Passionate about delivering exceptional customer service
- Energetic, adaptable, and eager to get involved
- A team player who always goes the extra mile
- A self-starter with a thirst for knowledge
- Flexible and resilient in a fast-moving environment
- Able to think creatively and confidently solve complex customer and supply chain challenges
Why Join Us?
This is more than a customer service role. It's an opportunity to become part of a collaborative, passionate team that places customer experience at the centre of everything we do. You'll gain valuable exposure across multiple business functions, work with market-leading products, and play a vital role in helping us deliver an exceptional service to customers every day.
If you're ready to take the next step in your customer service career and join a business where your contribution truly matters, we'd love to hear from you.
Apply today and become part of our journey.
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