Oettinger Davidoff AG
UK Customer Service Coordinator
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Oettinger Davidoff is a family-owned Swiss company headquartered in Basel. Founded in 1875 by Max Oettinger, the company has developed into one of the world's leading producers and distributors of handmade premium cigars while remaining under family ownership for more than 150 years.
We develop, manufacture, market, distribute and retail premium cigars, tobacco products and smokers' accessories. The company is recognised as one of the world's leading producers of handmade premium cigars and operates a "crop-to-shop" business model, allowing it to oversee the entire value chain from tobacco cultivation and processing to manufacturing, distribution and retail. Tobacco is sourced from several renowned growing regions, including the Dominican Republic, Honduras, Nicaragua, Ecuador, Brazil, Peru, Mexico and the USA, while manufacturing is carried out at production facilities in the Dominican Republic and Honduras.
Our portfolio is centred around the Davidoff brand. In addition, the portfolio includes premium brands such as AVO, Camacho, Cusano, Griffin's, and Zino. The company positions its products in the premium and luxury segment of the tobacco market, with emphasis on quality, craftsmanship, innovation and brand development.
We conduct our business with a strong commitment to integrity, quality and responsible business practices in its relationships with customers, business partners and the communities in which we operate.
We are in 130 countries and employ over 4,000 people. In the UK we have a team of five people: General Manager, Market Manager, Finance Manager and two Area Sales Managers. Our office is in south-west London close to Charlton football ground however we are looking to move and considering the Royal Arsenal docks in Woolwich. We supply tobacco merchants and specialist retailers, hotels, and prestigious clubs. Today orders are processed internally then fulfilled by a third-party logistics partner, however we are currently considering doing our own order fulfilment in the UK.
Job Description Overview
Today orders are processed by our team in Belgium however this role will be based in the UK and is dedicated to the UK market. The successful candidate will work closely with Sales, Warehouse, Logistics, and Finance teams to ensure orders are fulfilled accurately and on time while maintaining high levels of customer satisfaction. The CSC will play a key role in managing orders received from customers to inputting them into our ERP system, ensuring they are fulfilled by our logistics partner or ourselves, booking transport and dealing with any issues as they arise. This person will have much customer interaction by email and phone and needs to always present a professional image of the company. They will support the sales team with sample requirements, help with setting up new customers, and assist the annual trade show in May. As a small team in the UK this role will be key in ensuring our business is ran professionally and they will have much opportunity to provide recommendations in terms of ways of working improvements.
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The CSC will liaise with internal staff, customers, delivery partners, logistic partner etc. They will be a key face of the business and a go-to for all enquiries relating to orders. Their impact will play an important role for the customer's perception of the brand. Our business is growing in the UK, and this is driving the need to have a dedicated UK CSC. As we take on our own fulfilment this person will play a key role in working with the Warehouse Coordinator to ensure orders are fulfilled correctly and despatched on time. As a small team we have a nice atmosphere in the office however it is quiet at times which suits many people but not all profiles.
Ideally the CSC will have a track record in demonstrating solid customer service credentials. They will enjoy interacting with customers and be driven by providing a first-class service.
Duties & Responsibilities
- Serve as the initial point of contact for customer orders, enquiries and issues, responding professionally and empathetically.
- Input orders into our internal ERP system.
- Identify and resolve customer concerns, ensuring their satisfaction and exceeding expectations.
- Develop product knowledge and provide accurate information to customers.
- Verify customer account details, pricing, credit status and delivery requirements.
- Assist customers with order processing, shipment tracking, and any issues as they arise.
- Work closely with the Warehouse Coordinator/third party logistics partner to ensure orders are fulfilled correctly and on time.
- Monitor order progress and proactively communicate delays or supply issues.
- Order materials for the warehouse as and when they are needed: packaging material etc.
- Liaise with our shipping partners, check status if needed, and contact shipping partner if there are any issues that require their support. Log any delays/lost shipments.
- Escalate complex problems as needed.
- Collaborate with other staff to resolve customer issues and ensure a positive customer experience.
- Provide feedback for process improvements.
- Maintain high customer satisfaction by building rapport and strong relationships with customers.
- Contact accounts to chase payments when required.
- Periodic stock counts and updating stock reports.
- Follow procedures, and guidelines, while maintaining a positive brand image for the company.
- Support the sales team with samples requests, new customer set-ups and at the annual trade show any other events as they arise.
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Skills & Experience
The successful candidate will have experience in dealing with customer service matters. They will be able to demonstrate roles they have done that required organisational skills and a focus on ensuring the customer gets a top service. Applicants must have the legal right to work in the UK.
- Exceptional customer service skills with a strong focus on customer satisfaction.
- Strong communication skills, both verbal and written.
- Problem-solving abilities with a keen attention to detail.
- Team player with the ability to collaborate effectively with colleagues.
- Proficient computer skills: Microsoft Office including Excel, Outlook and Word.
- Ability to multi-task and handle high-pressure situations at times.
- Empathy, patience, and a positive attitude.
- Professional, diligent and adaptable.
What can you expect from us?
We conduct our business with a strong commitment to integrity, quality and responsible business practices. This applies to our customers and our staff. You will be treated with courtesy and feel like a valued team member. We are a small team, so each person plays a critical role, and we listen to feedback and recommendations for change.
- Competitive salary which is 10% higher than the London living wage.
- Very competitive pension contributions.
- BUPA Health Insurance.
- Nice environment to work in.
- You will feel like a valued team member.
- 23 days annual leave (based on 80% working week).
Application Process
Please submit your CV and cover letter/email to us by email to benjamin.hutton@davidoff.com We will contact all candidates that meet the profile for an interview.
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