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Customer Service Advisor

14,996 P.A. ?
Location: Semilong
Company: LWC Drinks
Contract type: Permanent
Hours: Full time
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LWC Drinks Ltd provides licensed establishments with all of their bar and sundry supplies. LWC Drinks are more than just a distributor and at 24th place in the Sunday Times PWC Profit Track 100, they have become the fastest growing privately owned drinks company in Britain. Their aim is to provide the best customer service in the industry, as well as an impressive and extensive portfolio of products. Currently LWC Drinks employ over 1,00 people and they have 14 depots across the UK as well as a Support Centre and Hub distribution centre based in Chadderton in Manchester.

Job Title: Customer Service Advisor
Reports To: Office Manager/Telesales Team Leader

Brief Overview
To complete a daily Out Bound Diary, building relationships with Customers. Also processing any orders from incoming calls, emails & answer machine.
Taking a high volume of incoming calls which include customer complaints, queries, orders etc, contacting potential customers, order processing and arranging deliveries
Taking part in regular Promotional Drives, up selling from Promotional Brochure on all calls. Utilising all available reports & systems.
Core Duties
• Building relationships with weekly telesales Out Bound customers, being a regular point of contact
• Ability to convert Incoming calls to pro-active planned Out-bound calls.
• To ensure high standards of customer services, taking and inputting orders efficiently and accurately.
• To have a clear and personable telephone manner.
• To ensure a high standard of customer service with creating an initial business relationship with all new customers. Set up initial orders and delivery requirements.
• Take ownership of solving customer issues through pro-active customer service.
• To promote from our promotional brochure and up sell specific drives.
• Understanding the need to target specific Customers with products that are relevant to them
• To promote the sale of LWC Drinks own brand products
• To retain strong relationships with account managers, helping them in acquiring new business and work on composite selling to Customers on their area's...
• Providing key support for account managers; informing them of results from the 5 weekly report, ensuring that they stay aware of business retention and setting up appointments for new business
• Follow up actions for the above report for either Telesales and or Account Managers.
• Responsible for certain administration duties within the office; confirmation, sorting the post, filing, processing orders etc.

Key Skills
• Excellent Customer Service Skills
• Use of Microsoft Excel for spreadsheets and records
• Ability to use the trinity system
• Good team work skills
• Good communication and relationship building skills
• Good product knowledge

Hours: 37.5
10% annual performance related bonus
Monday – Friday 9am – 5pm
some flexibility required, Saturday 9am – 11:30am on a rotating basis.

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