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Customer Services Representative (CSR) (Contract)
Fixed Term Contract
EMEA - Twickenham, London
Customer Services Representative (Contract)
The prime purpose of this role is to understand customer requirements with their orders, provide updates on status to internal/external customers, respond to customer enquiries, and to ensure high level of customer service is maintained at all times.
First point of contact for a nominated group of customers, pro-actively developing relationships, professionally and courteously handling all matters relating to order management.
To receive and process orders by telephone, fax, internet and EDI, undertaking initial check that orders comply with agreed order criteria and resolve issues related to non compliance on a daily basis.
To track and monitor orders to ensure all orders are delivered to customer within the requested time frame, invoice orders once goods are delivered/shipped.
To pro-actively communicate order status to customer and commercial team ensuring high level of customer service.
To liaise with Fulfilment Team, Foster's Australia, Foster's Americas and CERT to resolve issues around to stock availability, production delays, vintage changes and allocations of stock.
To liaise with the Logistics department and CERT in regards to late and failed deliveries/shipments.
To effectively influence third party relationships to accelerate Foster's customer service.
To take ownership of queries from internal and external customers by prioritising and ensuring all are responded promptly and professionally.
To work closely with and support Commercial Teams and Credit Controllers, servicing the group of customers by regular and accurate verbal and written communication.
To actively participate as a member of the Customer Service Team to ensure a high level of customer service for all internal and external customers. To cover team members whilst on leave.
To prepare reports as required e.g. promo phasing reports, service level reports etc.
Responsible for accurate customs documentation handling.
Extensive customer service experience ideally within the wine trade
Excellent communication and personal relation skills
Proven ability to work within a team whilst retaining individual initiative
Professional and solution focused; sound commercial awareness
Computer literate - Word, Excel, and Outlook- ideally (but not essentially) with some experience of JD Edwards
Time management and prompt attendance at work
Excellent telephone manner, ability to develop working relationships over the phone
Good organisational ability to maintain all order records and progress in methodical manner
Good knowledge of import and export
Wine knowledge would be an advantage
Challenges in this role:
To prioritise demands efficiently to meet internal and external expectations
To manage order issues outside of CSR's control and to communicate issue/resolution to customer in timely manner.
To coordinate actions between/with different teams/department to effectively manage the order
To recognize service issue quickly, pro-actively provide solution and take appropriate action
To take ownership of queries
Develop and nurture customer relationships
To understand customer specific requirements
Using multiple systems
To work under pressure during peak trading periods
7 Dec 2010 GMT Standard Time
31 Dec 2010 11:55pm GMT Standard Time
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