Customer Service Advisor

Role Overview & Responsibilities

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 1000 people, and they have 14 depots across the UK as well as a Support Centre and Hub distribution centre based in Chadderton, Manchester,

Job Title: Customer Service Advisor
Reports To: Office Manager

Brief Overview

• To complete a daily outbound call diary, building relationships with new and existing customers. Also processing any orders from incoming calls, emails and answer machines
• 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, upselling from promotional brochure on all calls
• Utilising all available reports and systems

Core Duties

• Building relationships with weekly telesales outbound customers, being a regular point of contact
• Ability to convert incoming calls to planned outbound calls
• To ensure high standards of customer services, taking and inputting orders efficiently and accurately
• To have a clear and personable telephone manner
• Take ownership of solving customer issues through pro-active customer service
• 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 in their areas
• To promote from our promotional brochure and upsell specific drives
• Understanding the need to target specific customers with products that are relevant to them
• Responsible for certain administration duties within the office; confirmation, sorting the post, filing, processing orders etc.

Key Skills

• Excellent customer service skills with a real caring attitude for both the customer and the business
• Use of Microsoft Excel for spreadsheets and records
• Ability to use the Trinity system
• Good teamwork skills
• Good communication and relationship building skills
• Good product knowledge
• Competitive salary + quarterly bonus based on achieving KPI'S