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Customer Service Advisors

With two Royal Warrants, Masters of Wine and more than 318 years of history, Berry Bros. & Rudd is Britain’s original wine & spirits merchant.

We are currently recruiting for two Customer Service Advisors on a fixed-term contract until January 2019, based in Basingstoke, reporting to the Customer Service Manager. You’ll be responsible for ensuring that outstanding customer service is consistently delivered to both external and internal customers by taking complete ownership of all inbound enquiries and pro-actively working towards their timely and efficient resolution.

The role involves:

• Respond to incoming calls and emails from customers and meet and exceed their expectations every time
• Take ownership, escalate and fully resolve customer complaints to a consistently high standard
• Work closely with other departments to gain information to assist in resolving customer queries
• Capture and log all relevant information including written communications with customers accurately within the Company’s systems
• Handle general customer queries and provide accurate advice in line with Berry Bros. & Rudd service offerings
• Respond to customer Live Chats and provide accurate and timely advice
• Liaise with 3rd party carriers professionally and efficiently to resolve customer delivery queries
• Provide administrative, service and sales support for other internal departments

 

Skills, knowledge and personal attributes:

• Experience of working within a B2C Customer Service/Contact Centre environment, ideally within a luxury goods industry
• Excellent telephone manner and communications skills
• A proven track record of exceeding customers’ expectations
• Good listening skills and ability to empathise with customers
• Ability to multi-task and work under pressure in a busy environment
• A problem-solving approach allied to a desire to achieve the expected resolution to customers’ issues or problems
• Organised with good administrative skills
• Computer literate with experience of all main Microsoft office packages
• Confident working on own initiative, but equally at home working with and alongside with others in the team
• A flexible approach to working hours and performing other tasks as required

If you wish to apply for this role, please send your CV to Michaela Cloke, People Business Partner, at careers@bbr.com by Monday 13th August 2018..

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Christmas Sales Support (fixed-term contract)

With two Royal Warrants, five Masters of Wine and more than 300 years of history, Berry Bros. & Rudd is Britain’s original wine and spirits merchant.

We are currently recruiting for three roles to work alongside our Wine Advisor sales team from October until the end of December 2018.

The role involves:

• Processing orders through our in-house order management system
• Managing our Christmas Gifting inbox to ensure all orders are processed in a timely fashion
• Emailing clients to confirm their order details
• Taking payments for confirmed orders
• Invoicing customers and obtaining proof of deliveries.

 

The right candidate:

• Possess excellent attention to detail
• Be able to multi-task and work well under pressure in a busy environment
• Have an excellent telephone manner
• Be highly organised
• Have a positive attitude
• Be highly IT literate and have the ability to learn how to use new tools quickly.

These positions will be based in our Basingstoke office. Hours will be 35 per week, 9am and 5pm, Monday to Friday, though flexibility is essential during our busy Christmas period.

 

If you are interested in this role or know someone who may be suitable, please send a CV and covering letter to Kat White at careers@bbr.com by Friday 24th August 2018..

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Sales Assistant (63 Pall Mall)

Berry Bros. & Rudd is recruiting a Sales Assistant to join our energetic and dedicated team in our London Shop at 63 Pall Mall. We believe that our team in the shop should be just as memorable as the wines and spirits it sells. The successful candidate will be expected to provide warm, engaging and knowledgeable service, delighting our customers each time they visit 63 Pall Mall.

The role involves:

• Advising on and selling the full range of Berry Bros. & Rudd products and services to customers in the shop, over the phone and on email
• Merchandising and replenishing shop stock
• Maintaining and supervising the Enomatic machines
• Handling transactions and processing payment
• Liaising with the Cellars, Warehouse and Despatch teams regarding the distribution of deliveries
• General shop housekeeping, including display maintenance
• Organising tastings for customers where necessary

 

The right candidate should:

• Have previous experience of delivering and maintaining an outstanding level of customer service and offering customers an unforgettable retail experience
• Be able to foster and develop customer relationships
• Be experienced in effectively dealing with stock replenishment
• Have a can-do attitude and a proactive approach
• Enjoy working within and contributing to a high-performing team
• Hold an advanced level of wine and spirits knowledge, ideally to a minimum of WSET Level 3
• Have excellent communication skills, both written and verbal (the ability to speak other languages – ideally Mandarin, Portuguese or Russian – would be considered an advantage

 

For a full job description or to apply for this role, please email Kat White at careers@bbr.com by close of play on Friday 3rd August 2018..

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Despatch Assistants (fixed-term contract)

We are looking for two Despatch Assistants to join our team on one year fixed-term contracts starting from July.

In this role, you will be responsible for:

• Processing and completing warehouse orders using our order management systems
• Generating delivery notes
• Producing label documentation required by the Berry Bros. & Rudd delivery drivers and third-party carriers
• Liaising with both internal and external customers to provide an Estimated Time of Delivery and Proof of Delivery documentation
• Route planning and job allocation

 

The successful candidate must have:

• Data entry/order processing experience, with a proven record of meeting deadlines
• Excellent attention to detail with the ability to multi-task and work well under pressure within a busy and demanding environment
• Excellent communication skills
• Flexible approach to tasks and be adaptable to changing priorities
• A solid understanding of the Microsoft suite of tools is required and experience using SAP, PODFather or the booking platforms for APC and City Sprint would be a bonus

 

This role is based in Basingstoke, the hours are 35 hours per week and fall between 8am and 6pm Monday to Friday (these may vary according to business requirements).

If you wish to apply for this role, please send your CV and a covering letter to Michaela Cloke at careers@bbr.com by Monday 7th August

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MRP Coordinator (one-year fixed-term contract)

With two Royal Warrants, five Masters of Wine and 320 years of history, Berry Bros. & Rudd is Britain’s original wine and spirits merchant.

We are currently recruiting for an MRP Coordinator to maintain and forecast all Berry Bros. & Rudd stocks and act as a main point of contact regarding stock planning and forecasting issues. This is a full-time role based in Basingstoke, but will require occasional travel to our London offices.

The role involves:

• Systematically analysing all lines classified as “running lines” to ensure continuity of supply
• Liaising with key stakeholders regarding larger-scale listings and proposals
• Ensuring purchase acquisitions are prepared for customer-specific wines
• Liaising with all necessary logistics teams to guarantee supply deadlines are met and react accordingly if they can’t be met
• Communicating the arrival of new wines, vintages or any pertinent wines to sales, marketing and support teams
• Liaising with International Shipping department if planned POs do not arrive on schedule
• Communicating with sales and support teams in advance of vintage changes and upcoming out-of-stocks
• Providing information on current listings to allow sales teams to react in good time
• Monitoring stock holdings and identifying wines that are overstocked, slow-moving or no longer part of regular product ranging for both FMV/BBR Wholesale but also for BBR (Retail) on a case-by-case basis

 

The right candidate:

• Should have demonstrable experience of stock analysis and reconciliation
• Should have an understanding of the wine purchasing process, shipping planning and lead times from various wine regions
• Should be able to communicate at all levels
• Should be highly numerate with great attention to detail
• Should be flexible, decisive and quick-thinking
• Should be able to manage their workload, prioritise and meet deadlines unsupervised
• Must have an intermediate to advanced level of experience with Microsoft Excel
• Should have working experience of SAP MRP system

 

If you wish to apply for this role, please send your CV to Michaela Cloke, People Business Partner, at careers@bbr.com by Tuesday 7th August 2018.

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Customer Service Representatives (FMV) – Fixed Term Contract

Fields, Morris & Verdin is a Berry Bros. & Rudd Ltd company that sells wine and spirits representing over 300 wine producers from 14 countries, spirits brands include those in the Berry Bros. & Rudd Spirits portfolio, and other categories (e.g. Seedlip). It has a customer base that ranges from multiple grocers, mail order wine specialists, independent retailers and specialist wine merchants to bar, restaurant and hotel customers. Alongside the Berry Bros. & Rudd Wholesale Team, it forms the B2B division of Berry Bros. & Rudd Ltd that sells to the on and off trade in the UK.

We are currently recruiting for three fixed-term Customer Service Representatives (FMV) starting ASAP until Jan 2019, based in Basingstoke. The role of Customer Service Representative (FMV) is responsible for ensuring all sales orders for our B2B customers are processed accurately and in a timely manner. You will also be responsible for handling B2B customer service queries, providing our customers with the advice they are looking for or resolving their issue as quickly as possible.

The role involves:

• Order entry for all FMV sales orders, received over the phone or via email.
• Processing payments and raising credit for returned stock and out of condition stock.
• Handling customer service issues to satisfactory resolution including:
• ETA delivery enquiries
• Re-arranging deliveries – breakages and errors
• Communicating out of stock items
• Answering all incoming calls and emails in accordance with service level agreements.
• Dealing with customer’s price queries and raising credits for price adjustments.
• Updating customers account details.
• Any other administrative duties that may be required.

 

Skills, knowledge and personal attributes:

• Exceptional attention to detail even when dealing with a high volume of work and the ability to multi-task and work under pressure in a busy environment.
• Passionate about the wine and spirits industry with a good level of wine knowledge and a clear desire to continue learning.
• Experience working in the wine and spirits industry in a customer service or sales environment preferable.
• Excellent telephone manner and communications skills.
• Good listening skills and ability to empathise with customers.
• A problem-solving approach allied to a desire to achieve a satisfactory resolution to customers’ issues or problems

 

If you wish to apply for this role, please send your CV to Michaela Cloke, People Business Partner, at careers@bbr.com as soon as possible.