Context
At Flint, our team is at the heart of what we do, and how we interact with our customers is paramount to retaining both their business while also being a nice place to work. Our customer service team sets the tone for what customers think about Flint, and how they plan to work with us in the future. We think in decades, not days - very long term!
Description
This role is a great way to begin a career in the fine wine trade in the UK. It offers on the job training in fine wine, with access to all members of our team and all areas of the business, all while delivering a high level of service to all our customers. It involves handling a wide variety of inbound inquiries, from placing orders to moving wine to advising on substitute cuvees, working particularly closely with our sales, buying and logistics teams.
Responsibilities
Be part of a finely tuned, highly engaged customer service team who handle day to day enquiries via the following channels:
- Email
- Phone
- Slack (internal requests)
Work with the team to help ensure we manage queries to a high standard: efficiently, effectively and with a Flint twist. These include:
- Order processing and release: speaking day to day with countrywide sommeliers and private clients to deliver our wines within our promised timescales and delivery windows
- Help with manifests: the daily list of deliveries which our wonderful two Flint drivers will deliver the next day
- Processing credits which may be required for faulty bottles, if a client changes his or her mind, or human error!
- Paid reserves processing, and liasing with other bonded warehouses to move stock.
- Broking orders, whereby wines are sold on behalf of our clients, requiring an extra layer of processing
- Complex issue resolution, which is very varied and frequently requires some teamwork to sort
Skills/behaviour/experience required
- Highly organised, able to follow a process and takes pride in efficiency and conscientiousness
- Able to work well as part of a team and as an individual
- Abe to prioritise and to work under a bit of time pressure when the moment calls
- Detail oriented and precise, with great IT skills (Excel and MS Office365 skills essential)
- Patient and flexible to customer and team needs
- Excellent communication skills, including email and phone manner
Benefits
- Competitive salaries, commensurate with experience
- Company-wide bonus scheme (non-contractual and subject to performance within the year)
- Private healthcare
- Matching pension contributions up to 5%
- Wine stipend of £50 per month in your Flint account
- Free fine wine storage with our storage provider
- Employee referral bonus scheme