Customer Experience Coordinator (Fixed-Term)

The Whisky Exchange; Acton; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Staff Discount

Tastings

Product Education

Access to Events

Cycle to Work Scheme

High Street Discounts

Employee Assistance Programme

Job summary

The Whisky Exchange is seeking a Customer Experience Administrator on a fixed-term contract to support On-Trade and online customers during peak trading periods. You will handle orders, provide product and delivery information, and resolve issues across multiple channels from order placement to delivery.

This role requires strong organisation, customer focus, and adaptability within a busy team. Responsibilities include processing orders via ERP and third-party systems, maintaining accurate

Qualifications

• Experience in busy customer service or customer support environment.
• Proven ability to manage multiple tasks and priorities.
• Strong written and verbal communication skills.
• Comfort with ERP and CRM systems is a plus.

Responsibilities

• Deliver exceptional customer service via telephone, email, and in-person interactions.
• Process customer orders accurately across multiple platforms, including ERP and third-party systems.
• Maintain accurate product, pricing and order information.
• Support customers throughout the order-to-delivery journey with tailored information.
• Own and resolve delivery issues, delays, damaged or incorrect products, and courier problems.
• Record customer inquiries and complaints and ensure timely communication across teams.
• Identify opportunities to enhance service delivery and cross-sell where appropriate.
• Adapt priorities across On-Trade and Online teams as demand changes.

Skills

Customer service

Order processing

Multi-channel support

Communication skills

Problem solving

Attention to detail

Team collaboration

Adaptability

Tools

ERP systems

CRM software

Microsoft Office

Data entry

Job description

The Whisky Exchange is seeking a Customer Experience Administrator on a fixed-term contract to support On-Trade and online customers during peak trading periods. You will handle orders, provide product and delivery information, and resolve issues across multiple channels from order placement to delivery.

This role requires strong organisation, customer focus, and adaptability within a busy team. Responsibilities include processing orders via ERP and third-party systems, maintaining accurate