Customer Experience & Order Specialist (Fixed-Term)

The Whisky Exchange; Acton; On-site; GBP 22,000 - 34,000; Full time

Benefits offered by this job

Staff Discount

Tastings

Product Education

Access to Events

Cycle to Work Scheme

High Street Discounts

Life Cover

Private Medical Insurance

Enhanced Employer Pension Contribution

Career Development

Flexi Work

25 Days Holiday

Job summary

The Whisky Exchange is seeking a Customer Experience Administrator on a fixed-term contract to support our On-Trade and online customers during peak trading. The role involves handling orders, providing product and delivery information, and resolving issues to ensure a seamless customer journey.

You will work across channels, process orders in our ERP and other systems, and maintain accurate records while upholding high service standards. A strong team orientation and adaptability are essential.

Qualifications

• Previous experience in a fast-paced customer service environment.
• Proven ability to deliver exceptional service as part of a team.
• Excellent written and verbal communication, including a professional telephone manner.

Responsibilities

• Deliver exceptional customer service via telephone, email, and face-to-face interactions when required.
• Process customer orders accurately across multiple platforms, including ERP and third-party systems.
• Maintain accurate product, pricing and order information to support efficient processing.
• Support customers throughout the order-to-delivery journey with tailored product and delivery information.
• Confirm order and delivery details and advise on product availability and alternatives.
• Take ownership of customer issues and work with partners to resolve delays, damages or mis-sent items.
• Manage complaints professionally and ensure timely escalation where needed.
• Maintain records of enquiries, complaints and actions with cross-team communication.
• Identify opportunities to upsell and improve the customer experience.
• Support both On-Trade and Online teams and adapt priorities to demand.
• Build knowledge of products, customers, systems and processes through ongoing learning.
• Contribute to continuous improvement of service delivery and processes.

Skills

Customer service excellence

Communication skills

Organisational ability

Multitasking

ERP system experience

CRM system experience

Problem solving

Team collaboration

Adaptability

Wine and spirits interest

Tools

ERP system

CRM systems

Job description

The Whisky Exchange is seeking a Customer Experience Administrator on a fixed-term contract to support our On-Trade and online customers during peak trading. The role involves handling orders, providing product and delivery information, and resolving issues to ensure a seamless customer journey.

You will work across channels, process orders in our ERP and other systems, and maintain accurate records while upholding high service standards. A strong team orientation and adaptability are essential.