Customer Service Representative

C&C Group Plc; Glasgow; Hybrid; GBP 20,000 - 28,000; Full time

Job summary

The iconic Wellpark Brewery in Glasgow, part of C&C Group plc, is recruiting for a fast-paced customer service role. You will liaise with primary and wholesale customers, providing product and service information to resolve inquiries and issues promptly.

Key tasks include processing orders via EDI and email, handling service level reporting, and coordinating with teams to ensure timely fulfilment. Strong IT skills and customer orientation are essential.

Qualifications

• Experience in a fast paced customer services role.
• Administration experience.
• Proficient in IT systems, particularly Excel and Outlook.
• Excellent problem solving skills.
• Organisation and attention to detail.
• Effective time management.
• Professional and friendly telephone manner.
• Professional and accurate communicator via email.
• Ability to follow established processes and procedures.
• Customer orientation and ability to adapt to different personalities.

Responsibilities

• Processing new orders and order amendments received from EDI and email.
• Collecting service level information and reporting daily, communicating issues to customers.
• Prepare and process customer ullage and uplift requests, coordinating with relevant areas.
• Help customers reach resolution of issues and identify root causes of recurring issues.
• Provide daily service level reporting, identifying root causes with other teams.
• Tracking and monitoring EDI orders to ensure order fulfilment.
• Process and amend customer orders received via email with colleagues.
• Manage a busy inbound customer service mailbox promptly.

Skills

Fast-paced customer service

Administration

Excel

Outlook

Problem solving

Organisation

Time management

Telephone and email communication

Attention to detail

Tools

Excel

Outlook

Job description

The iconic Wellpark Brewery has stood in the heart of Glasgow for over 450 years and is the home of Tennent’s Direct. We are Scotland’s leading brewer-led distributor, supplying venues with all their drinks needs, from fine wine to draught beer and everything in between. Built on a culture of trust, we are committed to doing what’s best for our customers, our people and our world and we’re proud to say that our team know the Scottish hospitality industry better than anyone. With unique insights and experience, we help shape what the nation is drinking.

About the Role

Fast paced customer service role with responsibility for liaising with primary and wholesale customers, providing product and service information to ensure prompt resolution of any inquires or issues.

Key Accountabilities

• Processing new orders and order amendments received from EDI and email
• Collecting service level information and reporting same on a daily basis, ensuring communication of issues impacting customers in a timely matter
• Prepare and process customer ullage and uplift requests, co-ordinating with the relevant areas to ensure timely completion
• Help customers to reach resolution of issues and work with wider team to identify root cause of recurring issues
• provide daily service level reporting, working with relevant areas to identify root cause
• Tracking and monitoring EDI orders to ensure order fulfilment
• Process and amend customer orders received via email working closely with colleagues to ensure order fulfilment.
• Managing a busy inbound customer service mailbox in a timely manner

About you

• Experience in a fast paced customer services role
• Administration experience
• Proficient in use of IT systems, particularly Excel and Outlook
• Excellent problem solving skills
• Organisation and attention to detail
• Effective time management
• Professional and friendly telephone manner
• Professional and accurate communicator via email
• Ability to work to deadlines and manage own time effectively
• Ability to follow and adhere to established processes and procedures
• Customer orientation and able to adapt to different personalities

About Us

Operating through the Matthew Clark, Bibendum, Tennent’s and Bulmers Ireland brands, the Group has a market leading range, scale and reach including an intimate understanding of the markets it serves.

Together we grow, brew, manufacture, market, and deliver some of the world’s favourite drinks. From grass to glass, and everything in between. C&C Group plc is a premium drinks company which owns, manufactures, markets, and distributes a unique portfolio of beer and cider brands in its home markets and across the globe.

C&C Group’s portfolio of owned/exclusive brands include: Bulmers, the leading Irish cider brand; Tennent’s, the leading Scottish beer brand; Magners the premium international cider brand; as well as a range of fast-growing, premium and craft ciders and beers, such as Heverlee, Menabrea, Five Lamps and Orchard Pig.

We seek to champion and embed sustainability in everything that we do at C&C. While delivering joy to customers, we always shine a light on people and the planet. We have a clear ESG vision delivering to a better world. We respect, support, and develop all our people to be their best, with a focus on results by creating a culture of winning together.

We also recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to delivering on our mission. Therefore, we encourage people from all backgrounds to apply. Please let us know if you require accommodations during the interview process.

C&C Group (and inclusive companies) do not accept unsolicited CVs from recruiters or employment agencies in response to any of our roles. For help, please contact our Talent Acquisition Team at [e-mail]. All applications need to come through the candidate portal https://careers.candcgroupplc.com/vacancies/