Customer Service and Distribution Coordinator

Purpose of the role

To facilitate the process of customer orders and the delivery of products to international markets, on time and in compliance with all relevant regulations

Key Responsibilities

• Receive and process customer orders and ensure that all order related documentation, including commercial invoices is completed promptly and to a high standard to ensure no delays to shipments
• Manage customers’ orders to ensure they are delivered on time and in full
• Work closely with the Masterton Bond team to move finished goods, POSM and other products as quickly and efficiently as possible
• Ensure that planned finished goods are produced to meet customer order deadlines and requirements
• Complete reworks to customer requirements so that these adhere to market legislation
• Manage order scheduling for pick and pack at Masterton Bond in line with internal procedures, resources and service levels
• Produce export documentation sets with particular attention to country specific market requirements to allow customers’ clearance of the goods
• Manage relationships with key freight and warehouse partners to make shipments as cost effective as possible
• Work with key stakeholders in Commercial and Marketing to ensure that products and POSM are available for tastings/events
• Deal with any complaints in a prompt and efficient manner ensuring customer satisfaction
• Ensure reporting requirements are completed within agreed timescales
• Assist with the development of standard operating procedures and market specific guidance documents
• Identify improvements to systems and ways of working
• Keep up to date with SWA (Scotch Whisky Association) Market Regulations
• Responsible for management of UK membership fulfilment pack process including printing of orders and membership cards, briefing the Masterton Bond team and reporting to the Member Services Team.
• Provide holiday cover for other team members
• Any other activities deemed necessary to improve the performance of the department

Experience

·      2+ years of experience in distribution and logistics management, preferably in the Scotch whisky or spirits industry

·      Knowledge of distribution and logistics processes and best practices, including inventory management, compliance and shipping

·      Proven track record of successfully delivering customer service in a distribution/logistics role

·      Experience with ERP and WMS systems and other supply chain and logistics software tools

Competencies

·      Customer service skills and leadership

·      Analytical skills and ability to use data to make informed decisions and solve complex problems

·      Communication and interpersonal skills, with the ability to influence and collaborate with cross-functional teams

·      Understanding of regulatory and export requirements related to shipping goods globally.

Staff Benefits

– Annual bonus scheme

– Staff SMWS membership

– Up to £350 bottle allocation

– Cycle to work scheme

– Electric car scheme

– 34 days holidays

– Birthday vouchers

– Long service award

– Workplace Nursery benefit

– Company pension scheme

– Company sick pay

– Critical illness income protection

– Death in service insurance