Current vacancies

Job title:           Customer Service Manager

Salary:               Competitive salary and benefits package

Location:          Park Royal, London NW10

Enotria is the UK’s leading specialist wine wholesaler and distributor.  With an annual turnover in excess of £90m, we sell to a diverse customer base in both the on and off trade sectors.  Our wine portfolio spans both old and new world and represents a number of the great wine estates.  Progressive and ambitious, we are firmly committed to ensuring that our customers come first in all we do.

We are currently seeking an exceptional customer service professional to join us in a newly created role as Customer Services Manager.  With responsibility for the overall management of our busy order office team, you will share and promote our value of ‘customer first’ and play an integral role in keeping service at the heartbeat of our business.  

In addition to the day to day management of the department and team you will play an instrumental role in the development of our service platform and design and implement an ongoing strategy to champion service levels across the business to deliver industry leading results. 

Forward thinking and passionate, with experience of implementing change, you will understand how to work in cross-functional teams to get the very best results.  This is an exciting opportunity to join us at a key stage in our growth and play an integral role in the shaping of our customer service proposition.

Responsibilities include:

  • Team management, including appraisals, objective setting and identification of any training and development needs
  • Ensuring that a ‘right first time’ culture is embodied by the team, maintaining accuracy levels  ahead of industry standards and minimising customer query rates
  • Ensuring all On-Trade customer orders are handled to published service standards
  • Management of team resource to ensure cover levels are maintained to required standards at all times
  •  To actively drive customer conversion to web and electronic ordering
  • Accurate recording and timely resolution of any customer queries, including customer credits and arranging return of stock
  • Management of the price change process, both annually and on an ad hoc basis
  • Development and implementation of a KPI framework and measurement system for all aspects of service performance
  • Conduct customer insight research and identify and action improvements as appropriate
  • Industry benchmarking
  • Customer service strategy planning

Candidates will be educated to degree level or above with a minimum of three years experience in a similar customer service management role, preferably within an FMCG/distribution environment.  With a hands-on, can-do approach candidates will ideally have some knowledge of wine and the wine industry and will be able to demonstrate:

  • Excellent people management and people skills
  • Ability to interact with stakeholders at all levels both within and outside the business
  • A passion for customer service
  • Knowledge of current operating practices and customer service models
  • Experience of contemporary telecoms and IT systems and new developments in web based technologies
  • Strong project management skills
  • Understanding of change management and organisation design
  • Excellent written and verbal communication and presentation skills
  • Advanced PC skills , competent in Word, Excel, Power Point and email and internet use
  • Excellent telephone manner
  • Attention to detail
  • French, Italian or Spanish language skills would be an advantage but are not a requirement 

Please send a CV and covering letter stating where you saw this advert, to recruitment@enotria.co.uk to be received by Tuesday 18th October 2011

___________________________________________________________________________________________

Job title:               On Trade Sales Support Manager

Salary:                   Competitive salary and benefits package

Location:              Park Royal, London NW10

Enotria is the UK’s leading specialist wine distributor.   With an annual turnover of £100m, we sell to a broad customer base in both the on and off trade sectors and pride ourselves on being both progressive and ambitious, whilst retaining a firm commitment to service excellence throughout our business.  Our extensive wine portfolio spans both the old and new world, representing a number of the world’s great wine estates.

We are currently seeking an ambitious and pro-active sales focused individual for the position of On Trade Sales Support Manager.  Based from our offices in Park Royal, West London you will be responsible for providing a diverse range of sales support services to one of our Regional Sales teams, including the Director of Sales for the region.  Acting as the key facilitator between departments you will be integral to ensuring the smooth running of the regional sales operation and will have daily interaction with the Sales team, customers and other department areas.  This is a hands-on position and the successful applicant will be comfortable across a range of settings, from office based sales support and administration through to presenting at company events.  The role offers significant scope for progression and would be ideal for a candidate looking to develop a long term career in wine sales and account management.

Responsibilities include:

  • Producing customer quotations and general correspondence
  • Producing advanced sales analysis
  • Preparation of documentation and information for customer meetings
  • Co-ordinating the production of customer wine lists with the in-house design team
  • Producing tender documents and where necessary working in collaboration with the Marketing team to produce tender proposals
  • Organising samples
  • Providing stock and product information for customer enquiries
  • Assisting in the running of events, tastings or PR activity at customer sites
  • Liaising with other departments on behalf of the sales team to resolve customer enquiries and issues
  • Supporting the Director of Sales in monitoring and recording prospection activity across the Sales team, including handling incoming enquiries for the team and passing on leads as appropriate
  • Attendance at regional sales meetings
  • To have regular contact with specific customers identified by Sales Managers.
  • To handle basic account management issues and identify incremental business opportunities.

Candidates will be of graduate level or above with at least two years’ experience, preferably in the wine trade, in a sales or sales support role.  A strong team player, with exceptional verbal and written communication skills, you will be able to demonstrate:

  • A passion for customer service
  • Proven sales ability
  • Excellent telephone manner
  • Ability to interact and communicate effectively across all business levels, both internally and externally
  • Confident and engaging presentation style
  • Advanced PC skills , competent in Word, Excel, Power Point and email and internet use
  • Strong wine knowledge, to WSET Advanced level or equivalent.  WSET Diploma level is desirable
  • Initiative
  • Sound administration and organisation skills
  • Attention to detail
  • French or Italian language skills would be an advantage but are not a requirement
  • Strong inter personal skills and ability to develop strong working relationships

Please send a CV and covering letter stating where you saw this advert, to recruitment@enotria.co.uk to be received by Tuesday 18th October 2011.