Customer Service Executive

Glasgow, United Kingdom

Job Description

About us: Based in Glasgow, Matthew Algie works in Partnership with Tchibo Coffee International to deliver exceptional products and services as part of the Coffee Service Group across the UK. On site in Glasgow, we are proud to roast exceptional coffee for thousands of cafés and hospitality businesses across the UK & Ireland. Alongside Matthew Algie and Tchibo Coffee International, Espresso Warehouse is the go-to place for “everything but the coffee”!
We are always working to support our expanding customer base, product range and service offering. We count some of the industry’s leading talents among our staff, from green coffee buyers and roasting technicians, to barista trainers and field engineers.
Do you want to join our team of top talent in an exciting and industry-leading organisation? Read on!
Espresso Warehouse Customer Service Executive Location: Glasgow, Head Office Job Type: Full time, Permanent Salary: £21,300
Purpose of Role:
As the Customer Service Executive for Espresso Warehouse (EW), you will be the central point for all inbound orders from Tchibo Coffee Service group companies, export distributors and direct export customers. You will efficiently and confidently process orders with excellent standards of administration across all systems and by speaking with customers in the UK and internationally. You will make the most of all opportunities to increase sales with existing customers and help to pursue business leads through your excellent product knowledge across all of Espresso Warehouse.
Key Responsibilities:

  • Order capture and processing
  • Be the central contact point for all inbound orders from Tchibo Coffee Service (TCS) Group Companies, TCS Export Distributors and EW Direct Export customers
  • Review order quantities against available stock and liaise with Procurement regarding any additional stock requirements and lead times
  • Manage orders from processing to despatch ensuring correct procedures followed for different order types i.e. incoterms, delivery details, packing lists, batch number, BBDs, ETAs are all as customer has requested and sending all tracking information where this is available
  • Be the hub for efficient communication with all stakeholders involved in the order to delivery process
  • Prepare the weekly Logistics KPI Report for all orders processed within the reporting month, highlighting all issues / order variances / volume increase / order errors
  • Pricing - review prices on an ongoing basis while inputting orders into the system, prepare price lists
  • Communicate price increases internally to ensure individual customer pricing is kept up to date for invoice purposes
  • Sales – be point of contact for existing customers, follow-up on leads, either through suppliers or from Matthew Algie (MA) customer services. EW Leads database must be maintained and kept up-to-date at all times
  • When new product ranges are being launched, communicating all details to all customers and pushing for orders with follow-ups
  • Investigating and contacting potential new customers
  • Product Information – ensure all product descriptions are correct
  • Customer Service – be the inbound point of contact for customer enquiries and order discrepancy queries
  • Investigate any customer order discrepancies with the relevant departments and agree resolution action with EW Export & Business Development
  • Champion any customer enquiry with relevant EW team member of stakeholder department

  • Significant experience working within an administrative or customer services role.
  • Experience of working within FMCG industry
  • Experience of working with export customers/markets
  • Experience of food service / hospitality / coffee
  • Multilingual

Skills / Knowledge
  • Educated to Higher / A Level or equivalent
  • Believes in delivering great customer service
  • Knowledgeable about export
  • Requires good administrative skills
  • Competent with Word, Excel, Sage, PowerPoint, Outlook
  • Good interpersonal skills with the ability to communicate clearly
  • Able to use own initiative
  • Strong time management and organisational skills
  • Able to multitask and work to multiple deadlines

Personal Attributes
  • Good communicator
  • Confident and comfortable working individually or as part of a team
  • Provides feedback and insights into challenges and ideas for improving processes and systems
  • Enthusiastic and passionate
  • Able to work confidently with an international team
  • Willing to go over and above when required
  • Positive and proactive

If this sounds like you, then you could be the right fit for us! Please click APPLY, upload your CV and we’ll be in touch as soon as we can. Thanks, from the Team @ Matthew Algie Equal Opportunities: We are committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit. Our selection for recruitment does not discriminate on the basis of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnicity, ethnic or national origin, religion or belief, sex or sexual orientation or gender reassignment status (protected characteristics).
Experience may include: Customer Service Executive / client liaison officer / client support advisor / client support executive / customer account adviser / customer account advisor / customer account executive / customer adviser / customer advisor / customer advocate / customer care advisor / customer care executive / customer care officer / customer consultant / customer contact executive / customer engagement consultant / customer engagement officer / customer liaison executive / customer liaison officer / customer response officer / customer service adviser / customer service advisor / customer service consultant / customer service engineer / customer service exec / customer service officer / customer service professional / customer service specialist / customer service technician / customer services adviser / customer services advisor / customer services executive / customer services officer / customer solutions advisor / customer success executive / customer support advisor / customer support engineer / customer support executive / customer support officer / customer support specialist

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Job Detail

  • Job Id
  • Industry
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  • Total Positions
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
  • Job Location
    Glasgow, United Kingdom
  • Education
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