J&B Customer Services Executive-Cellarer

Job description

External Job Description

Context/Scope

Justerini & Brooks is a London, Edinburgh and Hong Kong wine merchant, founded in 1749 and one of the world's most recognised names in fine wine with a royal warrant and an excellent reputation for quality and service.

Dimensions of the role

a) Market Complexity
The international fine wine market is a competitive and demanding business. The focus for Justerini & Brooks is to continually develop our sales service in line with changing markets and client needs. The aim is to beat the competition and to develop long-standing private client relationships by ensuring we offer market leading advice, stock and service to our customers.

b) Leadership Responsibilities
-Shows energy, commitment and courage in approach and the confidence to challenge current ways of working.
-Displays and encourages in others a real commitment to customers' needs and a passion for J&B's wine portfolio & values.
-An adaptable and positive approach to new challenges and changes.
-Excellent interpersonal skills.
-Strong analytical skills (able to analyse and simplify large volumes of data)
-Demonstrates key leadership behaviours:
-Creates possibilities
-Consistently delivers great performance as an individual and through the team.
-Creates great relationships that are honest, open and respect the individual capabilities of others.
-Grow yourself through self-awareness.

Purpose of Role

To manage the Cellarers Wines Ltd (CWL) stock totalling c. 80k cases with a market value of c. £100m and to transform CWL from a storage service to a Cellarers experience offering a range of commercial services.

Top Accountabilities

-To manage fine CWL inbound and outbound stock throughout the calendar year, despatching to customers
-Act as the Web and Private Client Miscellaneous Account Manager
-Year end rental invoicing to include: CWL statements, CWL storage reserves certificates, Cellarers booklet, compiling mailing address and correcting rental codes
-Proactively work with internal and external stakeholders including Broking, Data, Customer Services, Account Mangers, warehouses and shippers.
-CWL stock reconciliations (“snapshot”) and product creation forms where required.
-Customer stock queries.
-Check outstanding paid sales to ensure timely receipt into customer CWL account.
-EDI download of CWL orders to warehouse for despatch.
-Process purchase orders when clients have sold stock to other clients.
-To work with the Customer Services team to ensure sales orders are entered onto system in a timely manner for both the trade and private client channels.
-CE4 “Being Picked” report.
-Breakage and loss claims.
-Develop genuine and lasting customer relationships.
-Commercialise CWL through proactively offering information to clients (via e-mail and telephone) on vintages, when to drink/sell along with information from the Buying team.
-Additionally, actively target CWL clients based on learnings from Justerini and Brooks tastings and wine trade recommendations.
-Sell CWL as a service to clients and brokers etc.
-Liaise with the Broking and Buying teams on valuations.
-Develop and maintain a robust record retention system.
-Identify any legal requirements in terms of nominees and dual named accounts.
-Measurable KPIs and monthly CWL reporting.
-Maximise rental opportunity including identification of why credits are being raised after rental Invoices are being produced.

Qualifications and experience required

-Proven communication skills.
-Extensive use of PC applications: advanced Excel; intermediate Word; MS Outlook required.
-Wine qualifications (WSET); diploma level an advantage.
-Experience of a drinks related stock system preferred (system used – Maginus).
-Experience of a fast moving Customer Services environment
-Good numeracy skills

Flexible working

The role is office based: Golden Square, London.