Trade Customer Service Manager (Tunbridge Wells)

Trade Customer Service Manager (Tunbridge Wells)

About ATOM Supplies

Atom Supplies Limited is a rapidly growing, online, wholesale and distribution business including Maverick Drinks and the United Kingdom’s premier online spirits retailer Master of Malt. Our portfolio has a particular focus on spirits, including our award winning brand Ableforth’s whose products include Bathtub Gin and Rumbullion!

The culture here is one of hard work but also great fun. We like to think of our business as a creative, driven, fast-paced, informal place to work. You can turn up in fancy dress for all we care, as long as you deliver results, and with a relatively small workforce everyone is given big responsibility and trust and this means you can be a real driving force for us.

Too many companies think customer service is just about answering the phone and responding to an email within 5 days. At Atom Supplies, there is so much more. Our service team is responsible for a range of crucial functions that make our business tick and keep our customers happy. You'll be learning a whole lot about whisky, gin and other spirits, dispatch and logistics, international shipping compliance and handling fraudulent orders, marketing and event support in addition to much more.

If this has stoked your interest then read on a little more to find out just what you will be doing in this role.

Primary tasks and responsibilities:

• Management of staff within the Master of Malt Trade Service team. As a manager you will set the tone for the team, which needs to be one of positivity, communication, dedication, support and hard work.
• Motivate and support your team to consistently provide a superior customer experience.
• Delegate tasks to the team and ensure successful completion on a daily basis.
• Provide departmental framework to ensure a structured environment for your team and to allow for the delivery of clear expectations to junior staff.
• Spearhead the development of new procedures and policies that streamline the working day.
• Ensure that staff are adequately trained on the required tasks and procedures and maintain that training.
• Work with the Service Manager to provide regular reviews to team members.
• Work alongside the Retail Manager to ensure constant communication between teams and support the team with overflow day to day service tasks as necessary .
• Ensure that all communication with customers is of the expected excellent standard.
• Ensure the accurate dispatch of orders from multiple sites and the successful delivery of these orders.
• Communicate with other departments to ensure the successful processing of orders (e.g. Finance, Compliance, Production, Dispatch)
• Ensure the accuracy of stock levels and correct products for each dispatched order, including paperwork for export orders.
• Account management of current accounts and delivering high quality service to our customers.
• Further department support and set projects as requested.

The successful candidate will:

• Have significant experience managing a customer service team at a senior level.
• Be energetic, intelligent, dynamic and innovative.
• Put the team and the company first.
• Be a team player that can adapt to a fast-paced and changing environment.
• Possess excellent communication skills.
• Thrive in an environment with a high degree of autonomy.
• Have strong logical, analytical and lateral thinking skills.
• Be comfortable with IT, including spreadsheets and Google Apps.
• Highly disciplined, self-motivated, and service delivery focused. Always willing to go that extra mile.
• Have the confidence to present their point of view at a senior level and communicate effectively with colleagues and management to deliver on the required tasks.

It would be great if you:

• Drinks industry experience (either front or back end)
• eCommerce experience or experience working in a Retail or Trade fulfillment setting