Customer Service Executive

Alliance Wine is one of the UK's leading wine distributors, supplying an award-winning portfolio of wines to hospitality, retail and trade customers across the UK. Our reputation is built on exceptional wines, strong producer partnerships and outstanding customer service.

We're looking for a proactive, organised and customer-focused Customer Service Executive to join our team and play a key role in delivering a first-class customer experience.

As a Customer Service Executive, you will be responsible for managing customer orders and enquiries from order placement through to delivery, ensuring accuracy, efficiency and exceptional service at every stage. You will work closely with customers, suppliers, logistics partners and internal teams to resolve issues quickly, maintain strong relationships and ensure our customers receive the support they need in a fast-moving and complex supply chain environment.

Key Responsibilities

Customer Service & Relationship Management

• Deliver exceptional customer service across telephone, email and digital channels.
• Build trusted relationships with customers, suppliers and internal teams.
• Handle enquiries, complaints and service issues professionally and efficiently.
• Take ownership of customer issues and proactively drive resolutions.
• Communicate clearly, accurately and confidently at all times.

Order Processing & Account Management

• Process customer orders accurately across multiple systems, including EXCELLAR, ESP2, ESIB and ESDD.
• Set up and maintain customer accounts, pricing structures and product information.
• Process credits, collection notes, stock reservations and delivery requests.
• Coordinate sample orders and special delivery requirements.
• Ensure customer records, wine lists and pricing remain accurate and up to date.

Operational & Systems Management

• Manage open orders, returns, invoice checks and operational reports.
• Maintain order logs and monitor stock availability.
• Manage vintage changes and product updates.
• Use customer portals and EDI systems confidently and accurately.
• Identify and resolve data quality and process issues.

Stock & Logistics Support

• Monitor stock levels and reservations to minimise out-of-stock situations.
• Manage inbound and outbound sample stock.
• Liaise with warehouses, carriers and logistics providers to support successful deliveries.
• Support import and export order requirements where applicable.

You will be highly organised, customer-focused and motivated by delivering outstanding service.Essential Skills & Experience

• Previous experience in a customer service, order processing or account management role.
• Excellent attention to detail and administrative accuracy.
• Strong communication and relationship-building skills.
• Ability to prioritise workload and manage multiple tasks effectively.
• A proactive approach to problem-solving and issue resolution.
• Good systems knowledge and confidence working across multiple platforms.
• Strong Microsoft Office skills.

Desirable Skills & Experience

• Experience within the wine, drinks, FMCG, hospitality or distribution sectors.
• Experience using ERP systems, customer portals and EDI platforms.
• Knowledge of stock management, logistics or supply chain operations.
• Experience in import and export processes, customs documentation, bonded goods, freight coordination or international logistics would be highly advantageous.
• Interest in wine and a desire to develop product knowledge.

What You'll Bring

• A customer-first mindset.
• Ownership and accountability.
• Calm and professional communication under pressure.
• Strong organisational skills and attention to detail.
• A collaborative approach and willingness to support colleagues.
• The ability to anticipate issues and resolve them before they impact customers.

Why Join Alliance Wine?

• Be part of one of the UK's most respected wine businesses.
• Work with an award-winning portfolio of wines from around the world.
• Join a supportive, collaborative and passionate team.
• Opportunity to develop your knowledge of wine, logistics and customer service excellence.
• Play a key role in protecting and enhancing customer relationships.

If you thrive in a fast-paced environment, enjoy solving problems, and are passionate about delivering exceptional customer service, we'd love to hear from you. Apply today and become part of the team behind the service that makes Alliance Wine a trusted partner to customers across the UK.

Pay: Up to £26,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Referral programme

Work Location: In person