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Customer Specialist

Date: 21-Apr-2021

Location: GB

Company: ThaiBev Group

JOB PROFILE           



Job Title:                            Customer Specialist  


Line Manager:                  Customer Services Manager


Purpose of Role


To manage customer orders, shipments, and associated commercial activities in line with business plans.


Main Responsibilities


  • Processing customer orders, including the management and co-ordination of

stock requirements to meet target despatch dates.

  • Liaising with hauliers, freight forwarders, and warehouses regarding the despatch of customer orders.
  • Effective stock management to ensure slow-moving stock is minimised and annual stockholding targets are met.
  • Data maintenance in relation to customer files, pricing, and promotional budgets.
  • Responsible for processing customer complaints from receipt to reimbursement, ensuring that full investigation is undertaken to the satisfaction of customers.
  • Ensuring a high level of communication with customers covering all aspects of the business beyond order requirements such as forecasts, stock depletion rates, marketing information, product information.
  •  Organising and ensuring stock availability for despatch of samples to customers.
  • Preparation of export documents in line with HMRC/Chamber of Commerce/Embassy guidelines required to assist the clearance of goods in market as well as associated documentation to register brands in the market.
  • Keep effective records in relation to import and export shipments and ensure the company complies with HMRC guidelines in relation to excise and customs issues.
  • Ability to prioritise workload and proactively deal with customer accounts.



Scope of Role


  • Individual discretion in decisions relating to despatch, logistics, and order management issues will generally be medium-high.
  • The job requires close liaison with other departments particularly Sales, Marketing, and Production to ensure smooth, quality, customer service.
  • The role encompasses dealing with internal and external customers and requires an adaptable, forward-thinking, positive attitude.
  • Problem-solving skills in relation to stock, order, and shipment issues are time-critical.
  • The role requires some business travel.

Working Conditions


  • The working hours will be 08:30-17:00 Monday-Thursday and 08:30-12:30 Friday.
  • Attendance at trade fairs, exhibitions and assisting with customer visits to distilleries as required.
  • Required to work additional hours as necessitated by the needs of the business.

Personal Profile

  • 2+ years’ experience within a Customer Service function within an export environment.
  • Language skills are preferred but not required
  • Previous experience in the Whisky/Drinks industry is essential.  
  • Proficient in SAP or other ERP database functions.
  • Excellent written and oral communication skills. 
  • Practical and innovative.
  • Strong interpersonal skills. 


Preferred Qualifications

HND or equivalent in Business Studies or Institute of Export Qualification.