Telesales & Customer Services

Telesales & Customer Service Reports to: Office Manager Depot: LWC South West

Overview

To complete a daily outbound diary, building relationships with customers, whilst working on retaining existing accounts, reporting technical faults on behalf of customers, upselling on certain products and introducing new lines. Taking a high volume of incoming calls, which include customer complaints, queries, orders, etc, contacting potential customers, order processing and arranging deliveries.

Main Duties

• To ensure high standards of customer service, taking and inputting orders efficiently and accurately.
• Have the ability to convert incoming calls to planned outbound calls.
• To have a clear and personable telephone manner.
• Take ownership of solving customer issues through proactive customer service.
• To promote the sale of LWC Drinks' own-brand products.
• To retain strong relationships with account managers, helping them in acquiring new business and assisting with their administration needs.
• Building relationships with weekly telesales customers, being a regular point of contact.
• To promote our promotional brochure and upsell specific drives.
• Understanding the need to target specific customers with products that are relevant to them.
• Be responsible for certain administrative duties within the office; confirming, sorting the post, filing, processing orders, etc.
• Plan calls and target GAPs in supply using relevant systems.

Knowledge and Experience:

• Excellent customer service skills.
• Use of Microsoft Excel for spreadsheets and records.
• Ability to use the Trinity system.
• Good teamwork skills.
• Good communication and relationship building skills.
• Good product knowledge.

LWC Drinks Ltd provides licensed establishments with all their bar and sundry supplies. However, we are more than just a distributor, becoming the fastest growing privately owned drinks company in Britain, placing 24th in the Sunday Times PWC Profit Track 100. Our aim is to provide the best customer service in the industry, employing over 1,300 people at 16 depots across the UK, with a Support Centre and Hub Distribution Centre based in Manchester