Customer Service and Distribution Coordinator

7 months ago

Glasgow, United Kingdom The Artisanal Sprits Company plc Full time

**Job description**

**Job title**: Customer Service & Distribution Coordinator

**Reporting to**: Distribution and Compliance Lead

**Location**: Masterton Bond, Uddingston G71 5PT

**Salary**: £27,000 p/a

**The Company The Artisanal Spirits Co (ASC)**

ASC is building a premium, direct to consumer, high growth, high margin, global spirits group. At its core, ASC is driven by the Scotch Malt Whisky Society (SMWS), supported by additional brands. Our company believes in doing things differently. We own SMWS, which was established in 1983 and has grown from serving a small group of whisky enthusiasts in Edinburgh to being the world’s leading whisky club, with a worldwide community of over 37,000 passionate members. In 2021 we launched JG Thomson & Co, a new brand focused on offering an adventurous and exceptional range of small batch blended spirits. We also have plans to take advantage of opportunities in the sizable and fast-growing American whiskey market. The ASC was admitted as a publicly listed company on the AIM market of the London Stock Exchange in June 2021, which raised £15 million to invest in various aspects of the business, a significant proportion of which came from SMWS members themselves. Our international development continues as a significant success story for ASC and remains a clear area for growth alongside the long-established UK market. We now operate in more than 20 countries, including Australia, China, Japan, Germany, Canada and the United States. We believe that our business model is unique because we focus on offering world-class single cask, single malt products that delight premium spirits drinkers globally, as well as exceptional small batch blended whiskies and spirits. Our soul has long been inspired by pioneering people with big dreams and bold plans. We seek out whisky and spirits in their purest form, and prize flavour above everything.

**Purpose of the role**

To facilitate the process of customer orders and the delivery of products to international markets, on time and in compliance with all relevant regulations.

**Key Responsibilities**
- Receive and process direct market orders and ensure that all order-related documentation, including commercial invoices, is completed promptly and to a high standard to ensure no delays to shipments.
- Manage internal customers’ orders to ensure they are delivered on time and in full.
- Work closely with the Masterton Bond team to move finished goods, POSM and other products as quickly and efficiently as possible.
- Assist in the order scheduling for pick and pack at Masterton Bond in line with internal procedures, resources, and service levels.
- Produce export documentation sets with particular attention to country specific market requirements to allow customers’ clearance of the goods.
- Manage ongoing relationships with key freight and warehouse partners to make shipments as cost effective as possible.
- Work with key stakeholders in Commercial and Marketing to ensure that products and POSM are available for tastings/events.
- Deal with any complaints in a prompt and efficient manner ensuring customer satisfaction.
- Ensure reporting requirements are completed within agreed timescales.
- Assist with the development of standard operating procedures and market specific guidance documents.
- Support and where appropriate lead continuous improvement projects within the business
- Keep up to date with SWA (Scotch Whisky Association) Market Regulations
- Responsible for management of UK membership fulfilment pack process including printing of orders and membership cards, briefing the Masterton Bond team, and reporting to the Member Services Team.
- Provide holiday cover for other team members.
- Any other activities deemed necessary to improve the performance of the department.

**Experience**
- 2+ years of experience in distribution and logistics management, in the Scotch whisky or spirits industry
- Knowledge of distribution and logistics processes and best practices, including inventory management, compliance, EMCS and shipping
- Proven track record of successfully delivering customer service in a distribution/logistics role.
- Experience with ERP and WMS systems and other supply chain and logistics software tools

**Competencies**
- Customer service skills and leadership
- Analytical skills and ability to use data to make informed decisions and solve complex problems.
- Communication and interpersonal skills, with the ability to influence and collaborate with cross-functional teams.
- Understanding of regulatory and export requirements related to shipping goods globally.

**Company benefits**:

- Company pension scheme
- Critical illness income protection
- Death in service insurance
- Bonus scheme
- £350 bottle allocation
- Cycle to work scheme
- 34 days holidays
- Company sick pay
- Staff SMWS membership
- Workplace Nursery benefit
- Birthday vouchers
- Long service award

**Job Types**: Full-time, Permanent

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