Customer Experience Executive

4 weeks ago

Broxburn, United Kingdom Ian Macleod Distillers Full time

**No Agency Contact**

Ian Macleod Distillers Ltd‘An international, entrepreneurial, brand-led, successful, sustainable, and respected, family business’

Thanks for your interest in this opportunity with Ian Macleod Distillers. We own some exquisite brands such as Glengoyne, Rosebank, Tamdhu and Edinburgh Gin. If you haven’t already, please browse around our company internet pages, immerse yourself in our colourful history and sample the details of our brands. As we start to tantalise your taste buds and whet your appetite for a career here with us at Ian Macleod Distillers, you will really get to understand just why our team members and customers are indeed so passionate about all things Ian Macleod**_Setting the scene _**

We are Ian Macleod Distillers (IMD), a fourth generation family owned and managed whisky and spirits business operating across the UK and internationally. We are producers of multi award winning premium whisky and gin with many other whiskies and spirits as part of our exquisite portfolio. Crafting Spirits with Passion is what we do bestnot only are we brand builders, but we are also producers, distributors and suppliers in B2B and B2C channels. We are a brand led, successful family business with our spirits (people and brands), at our very core. Driven by passion, enthusiasm, and solid business values, we are a business you will want to take a look at**_Our opportunity _**

Here at IMD, we strive to deliver a truly positive and engaging customer experience throughout all the key touch points in the customer journey with us. As we continue to grow and expand our business, we have been looking at opportunities to enable us to further enhance and refine the customer experience.

We are therefore currently looking for a passionate and engaging individual, who has customer experience at the heart and soul of what they do, to join our IMD family as part of our established Customer Experience team on a permanent and full-time basis.

A full copy of the job profile can be found below.**_Next steps _**

Proudly supporting the #OpenToWork movement.

Ian Macleod Distillers (IMD) are proud members of the Scotch Whisky Association, Drink Aware and the Portman Group. In our individual IMD way, we endeavour to follow best practice to help shape our commitment to wider social responsibility and industry standards. We are advocates of promoting responsible selling and consumption of alcohol.

**No Agency Contact**

JOB PROFILE

Job Title

Customer Experience Executive

Department

Customer Experience

Function

Sales & Brand

Reports To: (Job Title)

Customer Experience & Outsourcing Manager

Direct Reports / Reporting Lines

No

**ROLE SUMMARY**

To support IMD in providing best in class customer experience for our ecommerce fulfilment and Brand Homes departments. Other functions to be added in due course.

**ROLE DESCRIPTION
**Responsibilities**

**Key Day to Day Activities
Responsibilities e.g., Administration (25%)
- Key Day to Day Activities (Detail)

Trade Sales Customer Experience
- Be the primary customer contact for all queries pertaining to the various trade sales routes to market.
- Take ownership for all customer enquiries, with accountability for ensuring such queries are dealt with in a professional way and concluded in a timely and appropriate manner.
- Manage individual workload and contribute to overall management of department workload within agreed service level tolerances.
- Ensure all contacts are managed and responded to in a manner which is aligned with the relevant brand in question where relevant and with Ian Macleod Distillers ethos overall.
- Build and maintain constructive and effective relationships with the key departments and functions involved in delivering for our trade customers including but not limited to our joint venture Broxburn Bottlers, our shipping and sales teams (in the UK and globally) and our finance team.
- Log and track all customer queries for operational and analytical purposes using the agreed/supplied supporting processes and systems.
- Consider at all times the protection of the IMD and individual brand reputations in communications with trade customers and partners and in any issue resolution proposals.
- Work closely where required with the IMD quality team to support the resolution of queries relating to the quality of IMD products.
- Provide telephone sales and telephone account management support in relation to trade sales campaigns and specific trade sales account groups

Ecommerce Customer Experience
- Be the primary consumer contact for all queries pertaining to the various IMD ecommerce websites.
- Take ownership for all consumer enquiries, with accountability for ensuring such queries are dealt with in a professional way and concluded in a timely and appropriate manner.
- Manage individual workload and contribute to overall management of department workload within agreed service level tolerances.
- Ensure all contacts are managed an

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