J&B Customer Services Executive - Cellarer - Open to flexibility

London (Greater), Golden Square
17 Oct 2016
17 Nov 2016
Contract Type

J&B Customer Services Executive - Cellarer - Open to flexibility


Justerini & Brooks is a London, Edinburgh and Hong Kong wine merchant, founded in 1749 and one of the world’s most recognised names in fine wine with a royal warrant and an excellent reputation for quality and service. 

Dimensions of the role

a) Market Complexity
The international fine wine market is a competitive and demanding business. The focus for Justerini & Brooks is to continually develop our sales service in line with changing markets and client needs. The aim is to beat the competition and to develop long-standing private client relationships by ensuring we offer market leading advice, stock and service to our customers.

b) Leadership Responsibilities

  • Shows energy, commitment and courage in approach and the confidence to challenge current ways of working.
  • Displays and encourages in others a real commitment to customers’ needs and a passion for J&B’s wine portfolio & values. 
  • An adaptable and positive approach to new challenges and changes.
  • Excellent interpersonal skills.
  • Strong analytical skills (able to analyse and simplify large volumes of data)
  • Demonstrates key leadership behaviours.
  • Creates possibilities
  • Consistently delivers great performance as an individual and through the team.
  • Creates great relationships that are honest, open and respect the individual capabilities of others.
  • Grow yourself through self-awareness.

Purpose of Role

To manage the Cellarers Wines Ltd (CWL) stock totalling c. 80k cases with a market value of c. £100m and to transform CWL from a storage service to a Cellarers experience offering a range of commercial services.

Top Accountabilities

  • To manage fine CWL inbound and outbound stock throughout the calendar year, despatching to customers
  • Act as the Web and Private Client Miscellaneous Account Manager
  • Year end rental invoicing to include: CWL statements, CWL storage reserves certificates, Cellarers booklet, compiling mailing address and correcting rental codes
  • Proactively work with internal and external stakeholders including Broking, Data, Customer Services, Account Mangers, warehouses and shippers.
  • CWL stock reconciliations (“snapshot”) and product creation forms where required.
  • Customer stock queries.
  • Check outstanding paid sales to ensure timely receipt into customer CWL account.
  • EDI download of CWL orders to warehouse for despatch.
  • Process purchase orders when clients have sold stock to other clients.
  • To work with the Customer Services team to ensure sales orders are entered onto system in a timely manner for both the trade and private client channels.
  • CE4 “Being Picked” report.
  • Breakage and loss claims.
  • Develop genuine and lasting customer relationships.
  • Commercialise CWL through proactively offering information to clients (via e-mail and telephone) on vintages, when to drink/sell along with information from the Buying team.
  • Additionally, actively target CWL clients based on learnings from Justerini and Brooks tastings and wine trade recommendations.
  • Sell CWL as a service to clients and brokers etc.
  • Liaise with the Broking and Buying teams on valuations.
  • Develop and maintain a robust record retention system.
  • Identify any legal requirements in terms of nominees and dual named accounts.
  • Measurable KPIs and monthly CWL reporting.
  • Maximise rental opportunity including identification of why credits are being raised after rental Invoices are being produced.

Qualifications and experience required

  • Proven communication skills.
  • Extensive use of PC applications: advanced Excel; intermediate Word; MS Outlook required.
  • Wine qualifications (WSET); diploma level an advantage.
  • Experience of a drinks related stock system preferred (system used – Maginus).
  • Experience of a fast moving Customer Services environment
  • Good numeracy skills


Flexible working

The role is office based: Golden Square, London.


Please click Apply to continue.