Customer Service, Distribution and Compliance Manager

Job Title:         Customer Service, Distribution and Compliance Manager

Reporting to:    Head of Supply Chain

Location:        Masterton Bond, Uddingston 

Salary:           35 000 - 40 000 DOE

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 38,000 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 manage the process of customer orders and the delivery/collection of products to a wide range of international markets, including responsibility of administering and maintaining correct HMRC export and logistic documentation. 

Key Responsibilities 

• Responsible for Excise and Customs documentation and relationship management, including HMRC monthly Excise Warehouse (W1) Returns
• Ensure that all customers have access to up-to-date inventory data on finished goods and POSM and are aware of any significant changes 
• Ensure that all customer orders are correctly processed and ensure that all order related documentation, including commercial invoices are completed promptly and to a high standard to ensure no delays to shipments 
• Manage all customers’ orders (including Single Cask Nation and 3rd Party ) to ensure they are delivered on time and in full, with all invoicing carried out in a timely manner
• Work closely with Masterton Bond, Markets and Commercial to move finished goods, POSM and other products as quickly and efficiently as possible
• Ensure that there is positive and frequent communication directly with the Markets on forecasts and shipping to budgets 
• Work with the Customer Service team and Planning; to ensure that finished goods are produced to meet customer order deadlines and requirements 
• Manage 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 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 the Head of Supply Chain & Logistics with development of updated processes and procedures when required
• Identify improvements to systems and ways of working 
• Keep up to date with SWA (Scotch Whisky Association) Market Regulations 
• Provide holiday cover for other team members
• Assist the Material Coordinator with transport and when required import/clearance of dry goods 
• Any other activities deemed necessary to improve the performance of the department 

Experience

·     5+ years of experience in Customer Service, distribution and logistics, preferably within the Scotch whisky or spirits industry

·     Excellent knowledge of distribution and logistics processes and best practices, including inventory management, HMRC compliance, EMCS and shipping

·     Proven track record of successfully delivering customer service in a distribution/logistics role.

·     Experience with ERP and WMS systems

·     Excellent understanding of MS Office Suite 

Competencies

·     Customer service skills and leadership

·     Excellent analytical skills and ability to use data to make informed decisions and solve complex problems

·     Strong communication and interpersonal skills, with the ability to influence and collaborate with cross-functional teams

·     Strong understanding of regulatory and export requirements related to shipping goods globally. 

·     Coping with pressure, and ability to adapt to changing circumstances

·     Planning and organising 

Company benefits

1.      Staff bottle allocation

2.      SMWS Staff Membership

3.      Private Medical Care with Aviva

4.      Group Life Insurance (Death in service)

5.      Discretionary bonus scheme

6.      34 days holidays inclusive of statutory days

7.      30% off bottles and drinks at SMWS

8.      Income protection and critical illness cover

9.      Bike to work scheme

10.  Electric car scheme

11.  £100 annual allowance for glasses (screen users only)

12.  Workplace Nursery scheme

13.  Employee Assistance Programme with Health Assured

14.  Auto-enrolment pension scheme

15.  Salary exchange pension scheme

16.  Charitable Giving and Volunteering

17.  Birthday voucher

18.  Annual Staff Party

19.  Long service award gift and celebration

Details

1. Staff bottle allocation

At the start of each tax year (April) you will receive up to £500 retail value in vouchers to spend on bottles at our venues for you to explore and enjoy our marvellous liquid.

2. SMWS Staff Membership

All of our employees automatically become members of The Scotch Malt Whisky Society, the worldwide whisky club with over 40,000 members who treasure flavour and the joy of shared experiences with whisky in its purest form.

3. Private Medical Care with Aviva

All employees at ASC have the option to opt in to this benefit from day 1 of employment. We pay the premium, and you must pay the ‘benefit in kind’. Cover for family is not paid by ASC, however you can add them onto your policy at your own cost, paid through monthly salary payment.

4. Group Life Insurance (Death in service)

Upon completion of 12-month service with the company this benefit provides insurance to cover a lump sum benefit to the employee’s named recipient in the event of their death.

5. Discretionary bonus scheme

The ASC Bonus Scheme is an annual, non-contractual benefit that allows our people to take part in the success of our company.

6. 34 days holidays inclusive of statutory days

Unless your contract of employment states otherwise, full time staff are entitled to 34 days holidays per year at ASC. If you are part time, your annual holiday allowance will be pro-rated.

7. 30% off bottles and drinks at SMWS

Whether visiting venues for food and drinks or to purchase bottles, all employees at ASC will receive 30% off their bill.

8. Income protection and critical illness cover

After 12 months service, employees with eligible conditions who are off work for 6 months and longer receive 66.7% of their base salary until they are fit to come back to work or reach the retirement age.

9. Bike to work scheme

This benefit scheme offers our employees the opportunity to save up to 43.25% on the cost of bicycles and/or safety equipment.

10. Electric car scheme

Please speak to the ASC People Team to request further details

11. £100 annual allowance for glasses

Employees can claim back up to £100 on prescription glasses or contact lenses annually. This benefit is available for screen users who mostly work on a PC.

12. Workplace Nursery scheme

Our workplace nursery scheme is run by Enjoy Benefits and allows you to pay for your nursery fees before tax and NI deductions on your monthly salary (salary exchange), meaning you can save on the total cost of your monthly childcare.

13. Employee Assistance Programme with Health Assured

An EAP is a confidential employee benefit designed to help you deal with personal and professional problems that could be affecting your home life or work life, health, and general wellbeing.

Our EAP service provides a support network that offers expert advice and guidance 24/7, covering a wide range of issues.

14. Auto-enrolment pension scheme

The Company offers an auto-enrolment pension scheme with Peoples Pension and follows the Government Legislative requirements at all times.

15. Salary exchange pension scheme

Salary exchange pension schemes are a tax efficient way for employees to pay into their workplace pension. They can help you increase your take home pay by lowering your tax and National Insurance contributions. Our scheme is run through Husky, as with the Auto-enrolment scheme, our workplace pensions are with The People's Pension.

16. Charitable Giving and Volunteering

We know that many of you have a cause that you are very passionate about, as a result we will match any fund raising you carry out up to £200 per year per staff member. We give every employee an additional day volunteering leave each year, for you to be able to physically support a charity or volunteering activity of your choice.

17. Birthday voucher

As a small token from us, each employee receives a £25 Highstreet Voucher on their birthday each year.

18. Annual Staff Party

19. Long service award gift and celebration

In recognition of employee’s length of service ASC offer milestone rewards such as vouchers and extra annual leave, from 5 years, right up to 20 years’ service.