Our Experts: Charlotte Mason (Customer Services Manager)

Several years ago I began my journey in the drinks industry when I got offered a role in another wine company on the shop floor, it was during this time I discovered a love for wine. I did not know much about wine at this stage, but I quickly learnt a lot, participating in WSET Level 2. When I joined Enotria just over 2 years ago, I jumped at the opportunity to do my WSET Level 3 and achieved a merit. I would love to do a diploma in the future.

Tell us a bit about your journey in Enotria and how you got to where you are today

I started in Sales Operations and part of this role involved processing orders for wines I used to sell at my previous company. It was interesting to find myself on the other side of things and the challenges that came with that. I then progressed into the Customer Commercial team, working with our team of account managers on their pricing and catalogues for our many lovely customers – from here it seemed like natural progression into the Customer Services Manager role which is where I find myself now.

Tell us a bit about the Customer Service Team

We are a team of 15 people, some of whom have been working at Enotria longer than I have been alive! A sure sign of the dedication and commitment of the people who work here. Their experience of how we began has really shaped where we are today. Our processes are continuously improving and developing so that as a team we can be as efficient as possible. However, we always try our best to ensure that we do not lose sight of what makes us Enotrians which is our dedication to going above and beyond for our customers.

How are we trying to improve our customer service stats?

Priority failure process review end of last year – to improve resolution of issues at point of delivery and live invoice amendment. We are ensuring to continue with team training and development including putting a number of the team members through WSET L1 and 2. Beyond this, we continue working on our communication as a team and communicating across different areas of the business on a daily basis.

What does the year ahead look like?

New website coming! Lots of work has been done on this to include features our customers currently don’t experience with the current website and improving search functions and wine list / favourites list options to make ordering online easier and more enjoyable.

What is your favourite thing about working with our customers?

We have customers all over the UK in all different areas of hospitality, catering to their different needs whilst providing the same exemplary customer service can be challenging at times but getting it right for our customers is the ultimate reward.