Quick responses
Availability/response SLA
Our dedicated Customer Service team is the primary point of contact for all inquiries. We always encourage our customers to reach out to us via email at customerservices@enotriacoe.com or by phone at 020 8961 5161 with any requests, questions, or concerns they might have. Our phone lines are open from 9:00 am to 5:00 pm on weekdays and from 10:00 am to 4:00 pm on bank holidays. Equipped to address questions promptly, our customer service team strives to respond or address queries within 48 hours.
In addition to our Customer Service team, our Sales team is also available to provide valuable support, assisting customers with placing orders and offering information on specific items. With our commitment to flawless customer service, our clients are assured that assisting them is the top priority for every member of the Enotria&Coe family.
Freshdesk
Our Freshdesk system serves as a significant support to our Customer Service operations, streamlining our processes through automation. For example, the system enables us to automatically send confirmation emails, providing customers with peace of mind that their order has been received. Confirmations include a unique ticket number, which customers can reference when contacting our customer service team, expediting the resolution of any relevant queries.
Freshdesk also allows us to effectively categorise orders, ensuring they are processed and delivered precisely when needed – neither earlier nor later than required. Additionally, the Freshdesk system supports the Customer Service team in proactively liaising with any internal department, from transport to marketing, for a quicker response to all customer queries. This efficient organisation contributes to seamless operations and enhances overall customer satisfaction.
Our team
Customer service
When it comes to managing orders and direct engagement, our clients can rely on our dedicated team of 15 customer service professionals. All are based at our headquarters in Park Royal, London, so there is no need to navigate through external contacts. Operating at our headquarters right next to our warehouse allows our Customer Service team to quickly and efficiently obtain answers and updates on any logistic issues.
Our Customer Service team offers both traditional support, assisting with problem-solving and queries, and comprehensive order management, providing a one-stop solution for our clients. Each member of our customer service team specialises in a specific trade channel, meaning they can address the unique needs and intricacies of each channel effectively. Their extensive experience in the industry, coupled with their deep understanding of our customers' needs, ensure that they can provide tailored and effective assistance to our clients. This team has witnessed the drinks industry's changes and developments over the years, making it an invaluable resource for both our company and our customers.
Account managers
Our dedicated team of 70 account managers serves as the primary point of contact for all aspects of trading with Enotria&Coe, from sales to support. In addition to specialists in national channels and growing businesses, we have regional account managers strategically positioned throughout the entire UK. Such an extensive network means that our customers, regardless of location, always have access to localised support – a familiar face who understands their needs.
You will have the same contact from before you become a customer throughout your time with us, with our account managers dedicated to building a trusted, long-lasting relationship and in making your business more profitable. With their unrivalled expertise across multiple On-Trade and Off-Trade channels, and with businesses of all sizes, they adopt a comprehensive and personalised approach to customer service.
Indeed, their primary responsibility is to assist customers in navigating our portfolio, offering advice to help select the right bottles. Yet, alongside facilitating portfolio exploration, they provide customised, comprehensive support, too. They proactively collaborate with clients to maximise profits, enhance staff education, and leverage our training and insights to generate new revenue streams.
Credit control
The Credit Control team plays a vital role in our service offerings, providing essential support to our clients. They take pride in fostering strong and trusted relationships with all our customers, irrespective of the size or nature of their business. In addition to offering comprehensive support, our team leverages these strong relationships to accommodate special requests whenever possible, from providing Excel statements to sending additional reminders before Direct Debits are due to be processed. The Credit Control team’s commitment to understanding and meeting the unique needs of each customer underscores our dedication to delivering exceptional service.