Private Client Assistant, Hong Kong

Job Title: Private Client Assistant

Reporting To: Head of Private Sales Hong Kong

Location: Hong Kong

The job in a nutshell

In this role, you will provide general administrative support for our Private Client Account Managers to ensure we deliver the best possible level of service to our customers, including active management of Tier 4 and 5 customers.

Manage the Hong Kong office: Oversee daily office operations, including reception, correspondence, and administrative support.

Who you will work with

Internal: Sales & Service team – including Head of Sales, Account Manager team, Finance & Credit Control, Buying, Marketing, Customer Services, Dispatch, Export, Events & Experiences

External: Private Clients, Suppliers

What you will do

Offer support

• Provide additional support:
• Sending offers when Accounts Managers need support.
• Keying orders when Account Managers need support.
• Managing the team inbox during busier times.

Tier 4 & 5 Management

• Weekly email
• Create weekly offer for Tier 4 & 5 customers and those who want weekly offers
• Hold weekly meeting to decide wines/spirits for offer.
• Write offer, add images, add tracking links
• Answer customer queries arising from weekly email
• Wine Advice/Recommendations

Administration of managed accounts

• Liaise with Account Managers to:
• Add/remove/change AM initials on SAP
• Update shared spreadsheet to ensure accurate tracing of AM sales
• Liaise with customers to:
• Gain Continuous Payment Authority approval.
• Renew expired credit card details.
• Fulfil invoice/credit, storage invoice and statement requests.
• Support general account data administration and amendments.
• Encourage and promote self-service using directional links via online accounts.
• Preferences
• Maintain and amend customer preference.
• Support AMs in collecting preferences for existing and new customers.
• Provide Cellar Overview reports.
• Service issues:
• Provide customers with PODs & ETAs as required.
• Raise and resolve delivery issues with the help of the Account Manager and Customer Service Team.
• General service issues.

Debt

• Work with the Credit Control Team and collecting customers to:
• Arrange payment of overdue debt.
• Inform customers of debt due to be paid in the coming 7 days.
• Resolve failed Continuous Payment Authority and other payments.
• Resolve account payment issues.

Order Processing Support

• Export orders
• Work with the Exports Team and collecting customers, to fulfil end-to end export orders.
• Ex-CPR delivery orders
• Liaise with collecting customers to arrange more complex ex-CPR delivery for those requests for 5 or more products.
• FWT Unconfirmed Orders
• cancel each week, update spreadsheet & circulate to PCMs.

Office operation:

• Manage office supplies and inventory, ensuring necessary stock levels and timely procurement.
• Coordinate meetings, events, and travel arrangements for staff and management.
• Maintain and update office policies, procedures, and documentation.
• Serve as the point of contact for vendors, clients, and visitors.
• Foster a positive, professional, and collaborative work environment.

We support our colleagues with a wide range of benefits: 1 Personal Day, 2 volunteer days, Medical Insurance, Mandatory Provident Fund, generous Employee discount (up to 40% off products), and many more.

We reserve the right to close applications earlier should we need to.