Berry Bros. & Rudd, the iconic 325-year-old London-based wine and spirits company, is preparing to launch in America with its first retail, experiences and membership offering in Washington, D.C. As the world’s most-trusted fine wine and spirits merchant, we are committed to helping our customers drink better, now and in the future.

A career at Berry Bros. & Rudd is a unique and rewarding experience, combining the rich background of centuries of history with a modern family-owned culture, built on ambitious plans and with people at its heart.

Job Description

As a Customer Service Advisor, you will play a pivotal role in delivering an exceptional customer experience across all touchpoints. Acting as the first point of contact for customer enquiries, you will take full ownership of resolving queries with professionalism, care, and efficiency. Your focus will be on delivering a seamless and personal service, aligned with the high standards expected of a premium brand.

Who You Will Work With

Internal:

US and international sales teams
Finance
Logistics teams
Warehouse team
US Shop [MD1] [MD2]
Events

External:

Customers
Third-Party Logistics Providers

Your Key Responsibilities

Respond to incoming calls, emails and social media posts from customers and meet and exceed their expectations every time
Take ownership, escalate and fully resolve customer complaints to a consistently high standard ensuring the necessary follow-up is in place.
Collaborate closely with internal teams—including Sales, Finance, Logistics and the Warehouse to resolve customer enquiries within a timely manner.
Capture and log all relevant information including written communications with customers accurately within the Company’s systems and in line with the Berry Bros. & Rudd high standards.
Handle general customer queries and provide accurate advice in line with Berry Bros. & Rudd service offerings
Liaise with 3rd party carriers professionally and efficiently to resolve customer delivery queries to meet the customer needs such as ETA & Proof of Delivery requests
Provide administrative, service and sales support for other internal teams

What You'll Bring to the Role

Your Skills, Knowledge, and Experience:

Experience of working within a fast-paced B2C Customer Service environment, ideally within a luxury goods industry
Excellent communication skills and professional telephone manner
A proven track record of exceeding customers’ expectations
Strong listening and interpersonal skills with an empathetic and solution-oriented approach
Ability to multi-task and work under pressure in a busy environment
A problem-solving approach allied to a desire to achieve the expected resolution to customers’ issues or problems
Knowledge of fine wine and spirits
Strong administrative skills
Computer literate with experience of all main Microsoft office packages
A flexible approach to working hours and performing other tasks as required.

Qualifications

WSET Level II and above preferred

Compensation and Benefits: Competitive salary, generous holiday allowance, health care, sales bonus opportunity

This is more than a job – it’s a unique opportunity to be at the forefront of a fast-growing, innovative industry. If you’re ready to take your career to the next level and play a pivotal role in shaping the future of private client sales, we want to hear from you.

Closing Date: September 22, 2025

N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.

Job Type: Full-time

Work Location: In person at the Washington, DC location