Southern Glazer’s Wine and Spirits Full Time

Overview

The Customer Advocate support customers in resolving issues related to self-service experience. Ultimately, the goal is to provide the highest customer satisfaction by providing better visibility and faster resolution of customer related issues.

Duties and Responsibilities
Walk customers through the process of submitting an order through the self-service portal
Answer inquiries regarding customers’ accounts
Key punch supplier and sample withdrawals
Electronic imaging
Research shortage and miss shipped claims
Process/enter orders and pick-ups
Handle calls from customer service queue
Process winery direct orders
Scan and index customer credit files into the imaging system
Add partners, drop partners, self-incorporated accounts and inactive systems.
Identify outdated, obsolete and duplicate documents from customer files
Handle all salespersons changes at the beginning of each month
Research returned mail with incorrect address and make the necessary corrections
Handle delivery claims and logs (shortage claims, miss ships, etc.)
Pull faxes and invoices off the printer and distribute to appropriate desks. Communicate with the sales force, customers and A/R
Perform job in accordance with company and departmental policies and procedures
Perform other related duties as assigned
Qualifications

Minimum Qualifications

High school diploma or equivalency plus 1 year of experience

Knowledge with Generally Accepted Accounting Principles (GAAP), federal regulatory guidelines, and organizational objectives
Proficiency using Microsoft Excel spreadsheets in creating pivot tables, develop charts, and complex formulas

Preferred Qualifications

Excellent interpersonal, customer service, analytical/problem solving, problem management, presentation development, presentation, and communications skills
Strong communication skills – written, verbal, persuasion, motivation, facilitation of strong working relationships
Well rounded/versed in all things SGWS (state-by-state) Customer Service.
Positive attitude and professional demeanor.
Salesforce Service Cloud for customer service issues/Case Management.
Proprietary Order To Cash Systems (e.g., Sapphire) for customer transactions processing.
Ability to professionally handle customer incoming calls.
Ability t o professionally handle customer issues (Cases) via eCommerce.
Ability to work under time pressure and maintain/produce accurate work.
Knowledge of other MS Office Suite and/or software applications related to job functions
Basic mathematical skills including calculating percentages and discounts for customers

Physical Demands
Physical demands with activity or condition for a considerable amount of time include sitting and typing/keyboarding using a computer (e.g., keyboard, mouse, and monitor) or adding machine
Physical demands with activity or condition may include occasional to rare amount of time include walking, bending, reaching, standing, and stooping
May require occasional lifting/lowering, pushing, carrying, or pulling up to 15lbs

Southern Glazer’s Wine and Spirits provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.