Customer Advocate

Southern Glazer’s Wine and Spirits, LLC•Tampa, FL

1d•$18 - $22•Hybrid

About The Position

The Customer Advocate supports customers in resolving issues related to the self-service experience, with the goal of improving customer satisfaction through better visibility and faster resolution of customer-related issues. The role begins with 60 days of full-time, in-office training. After training, the position is hybrid: three days working remotely and two days in the office each week, subject to business needs. Compensation begins at $18 per hour. After six months, pay increases to $19 per hour, followed by performance-based increases of $0.50 every six months until reaching $22 per hour. Full-time employees may choose from benefits including medical and prescription drug coverage, dental and vision plans, Flexible Spending Accounts, disability coverage, life insurance, a 401(k) plan, tuition assistance, a wellness program, parental leave, vacation accrual, and paid sick leave.

Requirements

High school diploma or equivalency.
At least one year of experience.
Knowledge of Generally Accepted Accounting Principles (GAAP), federal regulatory guidelines, and organizational objectives.
Proficiency using Microsoft Excel spreadsheets, including creating pivot tables, developing charts, and using complex formulas.

Responsibilities

Guide customers through submitting orders through the self-service portal.
Answer inquiries regarding customer accounts.
Keypunch supplier and sample withdrawals.
Perform electronic imaging.
Research shortage and miss-shipped claims.
Process and enter orders and pick-ups.
Handle calls from the 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Identify outdated, obsolete, and duplicate documents in customer files.
Handle salesperson changes at the beginning of each month.
Research returned mail with incorrect addresses and make necessary corrections.
Handle delivery claims and logs, including shortage claims and miss-ships.
Pull faxes and invoices from the printer and distribute them to appropriate desks.
Communicate with the sales force, customers, and Accounts Receivable.
Perform the job in accordance with company and departmental policies and procedures.
Perform other related duties as assigned.