Customer Service Representative - Austell, GA

Empire Distributors, Inc.•Austell, GA

22h

About The Position

Empire Distributors Inc., a leading beverage distributor, is hiring a Customer Service Representative in Austell, Georgia. The role provides telephone-based customer service and assistance, communicates directly with customers to resolve problems, records information, and processes files to maintain appropriate documentation. The representative also routinely substitutes for the receptionist. The position supports sales representatives by researching product, customer history, pricing, and account information. It processes customer accounts and orders, responds to customer inquiries and complaints, maintains documentation, and assists with reports. The role uses company systems and software while maintaining the confidentiality of customer and company information. It has no supervisory responsibilities and may include other duties or special projects assigned by the Customer Service Manager or Company Leadership.

Requirements

High school diploma or GED, or one to three months of related experience and/or training, or an equivalent combination of education and experience.
Knowledge of spreadsheet and word processing software.
Ability to navigate SAP and ProDiver business intelligence software.
No certificates, licenses, or registrations are required.

Responsibilities

Research products, customer history, pricing, and account information for sales representatives and relay findings as needed.
Process paperwork and correspondence to establish and maintain customer accounts.
Enter and maintain customer account information in company systems.
Communicate with customers by phone, email, and in person to receive and process orders, answer inquiries about products, pricing, deliveries, and accounts, and resolve concerns professionally and promptly.
Maintain control of and process order voids, return orders, call backs, check remotes, and invoices not routed.
Maintain customer documentation, correspondence, and account activity files and records.
Complete paperwork for order pickups, no-charges, credits, routine product orders, and other customer service transactions.
Update customer files and information to ensure accuracy.
Address customer complaints about billing, product availability, deliveries, or services rendered.
Refer service failures and unresolved customer concerns to the appropriate sales representative or manager.
Assist with daily, weekly, and monthly reports and their distribution.
Use Microsoft Office applications, SAP, camera systems, and other company software to perform job duties.
Maintain the confidentiality of customer and company information.
Routinely substitute for the receptionist.
Perform other duties and special projects as assigned by the Customer Service Manager or Company Leadership.