Customer Service Representative

Allied Beverage Group • Elizabeth, NJ

1d • Onsite

About The Position

This key role acts as a liaison, providing effective customer service for all internal and external departments by using excellent, in-depth knowledge of company products and programs. Gives prompt response to all email correspondence. Focuses on requests inbound via Service Cloud. Communicate effectively with team members within the department and other company personnel, as required to advance the service level. Provides immediate attention to resolving invoices discrepancy via EPOD workflow.

Requirements

• 3-5 years of customer service, supervisory or sales experience
• Proficient in Microsoft Office Suite, adaptable to main frame applications and pricing calculations.
• Excellent writing, listening, organizational, and people skills.
• Functional system understanding in WMS, Diver, EBiz, Microsoft Office, SharePoint & BI tools
• Able to work under pressure.
• Strong Communication skills – verbal, presentation, writing.

Nice To Haves

• A relevant High School Diploma or associate degree
• Experience in an automated service center with a fast paced, high volume and multi cross functionality department.
• Ability to work non-traditional business hours, including evenings, nights, and weekends when required.

Responsibilities

• Intake & respond to incoming sales requests and other sources of communication to ensure the complete satisfaction of demands.
• Inbound calls management and re-routes escalations to the creation of cases in CRM.
• Respond to incoming calls, emails, and Service cloud cases, including product inquiries, technical issues, and billing concerns, to ensure complete satisfaction. Support a 400+ salesforce and sales management team with a 7000+ customer base.
• Communicate requests for additional information and status to sales teams.
• The main objective is to fulfill needs quickly and efficiently, with the highest level of customer service to ensure the most adequate and accurate resolution and or information is provided.
• Utilize existing processes and systems to determine request resolution using critical thinking to ensure requests are managed and completed thoroughly and correctly.
• Develop escalation paths for aging sales requests as needed and articulate resolution requirements to cross-functional team members.
• Provides product/service information and resolves any concerns and problems our customers and Salesforce might face accurately and efficiently to optimize operations and sales effectiveness.
• Handle invoice discrepancies request issues credits or N/C’s to ensure invoice pricing and RIPs are complete. Ensure that RIP & QD are part of the analytical considerations when processing invoices.
• Collaborating with Experience Leads to the implementation of new ideas, projects, and technology to help innovate the Experience Team.

Benefits

• Medical
• Dental
• Vision
• 401K plan with company match
• Life Insurance
• Long Term Disability
• Flexible Spending Account
• Employee Assistance Program
• Pet Insurance Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees