Front Desk/Customer Service Representative

Southern Glazer’s Wine and Spirits, LLC•Garfield Heights, OH

About The Position

The Customer Advocate supports customers in resolving issues related to their self-service experience. The goal is to provide high customer satisfaction through improved visibility and faster resolution of customer-related issues. The role handles customer inquiries and transactions, researches and processes claims, and supports account and document management in accordance with company and departmental policies and procedures. Other related duties may be assigned.

Requirements

High school diploma or equivalent.
At least 1 year of experience.
Knowledge of Generally Accepted Accounting Principles (GAAP), federal regulatory guidelines, and organizational objectives.
Proficiency with Microsoft Excel, including creating pivot tables, developing charts, and using complex formulas.

Responsibilities

Guide customers through submitting orders via 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Identify outdated, obsolete, and duplicate documents in customer files.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.
Retrieve faxes and invoices from the printer and distribute them to the appropriate desks.
Communicate with the sales force, customers, and Accounts Receivable.
Perform work in accordance with company and departmental policies and procedures.
Perform other related duties as assigned.