Front Desk/Customer Service Representative

Southern Glazer's•Cleveland, OH

About The Position

The Customer Advocate supports customers in resolving issues related to their self-service experience, with the goal of improving customer satisfaction through better visibility and faster resolution of customer-related issues. The role helps customers use the self-service ordering portal, responds to account inquiries, processes orders and claims, manages customer records and documents, and coordinates with customers, sales personnel, and Accounts Receivable. Work is performed in accordance with company and departmental policies and procedures, along with other related duties as 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 using Microsoft Excel spreadsheets, including creating pivot tables, developing charts, and using complex formulas.

Responsibilities

Guide customers through submitting orders using 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Identify outdated, obsolete, and duplicate documents in customer files.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 and miss-ship claims.
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.