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Job Description Summary:

The Customer Service Clerk will work within a fast paced environment with diverse responsibility which will include but is not limited to providing world class customer service to both internal and external customers, taking inbound calls for product orders and new accounts, as well as providing clerical assistance for the department.

Job Description:

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Process incoming calls/orders on a daily basis.
• Process orders for wine and spirits in a high volume call center.
• Assist and document internal and external customers with inquiries related to the sale and delivery of product.
• Resolves internal and external customer service issues independently with general supervision.
• Active listener with inside sales or order desk experience who has a proven record of successfully upselling their customers.
• Manage all customer contacts to our policy of First Call resolution
• Have product knowledge and be able to quote discounts, new items, and various other products’ information to customers and salespeople.
• Adhere to common practices, concepts, and procedures within the customer service field.
• Use a combination of pre-established guidelines, creatively and independent judgment to make decisions and to accomplish goals and objectives.
• Keep team leads/management informed of any problems on any escalated issues.
• Provides information to and helps other departments, treating all of our customers professionally and respectfully.
• Advise team leads/management of any problems or mistakes so that appropriate resolution can be reached.
• Assist team with cash applications, collections, and customer research.
• Know and understand all company policies.
• Perform other duties as assigned.

Requirements:

High school diploma or general education degree (GED); AND 1 to 3 years related experience. Must have experience in a high volume inbound call center. This position requires the ability to read and interpret documents such as invoices, credit memos, statements, email communications, safety rules, operating and maintenance instructions, and procedure manuals. This position also requires the ability to write routine reports and correspondence. This position further requires the ability to speak effectively before managers, customers or employees of the organization. This position requires the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. This position also requires the ability to compute rate, ratio, and percent and to draw and interpret bar graphs. This position requires the ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. This position also requires the ability to deal with problems involving several concrete variables in standardized situations.

SKILLS/ABILITIES:

• Must have intermediate skills in Microsoft Office (Outlook, Excel, Word, etc.) environment.
• Working knowledge for computer systems, Oracle, CCAAS, and Salesforce is preferred.
• Must be proficient in navigating the Internet.
• Must be familiar with Image document loading and retrieval.
• Highly motivated and self-starter.
• Excellent interpersonal communication skills (oral and written) to be in compliance with our quality scorecards.
• Must have strong organizational skills, prioritize and be able to multi-task.
• Ability to meet deadlines and follow up on pending issues.
• Ability to work independently; as well as in a team environment.
• Able to adhere to your defined schedule and be ready to perform work tasks as given at the beginning of the assigned shift.
• Must have an excellent attendance record.

Target Range: $20.00 - $25.00

The estimate displayed represents the typical hourly range for this position based on experience and other factors.

We are an Equal Opportunity employer.

Enjoy a career with us!