The Customer Advocate support customers in resolving issues related to self-service experience. Ultimately, the goal is to provide the highest customer satisfaction by providing better visibility and faster resolution of customer-related issues.
Navigate customers through the process of submitting an order through the self-service portal
Answer inquiries regarding customers' accounts
Keypunch supplier and sample withdrawals
Research shortage and miss-shipped claims
Process/enter orders and pick-ups
Handle calls from 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Identify outdated, obsolete and duplicate documents from customer files
Handle all salespersons changes at the beginning of each month
Research returned mail with an incorrect address and make the necessary corrections
Handle delivery claims and logs (shortage claims, miss ships, etc.)
Pull faxes and invoices off the printer and distribute them to appropriate desks. Communicate with the sales force, customers and A/R
Perform the job in accordance with company and departmental policies and procedures