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Posted May 20th

Customer Care Rep

Baltimore, Maryland


Southern Glazer's Wine & Spirits logo

Employer

Southern Glazer's Wine & Spirits

Industry

Distributor

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Posted May 20th

Customer Care Rep

Baltimore, Maryland

What You Need To Know

Overview

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.

Primary Responsibilities

  • Navigate customers through the process of submitting an order through the self-service portal
  • Answer inquiries regarding customers' accounts
  • Keypunch supplier and sample withdrawals
  • Electronic imaging
  • 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  • Identify outdated, obsolete and duplicate documents from customer files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
  • Perform other related duties as assigned

Additional Primary Responsibilities

Minimum Qualifications

  • High school diploma or equivalency plus 1 year of experience
  • Knowledge with Generally Accepted Accounting Principles (GAAP), federal regulatory guidelines, and organizational objectives
  • Proficiency using Microsoft Excel spreadsheets in creating pivot tables, develop charts, and complex formulas

Physical Demands

  • Physical demands with activity or condition existing a considerable amount of time include sitting and typing/keyboarding using a computer (i.e., keyboard, mouse, and monitor) or calculator
  • Physical demands with activity or condition existing an occasional to the rare amount of time include walking, carrying, reaching, standing, and stooping
  • May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs
Location
Baltimore, Maryland