Customer Experience & Resolution Specialist

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. Benefits As a full‑time employee, you can choose from a wide-ranging menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax‑saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and more. 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 Identify outdated, obsolete and duplicate documents from customer files Handle all salespersons changes at the beginning of each month Research returned mail with an incorrect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 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 EEO Statement Southern Glazer's Wine and Spirits, an Affidavitive Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SGWS complies with all federal, state and local laws concerning consideration of a qualified applicant's arrest and/or criminal conviction records. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges. #J-18808-Ljbffr