Customer Service Associate

Customer Service

Empire Merchants North is the premier wine and spirits distributor in Upstate New York with roots going back to the end of Prohibition. With more than 600 dedicated employees and state-of-the-art facilities, Empire Merchants North has become synonymous with both service and quality and has earned the loyalty of more than 9,000 area restaurants, bars, hotels, nightclubs, and retail outlets. Empire Merchants North acts as a marketing agent for the brands that we represent and is proud to employ the most knowledgeable and well-equipped sales force in Upstate New York.

We are seeking a motivated candidate to fill a Customer Service position to provide prompt, professional support to our customers. This position holds excellent learning opportunities for a motivated individual looking to enter our company with the opportunity for growth within Empire Merchants North. If you feel you are a good fit, we invite you to apply!

This is a hybrid position, with the flexibility to work remotely four days per week and one day per week on-site, based on a rotating schedule. Candidates must have availability Monday through Friday between 8 AM and 6 PM. Daily schedules may vary based on business needs and will generally be:

• 8 AM - 5 PM on the scheduled on-site day
• 8:30 AM - 5:30 PM or 9 AM - 6 PM on remote workdays

The scheduled on-site day will rotate based on department coverage and business needs.

This position is the primary contact for Empire Merchants North customers and sales employees regarding customer inquiries and customer orders. Maintain and build customer satisfaction.

Essential Position Results:

• Receive customer, driver, and sale rep calls by answering phone, email or other communications for, but not limited to, credits, returns and exchanges, researching particulars for pricing and quantity discount disputes, invoice or credit copies, placing new phone or online orders and questions.
• Cross train to support accounts receivable; receive calls from customers and drivers for but not limited to balances owed EMN, credit terms etc.
• Document customer requests regarding delivery on Shared Excel Logistics Tracker
• Research customer inquiries; short shipments, mis picks, delivery time, etc. by communicating with logistics, operations, or inventory departments.
• Support sales associates' inquiries by answering questions and helping to direct the appropriate dept if needed.
• Report all customer correspondence and/or issues to Team Lead
• Provide Reception duties on a shared rotational schedule but not limited to schedule.
• Duties performed at reception include, but are not limited to scanning of credit, will call and/or delivery invoices. Process/and or assist in credits. Will Call procedure.
• Ensure that all NY State Liquor Authority credit regulations are adhered to.
• Communicate and understand the customer's calls by listening with a focus on the customer's needs while maintaining company policies and procedures.
• Maintaining a positive and friendly attitude by listening and responding to all customer and EMN employees.
• Maintains a safe and clean working environment by complying with procedures, rules, and, regulations.

Supervisory Responsibilities: None

Compensation & Benefits: Empire Merchants North offers a competitive compensation package including:

• Hourly Rate: $19 per hour and annual bonus potential
• Paid Holidays, Health Plan options (medical, dental, disability coverage, life insurance, and other voluntary plans), 401K, PTO, vacation accrual, Flexible Spending Account, and more.
• The company will evaluate a specific candidate's education, skills, and experience when making an offer.

Qualifications:

Education, Certifications, and/or licenses: High School Diploma or equivalent required. Two-year degree in Business or related field, or equivalent relevant work experience.

Experience: Related call center and accounting experience (preferred)

Knowledge/Skills: Proficient PC skills using MS Office and other basic office equipment. Must be results oriented with strong verbal communication skills. Must be able to multi-task. Can work independently and/or within a team, Attention to detail. Ability to meet deadlines.

Empire Merchants North is an equal opportunity employer and, as such, affirms in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, religion, color, national origin, sexual orientation, gender identity, citizenship, sex, age, veteran status, disability, genetic information, or any other protected characteristic. Empire Merchants North will not discriminate against persons because of their disability, including disabled veterans, and will make reasonable accommodations for known physical or mental limitations of qualified employees and applicants with disabilities.