Customer Care Representative II

Southern Glazer's Wine And Spirits, LLC Indianapolis , IN 46218

Posted 2 months ago

Job Description:

  • Order taking.

  • Answering inquiries regarding customers' accounts.

  • Key punch supplier and sample withdrawals.

  • Enter financials, issue credit and debit memos.

  • Electronic imaging.

  • Salesman changes.

  • Handle returned mail.

  • Research shortage and miss shipped claims.

  • Represent SWS in a courteous and professional manner.

  • Process/enter orders and pick-ups.

  • Handle calls from customer service queue.

  • Back-up support for representative #3 position.

  • Process winery direct orders.

  • Responsible for scanning and indexing 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 Identify outdated, obsolete and duplicate documents from customer files.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 incorrect address and make the necessary corrections.

  • Handle delivery claims and logs (shortage claims, miss ships, etc.).

  • Handle the errors file.

  • Pull faxes and invoices off the printer and distribute to appropriate desks. Communicate with the sales force, customers and A/R.

  • Special projects.

  • Other duties as assigned.

  • Perform job in accordance with company and departmental policies and procedures.

  • Adhere to SWS time and attendance policy.


Minimum Qualifications:

  • High school diploma/GED

  • 1-2 years of customer service experience in a business environment or equivalent combination of education and experience.

  • Proficient in MS Office (Word, Excel, and Outlook) and 10 key by touch.

  • Ability to multi-task and work under pressure while providing a high level of service. Accurate data-entry skills.

  • Resolve concerns posed by the customer effectively and efficiently (first call resolution).

  • Effective verbal/written communication skills in carrying out job duties with various departments and levels of management.

  • Basic mathematical skills including calculating percentages and discounts for customers.

  • Capable of solving a variety of customer service problems and supporting a range of personalities and customer types.

Preferred Qualifications:

  • Familiar with order entry and A/R systems.

  • Type 45-50 wpm.

  • Familiarity with Sapphire, EDI, DocView, RIC, SWO and telephone payment system a plus.

Southern Glazer's Wine and Spirits provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.

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Customer Care Representative II

Southern Glazer's Wine And Spirits, LLC