Customer Solutions Representative I

Cheers to a Beer & Spirits Career!!

The fact that you landed here indicates you are looking for a better workplace. Maybe you feel unappreciated, and you are tired of being treated like just another employee. When you join our team you become part of the Andrews family, a place where you are valued and respected.

Starting at 9:00am and done at approximately 5:00pm or when the work is completed. Schedule: Monday-Friday

We invest in our team members and are dedicated to their success and well-being by offering:

• Weekly Pay, Every Friday!

• Health, Dental, & Vision insurance

• Paid Vacation & Sick Time

• 401k with Company Match (FREE Money!!)

• Nike Branded Uniforms

And yes, you will receive FREE BEER throughout the year! (Root beer to those under 21 years old.) After all, you will be working for an award-winning BEER distributor, and we want you to enjoy the brands you already love like Modelo, Coors, Miller, Corona, Heineken, Blue Moon, Shiner, Sam Adams, Dos Equis, Revolver, Lakewood, Rahr, Truly, Topo Chico, Mike's, Pacifico, and many more!!

Now that you know about the hours, let's talk about the job itself.

You may know this role as Inside Sales Specialist, but we refer to it as a Customer Solutions Representative II.

A Customer Solutions Representative I is responsible for responding to all incoming customer inquiries (email, phone calls, live chats), striving to effectively resolve issues and respond to customer questions efficiently and professionally. The Customer Solutions Representative I provides exceptional customer service and experience with the priority goal of driving ShopBeer&Spirits acceptance and adaption, increase account profitability, decreased loss, and developing the business relationship.

Here's more of what you will do:

• Provides customer service and support to ShopBeer&Spirits portal customers by providing a high level of service and solutions to grow customer relationships.

• Works inbound and outbound portal customer calls utilizing the ShopBeer&Spirits and other Andrews' systems and applications in a high-volume capacity.

• Corresponds with customers via the ShopBeer&Spirits portal; e-messaging, email, chat, order reminders, cart reminders, etc.; articulates and provides a professional, concise, and clear message.

• Accurately documents action and service provided to the customer ensuring attention to notes, customer interaction detail for auditing, reporting and customer experience purposes.

• Responds to customers questions providing knowledgeable answers to questions in accordance with company policies and practices.

• Provides basic portfolio/sales information supported by their product knowledge.

• Responds to pricing questions using current pricing guidelines and company communications; inclusive of working with customers on getting price tags and other signage.

• Responds to service and delivery questions in accordance with established service levels.

• Provides continuous education to new and existing users on best practices of how to properly use the ShopBeer&Spirits portal.

• Supports the customer's transition to ShopBeer&Spirits; helps customers place orders, correct order errors, and occasionally place orders during transition.

• Processes customer transactions such as assisting with placing orders, service requests, and POS requests.

• Monitors customer orders to avoid over/underordering, no mis-keys, lost failed orders, etc. as needed.

• Utilizes dashboards and reports to drive customer follow-ups and coaching opportunities.

• Places follow-up account calls as needed in support of customer transition to the ShopBeer&Spirits portal inclusive of overall new accounts to Andrews.

• Continuously develops eCommerce and B2B customer service skills; shares best practices with the ShopBeer Solutions Manager and team.

• Supports customer surveys as needed.

• Works through data-driven POD target lists for new PODs provided by ShopBeer Solutions Manager.

• Works customer emails and tickets; submits work orders and escalates to appropriate Sales and/or Operations team.

• Troubleshoots customer needs, issues, and problems (POS materials, price tags, draft line issues, etc.) and resolves customer issues and/or escalates to appropriate Sales (On Premise, Off Premise, Quality Specialist, etc.) or Operations teams.

• Communicates service needs to appropriate Sales and/or Operations teams.

• Escalates non-service tickets to other teams (e.g., POS, Price tag print request, New Item/Seasonal Item questions, Brand placement, etc.).

• Sets up, maintains, monitors, and updates electronic customer files to ensure customer data integrity.

• Creates new customer accounts on ShopBeer&Spirits portal ensuring all customer data is entered and verified.

• Review customer data files to ensure accuracy and completeness.

• Researches and updates missing customer data as needed.

• Learns new portal support processes and procedures as updates are implemented.

• Works with Pricing and IT team(s) to ensure data is correct in eoStar for ShopBeer&Spirits implementation.

This list is not all inclusive of other tasks and subtasks that may be necessary in performing this role, but rather an overview of the role's primary work tasks.

Here at Andrews, we always step outside of our normal responsibilities to assist each other and effectively care for Customers.

Here's what you must have to be considered for this role:

• High School Degree or Equivalent Certificate

• One to Three Years B2B and/or e-Commerce Customer Service Experience

• Excellent, Professional Verbal and Written Communication; Strong Phone Skills

• Strong Computer and Technical Skills

• Team-oriented Mindset with an Ability to Work Collaboratively and Think Critically

• Proficient MS Office Skills

Here's what we hope you have:

• Understanding of the Beer/Beverage Industry

• Strong Relationship Building Skills

• One to Three Years Sales Experience

PHYSICAL REQUIREMENTS & ESSENTIAL FUNCTIONS

• Ability to maintain a sustained posture in a seated position for prolonged periods of time and operate computer equipment.

• Ability to bend, stoop, and twist is required for filing and general office duties.

• Requires intermittent periods during which continuous physical exertion is required, such as standing, walking, stooping, climbing, lifting material or equipment, some of which maybe heavy or awkward.

• Exerts up to 55 lbs of force occasionally and/or negligible amount frequently to move office-related items or materials.

• Ability to use a personal computer for tasks such as communicating via email, preparing reports and other forms of documentation using company and industry software.

• Ability to speak, hear, and see is required to communicate with employees, and to operate computers and office machinery.

• Hand-eye coordination and fine manipulation skills are necessary to operate computers and various office equipment.

• Continual hand/wrist motion is required to operate computers and office machinery.

• Driving may be required during the workday.

• Must tolerate working in an environment with inside/outside ambient/extreme temperatures.

• Ability to perform job functions in compliance with company policies and procedures, including safety policies and best practices.

• Must be able to maintain a current/valid driver's license.

• Must maintain regular and punctual attendance.

At Andrews, we always act with integrity and treat everyone with respect and dignity.

Think you have what it takes to be part of the Andrews Team? Ready to start a career and not just another job? Click the Apply tab to get started!

• Please note -we ask all candidates to create an account in order to apply for a position with us. Please click "Apply" then "Create Account" to create a new account, or sign in if you are a returning applicant.