Customer Advocate

Join Southern Glazer's Wine and Spirits

Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people and equips them with leading technology, continuous learning, and the ability to bring their best selves to work. As the premier wine and spirits distributor, Southern Glazer's isn't just one of Forbes' Top Private Companies; it's a family-owned business with deep roots dating back to 1933. Compensation begins at $18 / hr, after 6 months there is a $1 increase to $19 / hr, then every 6 month a $.50 increase until reaching $22 / hr increases all performance based. The reputation of Southern Glazer's is well-established, and it's no surprise that we are regularly recognized for our culture. Southern Glazer's has been recognized by Newsweek as one of America's Greatest Workplaces for Inclusion and Diversity, as well as for Women and Parents and Families. These accolades speak volumes about our commitment to creating a supportive and inclusive culture of belonging for all employees. 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. By joining Southern Glazer's, you would be part of a team that values excellence, innovation, and community. This is more than just a job it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people. The training period is in office full time (60 days). After this period, this is a hybrid role which consists of working remotely (3 days) and in our office (2 days) each week - this is subject to business needs.

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

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 Affirmative 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. 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.