What are the responsibilities and job description for the Customer Advocate position at SGWS?
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. Bi-lingual must be fluent in Spanish.
Duties and 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- Identify outdated, obsolete and duplicate documents from customer files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
Qualifications
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
Preferred Qualifications
Excellent interpersonal, customer service, analytical/problem solving, problem management, presentation development, presentation, and communications skills
Strong communication skills – written, verbal, persuasion, motivation, facilitation of strong working relationships
Well-rounded/versed in all things SGWS (state-by-state) Customer Service
Positive attitude and professional demeanor
Salesforce Service Cloud for customer service issues/Case Management.
Proprietary Order to Cash Systems (e.g., Sapphire) for customer transactions processing
Ability to professionally handle customer incoming calls
Ability to professionally handle customer issues (Cases) via eCommerce
Ability to work under time pressure and maintain/produce accurate work
Knowledge of other MS Office Suite and/or software applications related to job functions
Basic mathematical skills including calculating percentages and discounts for customers
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