Customer Advocate

What You Need To Know 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 preeminent 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. Southern Glazer's is proud of its well-earned positive reputation, continually achieving accolades for our outstanding workplace culture. We take pride in creating a culture where our people are valued, supported, and provided opportunities for growth and belonging. 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. 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 portalAnswer inquiries regarding customers' accountsKeypunch supplier and sample withdrawalsElectronic imagingResearch shortage and miss-shipped claimsProcess/enter orders and pick-upsHandle calls from customer service queueProcess winery direct ordersScan and index customer credit files into the imaging systemAdd partners, drop partners, self-incorporated accounts and inactive systems.

Identify outdated, obsolete and duplicate documents from customer filesHandle all salespersons changes at the beginning of each monthResearch returned mail with an incorrect address and make the necessary correctionsHandle 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/RPerform the job in accordance with company and departmental policies and proceduresPerform other related duties as assignedMinimum Qualifications High school diploma or equivalency plus 1 year of experienceKnowledge with Generally Accepted Accounting Principles (GAAP), federal regulatory guidelines, and organizational objectivesProficiency using Microsoft Excel spreadsheets in creating pivot tables, develop charts, and complex formulasPhysical 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 calculatorPhysical demands with activity or condition existing an occasional to the rare amount of time include walking, carrying, reaching, standing, and stoopingMay require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbsEEO 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. If you have any questions or concerns about whether this posting complies/adheres with local pay transparency requirements, please contact the SGWS talent acquisition team at NationalTA@sgws.com