Customer Success Representative

Job Summary The Customer Success Representative serves as the primary point of contact for an assigned portfolio of sales representatives and their accounts. This role combines order management, customer service, and credit & collections functions to deliver a seamless experience for customers and internal partners. The Customer Success Representative works closely with the Sales Team, Accounting, and Operations to ensure accurate order processing, timely collections, and proactive account management. This position reports directly to the Accounting Manager. The successful candidate will need to meet the requirements and qualifications listed below, or have prior experience deemed sufficient by the company.

Responsibilities:

Account Ownership & Sales Support Serve as the dedicated Customer Success Representative for an assigned group of sales representatives, acting as the primary point of contact for all matters related to their accounts. Build and maintain strong, professional relationships with customers and assigned sales representatives to support order flow, collections, and overall account health. Actively receive and process order requests from customers and sales representatives via email, telephone, or in person. Serve as a product and pricing knowledge expert for customers and internal staff. Communicate proactively with assigned sales representatives to ensure accuracy of information received and to keep them informed of any account-level credit or service issues. Work collaboratively with assigned sales representatives across multiple markets including California and Hawaii. Order Processing & Customer Service Daily order entry and processing of carrier bills and invoices. Work with outside delivery carriers regularly to coordinate shipments and resolve delivery issues. Maintain file systems and perform daily filing tasks for orders and credits as required. Maintain accurate customer contact information, delivery instructions, and respond to invoice inquiries in a timely manner. Troubleshoot and assist customers with the online payment portal. Credit & Collections Review and manage the credit hold screen to ensure optimal order flow. Communicate with customers and assigned sales representatives to make informed credit decisions that minimize at-risk credit exposure while delivering excellent customer service. Terms and risk are managed in accordance with company policy and ABC regulations. Manage credit and collection activities for the company's accounts receivables within the assigned portfolio. Utilize tools including direct customer contact, statements, sales representative interaction, and in extreme cases work closely with senior credit members and the Accounting Manager to determine a final course of action — always with customer service and relationship management taken into consideration. Interact with customers regarding disputed balances, short-payments, over-payments, unused credits, and returned items. Ensure that discrepancies are reconciled and outstanding customer balances are resolved. Investigate and resolve payment application issues to ensure open invoices are accurately stated on a daily basis. Discuss and present options for credit limits, customer financial situations, and problematic orders with the Accounting Manager. Work with the Accounting Manager and leadership team ahead of large pre-sell arrivals (e.g., Burgundy arrival in the Fall) that are likely to have credit hold implications, to devise a plan of action and allow minimal interruption to sales while still minimizing risk. Process incoming check payments on an occasional basis as needed; note that the majority of payments from California alcohol accounts are now made electronically in accordance with state requirements. Maintain and securely archive customer credit files in accordance with generally recognized procedures for business and personal credit information. Credit Application Processing Review credit applications for completeness using the company checklist and policies. Verify that the Alcohol Beverage Control (ABC) number is valid using the license query website (CA). Verify the resale certificate is valid using the Board of Equalization website (CA). Verify the Alcohol Beverage license from the Department of Liquor Control is valid, and maintain a copy on file (HI). Verify the GE Tax number is valid using the Department of Taxation — State of Hawaii website (HI). Confirm that the terms of the agreement have been signed by the ABC licensee or an authorized person. Run a credit report when the customer has provided a social security number and terms have been signed by the legal guarantor, sole proprietor, principal, or partner. Contact credit references listed by the customer and submit customer information to the industry credit website for further information. Research the company using available resources to furnish additional background or information that may affect the credit decision. Create a customer account in the ERP system, including contacts, credit limit, terms, delivery instructions, hours of operation, etc. Contact the customer, sales representative, and sales manager to notify them of final account details. File completed credit applications in secured cabinets. Requirements & Qualifications High school diploma or GED required; college degree preferred. Minimum 2 years' experience in customer service, call center, order processing, credit, or accounts receivable role. Experience in credit, accounts receivable, or collections strongly preferred. Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint). Ability to work with multiple computer systems, including ERP platforms. Excellent verbal and written communication skills. Superior telephone etiquette and professional demeanor. Exceptional organizational skills and ability to prioritize in a fast-paced environment. Ability to remain calm and professional in stressful situations. Ability to thrive in a team environment while also comfortable working independently. Ability to adapt to new processes, procedures, and regulatory requirements. Ability to type 45 words per minute. Prior wine industry experience a plus but not required. Must be at least 21 years of age. Compensation & Benefits Chambers & Chambers offers a competitive hourly wage/salary and comprehensive benefits package including health insurance, 401K with company matching, paid vacation and holidays. Other perks include a dog-friendly office environment, employee discounts on wine, and access to world-class wine tastings and events.

Pay:

$23.50 - $29.00 per hour

Benefits:

401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Vision insurance Application Question(s): Do you have experience in Accounts Receivable or credit and collections? How many years of experience do you have in customer service? Have you handled customer accounts related to billing, payments, or collections?

Work Location:

In person