Customer Advocate

Southern Glazer's Wine & Spirits, LLC.; Addison (TX); Hybrid; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) plan

Tuition assistance

Wellness program

Parental leave

Job summary

Southern Glazer's Wine & Spirits is seeking a Customer Advocate to support customers in resolving issues related to self-service experiences. The role focuses on delivering high customer satisfaction by improving visibility and accelerating issue resolution, while representing a renowned beverage distributor in North America.

The position offers a training period in-office (60 days) followed by a hybrid schedule (3 remote days, 2 in-office days per week) and a comprehensive benefits package,

Qualifications

• High school diploma or equivalency plus 1 year of experience.
• Knowledge of GAAP, federal regulatory guidelines, and organizational objectives.
• Proficiency in Excel with pivot tables, charts, and complex formulas.

Responsibilities

• Guide customers through the self-service order submission process.
• Address inquiries about customer accounts.
• Process orders, pickups, and winery direct orders.
• Manage imaging, indexing, and file accuracy.
• Handle calls from the customer service queue.
• Investigate shortages, mis-ship claims, and delivery issues.

Skills

GAAP knowledge

Federal regulatory guidelines

Microsoft Excel

Education

High school diploma or equivalent

Tools

Microsoft Excel

Job description

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 North America's largest total beverage 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 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 and 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 regarding whether this posting complies/adheres with local pay transparency requirements, please contact the SGWS talent acquisition team at [e-mail]