Customer Advocate A/R

Southern-Glazer-S-Wine-; Addison (TX); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical + prescription drug coverage

Dental and vision plans

401(k) plan

Tuition assistance

Wellness program

Parental leave

Vacation accrual

Paid sick leave

Job summary

Southern Glazer's Wine and Spirits seeks a Customer Advocate to assist customers through the self-service portal, resolve account inquiries, and drive high customer satisfaction. The role blends in-office training with later hybrid work, offering strong benefits and growth opportunities.

The position emphasizes accurate data handling, timely order processing, and collaboration with Sales and A/R teams to ensure smooth service and issue resolution.

Qualifications

• GAAP knowledge and understanding of financial controls.
• Proficiency in Excel for pivot tables, charts and complex formulas.
• Experience in customer service or call-center environments preferred.

Responsibilities

• Navigate customers through the process of submitting an order through the self-service portal.
• Answer inquiries regarding customers' accounts and resolve issues.
• Keypunch supplier and sample withdrawals.
• Electronic imaging and document indexing.
• Research shortages and miss-shipped claims and resolve discrepancies.
• Process/enter orders and pick-ups; handle calls from the customer service queue.
• Process winery direct orders; communicate with Sales and A/R teams.
• Scan and index customer credit files into imaging system and maintain accuracy.
• Add, drop, or modify partner and self-incorporated accounts; remove inactive systems.
• Identify outdated or duplicate documents in customer files.
• Handle monthly changes for sales personnel at the start of each month.
• Review returned mail and correct addresses as needed.
• Manage delivery claims and shortage-related logs; research issues.
• Distribute faxes/invoices and coordinate with Sales, customers, and A/R.
• Follow company policies and perform other duties as assigned.

Skills

GAAP knowledge

Excel pivots & formulas

Customer service

Education

High school diploma or equivalency

Tools

Microsoft Excel

Job description

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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.

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.

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 [e-mail]