Hybrid Customer Experience Advocate

Women of the Vine & Spirits; Addison (TX); Hybrid; USD 25,000 - 30,000; Full time

Job summary

Southern Glazer's Wine & Spirits in Addison, TX is seeking a Customer Advocate to support customers in resolving issues related to the self-service experience, with the goal of delivering the highest satisfaction and faster resolution.

The 60-day training is in office, followed by a hybrid schedule (3 days remote, 2 days in office each week). The role offers a broad benefits menu, professional growth, and a culture focused on excellence and belonging.

Qualifications

• Proficiency using Microsoft Excel spreadsheets in creating pivot tables, develop charts, and complex formulas
• Knowledge with GAAP, federal regulatory guidelines, and organizational objectives

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• Identify outdated, obsolete and duplicate documents from customer files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

Skills

Microsoft Excel

GAAP knowledge

Federal regulations

Education

High school diploma or equivalent

Job description

Southern Glazer's Wine & Spirits in Addison, TX is seeking a Customer Advocate to support customers in resolving issues related to the self-service experience, with the goal of delivering the highest satisfaction and faster resolution.

The 60-day training is in office, followed by a hybrid schedule (3 days remote, 2 days in office each week). The role offers a broad benefits menu, professional growth, and a culture focused on excellence and belonging.