Customer Experience Representative
: Job Details :

WHAT YOU GET TO DO

• Interact with customers to provide information in response to inquiries, enter orders and handle complaints
• Create a personal emotional connection with all customers from initial call to follow up
• Present products to customers based on their benefits and value, overcome objections, ask for the sale and submit an accurate order
• Communicate over the phone to the customer to attain sales and service goals in a professional manner
• Drive distribution of new products of supplier portfolios to build the customer's and company's business
• Knowledge of products, categories, able to assist the customer in growing their business
• Provide support to assigned sales territories regarding customer and order related inquiries
• Prepare Return Merchandise Authorization (RMA) and ensures processed in a timely manner
• Cover vacation routes telephonically for Sales Representatives
• Enter high level special orders such as manual price override orders and credit adjustments
• Processes credit memos
• Assists in checking inventory and wine vintages
• Cover reception desk as needed
• Set up new and existing customers in Customer Corner
• Verify all Customer Pick Up (CPU) copies are returned
• Add delivery notes to invoices in SharePoint
• Prepare and enter payments from Drivers and Sales Representatives for accounts receivable entry, including processing credit card payments
• Flex hours to support all areas of the business when needed
• Embrace additional duties as assigned by leadership

WHAT WE VALUE

• Excellent interpersonal skills, as shown through building rapport and establishing trust with customers
• Customer-focused attitude to ensure accounts are satisfied with product and timeliness of deliveries
• Results-focused mindset with a focus on achieving sales and service goals
• Proficient computer skills, with desire for learning new technologies
• Comfort in working independently and in the context of team environments
• Advanced verbal and written communication skills
• Ability to handle difficult situations and provide solutions
• Strong decision making, problem solving and organizational skills
• Ability to multitask while maintaining a high attention to detail

WHAT WE EXPECT FROM YOU

• Associate's Degree or equivalent experience preferred
• Minimum of one (1) to three (3) years' customer service experience preferred
• Experience in a distribution and/or sales environment preferred