Job Title:  Customer Care Specialist

What You Need To Know

Open your future to incredible career potential. Work for an industry-leader who invests in their people. Southern Glazer’s Wine & Spirits is North America’s preeminent wine and spirits distributor, as well as a family-owned, privately held company with a 50+ year legacy of success. We were named by Newsweek as a Most Loved Workplace and are included on the Forbes lists for Largest Private Companies and Best Employers for Diversity.

As a full-time employee, you can choose from a full 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 reimbursement, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

At Southern Glazer’s, you’ll enjoy an environment where continuous learning and growth are supported and experience a culture where you are respected, and your voice is heard. If you’re looking to fill your glass with opportunity, come join our FAMILY.

Overview

The Customer Care Specialist is responsible for working with external customers to resolve payment discrepancies including missing and past due payment.

Primary Responsibilities

• Answers and responds to incoming calls, emails, faxes, and voice mails from internal and external customers requesting assistance on past due invoices
• Assigning more complicated requests to the appropriate departments for resolution.
• Researching and resolving requests, initiating and following up on interdepartmental communication, providing customers with status updates.
• Keeps current on department and company-wide processes to assist customers with their questions.
• Sharing knowledge and information about processes among team members.
• Regularly communicating with the functional teams that Customer Care supports.
• Provide feedback through appropriate channels to facilitate process improvement and optimize operational efficiency.

Additional Primary Responsibilities

Minimum Qualifications

• Requires a high school diploma. College courses in a business field and/or related experience are welcome.
• Basic knowledge of commonly used concepts, practices, and procedures related to customer service. 
• Relies on instructions and pre-established guidelines to perform the functions of the job.
• Must have knowledge of computer systems, specifically the use of desktop software such as Microsoft Outlook, Excel, and Word
• Demonstrates a friendly and cooperative attitude
• Excellent verbal and written communication skills, shifting styles depending upon the audience
• Ability to analyze data and identify important customer issues, trends, and improvement opportunities
• Able to work independently and exercise sound judgment in a fast-paced team environment

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.  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.

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