Overview

The customer service representative will act as a liaison to customers and will resolve any customer concerns/issues. The goal is to ensure excellent service standards and maintain high customer satisfaction. Will ensure that customer inventory and service needs are met or exceeded in a timely fashion. This is an essential position that has direct impact on the company reputation and profitability. Will be supporting company sales and distribution operations.

JOB DUTIES:
-Enter orders into AMS from a variety of inputs: email, fax and direct
-Answer phone email and fax requests regarding inventory and order status in a timely and professional manner
-Providing exceptional customer service ensuring expectations are met or exceeded
-Implement corrective and preventive measures to improve customer satisfaction and meet quality Key Performance Indicators
-Respect and meet critical deadlines needed to ensure workloads are presented to the operational team with sufficient time to be processed effectively
-Analyzing data or statistics to identify the customer service level the organization is providing
-Assist other team members during peak periods in tasks such as checking drivers in, shipping items in AMS, helping with FedEx shipments and other related tasks

SKILLS:
-Highly developed sense of integrity and commitment to customer satisfaction with an emphasis in the wine industry
-Experience in wine industry order management systems (AMS/FedEx/Ship Compliant)
-Demonstrated passion for excellence with respect to treating and caring for customers.
-Ability to communicate clearly and professionally, both verbally and in writing.
-A pleasant, patient and friendly attitude.
-Strong decision making and analytical abilities.
-Strong detail orientation and communication/listening skills
-Effectively manage large amounts of incoming calls
-Identify and assess customer needs to achieve satisfaction
-Build sustainable relationships of trust through open and interactive communication
-Provide accurate, valid and complete information by using the right methods/tools
-Handle complaints, provide appropriate solutions and alternatives and follow up to ensure resolution
-Keep records of customer interactions and file documents
-Follow communication procedures, guidelines and policies
-Take the extra mile to engage customers


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