Customer Success Assistant

2 weeks ago


Mansfield, United States MGX Beverage Group, Inc. Full time
With over 80 years of experience in the alcohol industry, MGX understands the complex US beverage alcohol business and enables our customers to navigate it more efficiently. We collaborate with retailers and suppliers to design and implement supply chain solutions to optimize a product's route to market. MGX provides a single point-of-contact across the entire beverage alcohol supply chain, bringing together the services of our affiliated companies Gordon Logistics, Milton's Distributing, and Hope Beverage.

We recognize that nothing happens without our people and that our team members are our most important asset. We're a family-owned and operated business committed to building a culture that recognizes, respects, and rewards our employees.

We offer competitive wages and comprehensive benefits coverage including medical, dental, 401K, profit sharing, and tuition reimbursement.

Job Summary:

Schedule: Monday-Friday, 6:30am-3pm

The Customer Success Assistant will leverage MGX's extensive experience and resources to support retailers. The role involves supporting the team to resolve customer inquiries, processing claims and credits, and handling store communications. The successful candidate will support the account management team to enhance customer satisfaction.

In addition to external customer management, the role requires close collaboration with internal teams, particularly the warehouse team, to address inventory-related questions and issues. The ability to work effectively within a team and maintain a high level of customer service is essential for success in this position.

Essential Functions:

Sales Order Processing
  • Process sales orders accurately and efficiently.
  • Manage sales order issues as they arise.
  • Learn to work, monitor and improve automated processes.

Customer Relationship Management
  • Manage local/store communications, including meetings, calls, and emails.
  • Communicate about store deliveries, including addressing late deliveries and other issues.
  • Process credits, claims, and recalls for customers efficiently.
  • Generate and deliver customer-facing reports as needed.
  • Resolve customer issues promptly and effectively.
  • Become proficient in different portals our customers work in

Internal MGX Collaboration
  • Collaborate with the warehouse team on inventory questions, research, and correcting service mistakes.
  • Communicate internally with the transportation team.
  • Collaborate with the supply chain team.
  • Send out case-count sheets as needed.
  • Conduct audit work with the finance team.
  • Troubleshoot systems issues with IT and other departments.
  • Continuously improve service for customers and internal teams.

Skills and Qualifications:
  1. Prior experience in a customer service role is required
  2. Experience in the Account Management function is preferred
  3. Computer literate
  4. Attention to detail
  5. Ability to react quickly
  6. Learning agility

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