Customer Service Representative

7 days ago

Tampa, Florida, United States Southern Glazer's Wine & Spirits Full time
About the Job

Southern Glazer's Wine & Spirits is seeking a highly skilled Customer Service Representative - Accounts Receivable Specialist to join their team. This is a full-time hybrid role that combines in-office and remote work.

Job Summary

The Customer Service Representative - Accounts Receivable Specialist will assist customers with inquiries about products and services, place orders, and resolve internal and external customer issues in a timely manner. They will work closely with the National Call Center (NCC) back-office resources and utilize a range of tools, including Microsoft Excel and AS400, to manage accounts, process payments, and maintain effective communication with customers and sales teams.

Responsibilities
  • Assist customers with key back-office processes, including accounts receivable, order processing, and customer service
  • Resolve internal and external customer issues, returning phone calls and emails in a timely manner, and providing responses and resolutions in a reasonable time
  • Work with NCC Credit Corrections to secure product credits
  • Answer questions for accounts involved in the accounts receivable process
  • Research accounts and communicate the reason for open invoices, short pays, and open credits to customers and document accounts accordingly
  • Enter and process payments in AS400, address payment-related issues directly with Salesforce and customers
  • Follow up on general customer collections as requested by NCC Accounts Receivable (A/R), utilizing established delinquency, aging, and collection letter and follow-up guidelines
  • Maintain effective and consistent communication with sales teams and employees at NCC
  • Answer general sales questions and resolve issues related to A/R
  • Provide invoice copies, monthly statements, and other document/information requests
  • Monitor and balance petty cash
  • Process credits on product returned to the warehouse by drivers or through pickup slips
  • Separate saleable and non-saleable credits for submission to Accounting for processing
  • Process discount debits/credits when approved by pricing and verify all debits/credits processed the prior day
  • Process incoming orders from customers
  • Assist sales teams with issues relating to order submission (e.g., Topaz issues)
  • Answer general order inquiries, providing first-level support, and minimizing call transfers
  • Process pickups and returns per the established pickup and return policy
  • Stay abreast of state-specific alcoholic beverage laws and state listings laws
  • Cross-train with Cashier and Customer Service team members to serve as a backup when needed
  • Perform other job-related duties as assigned
Requirements
  • High school diploma or equivalency plus two years of experience
  • Proficiency using Microsoft Excel spreadsheets in creating pivot tables, developing charts, and complex formulas
  • Experience working in accounts receivable or general office environment
  • Ten-Key by touch proficiency

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