Customer Solutions Representative II

2 weeks ago

Allen, Texas, United States Andrews Distributing Full time
About the Role

The Customer Solutions Representative II is a key member of our Sales/Customer Solutions team, responsible for ensuring quality, platform education/adoption, and retail standards in their account base. This role provides exceptional customer service and experience, with a focus on driving ShopBeer&Spirits acceptance and adoption, increasing account profitability, and ensuring product quality at retail.

Key Responsibilities
  • Provides customer service and support to ShopBeer portal customers through in-market account visits and phone, email, and Live Chat interactions.
  • Identifies and documents product quality information in customer bases and provides follow-ups and solutions to avoid future quality issues.
  • Provides live training demos to new/existing Solutions Team customers on platform functionality and how to maximize My Order Tool par levels.
  • Executes tactical selling of new PODs identified in account planning for customer bases.
  • Upholds category management at retail and executes resets as necessary.
  • Engages with customer bases to build relationships and fulfills POS requests as needed.
  • Accurately documents action and service provided to customers for auditing, reporting, and customer experience purposes.
Requirements
  • High School Degree or Equivalent Certificate.
  • One to Three Years B2B and/or e-Commerce Customer Service Experience.
  • Advanced Professional Verbal and Written Communication.
  • Strong Computer, Technical, and Phone skills.
  • Team-oriented mindset with an ability to work collaboratively and think critically.
  • Proficient MS Office Skills.
Preferred Qualifications
  • Understanding of the Beer, Spirits, and Beverage Industry.
  • One to Three Years Sales Experience.
  • Strong Relationship Building Skills.
Physical Requirements and Essential Functions
  • Ability to maintain a sustained posture in a seated position for prolonged periods and operate computer equipment.
  • Ability to bend, stoop, and twist for filing and general office duties.
  • Requires intermittent periods of continuous physical exertion, such as standing, walking, stooping, climbing, lifting material or equipment.
  • Exerts up to 55 lbs of force occasionally and/or negligible amount frequently to move office-related items or materials.
  • Ability to use a personal computer for tasks such as communicating via email, preparing reports, and other forms of documentation using company and industry software.
  • Ability to speak, hear, and see to communicate with employees and operate computers and office machinery.
  • Hand-eye coordination and fine manipulation skills are necessary to operate computers and various office equipment.
  • Continual hand/wrist motion is required to operate computers and office machinery.
  • Driving may be required during the workday.
  • Must tolerate working in an environment with inside/outside ambient/extreme temperatures.
  • Ability to perform job functions in compliance with company policies and procedures, including safety policies and best practices.
  • Must be able to maintain a current/valid driver's license.
  • Must maintain regular and punctual attendance.

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