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Customer Service Associate II

1 month ago

San Antonio, Texas, United States Republic National Distributing Company Full time
Job Title: Customer Service Associate II

Republic National Distributing Company (RNDC) is a family-owned business with a rich history dating back before Prohibition. Our success is built on our core values of Family, Service, Accountability, Honesty, and Professionalism. We offer a vibrant and inclusive culture, providing a workplace experience that makes our associates feel accomplished and engaged. RNDC prioritizes the health and well-being of our associates, offering dynamic health and wellness benefits that provide exceptional care and value. We are committed to growing our footprint and our people.

Job Summary

The Customer Service Associate II will be responsible for building relationships with new and existing customers, focusing on two key categories: VIP customers designated by RNDC Sales, Operations, and other teams, and chain customers with regional and/or national accounts. This role requires delivering exceptional levels of service, proactively engaging in supporting relevant marketing programs, preparing account-related collateral, and identifying and solving ongoing problems/issues.

Key Responsibilities:
  • Support sales account and/or chain representatives/management in defining, growing, and maintaining relationships with VIP account buyers to proactively define their future needs.
  • Leverage ongoing contact with VIP customers to support relevant programs/initiatives from Sales and Marketing, assisting in generating additional volume/revenue where possible.
  • Assist sales representatives and chain managers with identifying, preparing, and/or documenting VIP-account-related collateral (e.g., account status, reporting trends, sales presentations).
  • Identify and prioritize issues/problems and assist in planning and coordinating timely solutions.
  • Participate in customer meetings as appropriate to ensure awareness, understanding, and involvement in operational issues and potential revenue opportunities.
  • Build, maintain, and demonstrate in-depth working knowledge of all technology and/or reports required (e.g., 9ci, e-RNDC) to support customer requests.
  • Monitor and resolve problems, questions, and/or inquiries from external and internal customers (e.g., Drivers and Sales team members) regarding applicable customer account details (e.g., one-off changes to orders, requests for delivery information, inquiries for relevant documents).
  • Redirect non-applicable incoming customer care e-mails/calls/e-inquiries to other parts of Enterprise Business Services (e.g., AP, AR) or RNDC (e.g., Sales) as necessary. Collaborate with other internal team members and customers as needed to obtain required information from and share results with appropriate stakeholders.
Requirements

We are seeking a highly motivated and detail-oriented individual with a strong background in customer service and account management. The ideal candidate will possess:

  • A high school degree or higher; one to three years of job-related experience; or equivalent combination of education and experience. An associate's degree or higher and three plus years of job-related experience are preferred.
  • Prior major account customer support experience is strongly preferred.
What We Offer

RNDC provides a comprehensive benefits package, including:

  • 401(k) with company matching
  • Medical, dental, and vision benefits
  • Generous paid time off program - work your way up to 5 weeks of PTO a year with the ability to carryover unused PTO
  • Paid volunteer time
  • Paid parental leave
  • Paid caregiver leave
  • Fertility benefits
  • Paid training
  • Company-paid life insurance, short-term disability, and company-paid holidays
  • Associate resource groups, and diversity, equity, and inclusion programs available for all associates
COVID-19 Considerations

We follow CDC Guidelines and maintain a fun and safe environment for our teams.

Bonus Requirements

We are particularly interested in candidates with:

  • Bachelor's degree
  • Previous experience in the Wine and Spirits industry
  • WSET certifications

RNDC is an Equal Opportunity/Affirmative Action employer. We are committed to providing reasonable accommodation to people with disabilities throughout the job application and interview process, to the point of undue hardship. If you require an accommodation, please click here.