Customer Service Representative - Wineshipping LLC : Job Details

Customer Service Representative

Wineshipping.com LLC is a tech-enabled third-party logistics (3PL) provider for alcoholic beverage companies, managing the fastest, most accurate, and most cost-efficient delivery network in the United States. We are North Bay Business Journal's Supplier of the Year (Wine Beer & Spirits Awards) and most recently we've been awarded Best Place to Work two years in a row!

General Job Description

The Customer Service Representative (CSR) handles incoming client requests and escalations. This role is directly customer facing and people who serve in this role need to possess excellent customer service communication and problem-solving skills. This role will need to multi-task, possess an eye for detail to quickly identify errors, and show a sense of urgency. The CSR works closely with many different winery clients, in addition to working with our various warehouse teams, and our Growth team. The CSR is often a mediator for our clients and operations teams, helping both to understand one another and have a terrific experience with Wineshipping.com LLC.

Major Duties and Responsibilities

• Receive and manage daily and weekly client requests, while looking at client metrics such as ticket volume, escalated tickets and tool adoption (Awesome Client Portal) which helps clients help themselves.
• Respond promptly to client phone calls and email messages.
• Manage and work with large order files (excel spreadsheets containing thousands of rows).
• Provide appropriate technical and/or product-related information to customers.
• Possess excellent conflict resolution skills. Show empathy for customers, often when customers call, they're upset.
• Follow-up with clients on customer issues or orders, every time. Never leave an issue open with a customer or a client.
• Document all contacts, actions, and responses in Zoho Desk.
• Maintain a working knowledge of Wineshipping.com LLC products and/or services, including new products and services.
• Prepare reports and correspondence as needed.
• Order management via OMS.
• Planning and managing wine scheduled clubs/releases with clients.
• Attend and actively participate in internal & client meetings when requested.
• Club processing often requires On-Site presence for grouping/label printing. This is done at the nearest Wineshipping.com LLC facility, based on location.
• Perform other duties as assigned by your supervisor, we like to keep it interesting.

Skills to Demonstrate on the Job

• Commitment to excellence and high standards.
• Ability to work independently and as a member of various teams and committees.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Excellent verbal, written, and phone communication skills.
• Acute attention to detail.
• Spanish language fluency can be helpful.
• Regular and reliable attendance and punctuality.
• Must be flexible to work weekends and/or late-night shifts occasionally

Qualifications for the Job

• High school diploma or equivalent (GED).
• At least four years related experience.
• Proficiency with Microsoft Office software programs.
• Proficiency with UPS, FedEx and experience with ERP Order Management Systems, Microsoft D365 a plus
• Experience with Client Relationship Management software, Zoho is recommended.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

Work Environment and Physical Demands:

• Prolonged periods of standing/walking/sitting.
• Occasionally lift, carry and/or move up to 50lbs.
• Continually required to utilize hand and finger dexterity.
• Occasionally required to climb, balance, bend, stoop, kneel or crawl.
• Occasionally work near moving mechanical parts.
• Occasional loud noise.
• Occasional varying environmental temperature changes.

Pay and Benefits

Benefits: 401(k), 401(k) matching, Dental insurance, Disability insurance, Employee assistance program, Flexible spending account, Health insurance, Health savings account, Life insurance, Paid time off, Referral program, and Vision insurance.

Supplemental Pay: Bonus Pay.

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status. All are welcome, all can succeed at Wineshipping.com LLC!

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.