Customer Service Assistant

Summary

Responsible for providing superior customer service to all visitors to the AWG Nashville Division office. This includes greeting members, vendors and all visitors onsite as well as ensuring the office phone inquiries are routed to the appropriate AWG employee. The role follows through with problem resolution on calls from member stores to achieve the ultimate customer service goal and supports AWG’s mission to ensure the success of member retailers and provide opportunities to employees.

Responsibilities

• Greet members, visitors, and vendors at the Nashville Division office and direct them to the correct destination or AWG employee.
• Monitor visitor access and maintain security awareness.
• Answer the telephone, screen, and direct calls.
• Take and relay messages.
• Provide required information to callers.
• Provide general administrative and clerical support.
• Handle member calls in a polite and courteous manner, provide information, and resolve issues in a timely and accurate manner.
• Communicate with stores to resolve credit and miss‑ship issues.
• Enter miss‑trip, damaged, and short‑dated claims from member stores into the online credit system for processing.
• Work closely with loss control to coordinate product pickups, track orders, and confirm deliveries for members.
• Work closely with route control for special deliveries (including handbills) and order confirmations for members.
• Research member issues such as tote credits, product credits, product availability, or any question requiring investigation.
• Perform other clerical duties as required.
• Collaborate as a member of the AWG team, emphasizing cooperation, integrity, tact, and consideration with members, associates, and division management.
• Utilize strong communication and computer skills and learn new technology as needed.
• Other duties may be assigned.

Qualifications

• Education/Experience: One to two years related experience and/or training; or an equivalent combination of education and experience.
• Language Skills: Ability to read and speak fluent English; bilingual Spanish preferred but not required.
• Mathematical Skills: Ability to read and interpret departmental financial and operating statements, policy and procedure manuals, and to calculate discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Reasoning Ability: Ability to solve practical problems, handle concrete variables with limited standardization, and interpret written, oral, diagrammatic, or schedule instructions.
• A reasonable accommodation will be considered according to the ADA if it does not impose an undue hardship.

Physical Demands

The employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. Frequently required to stand, walk, and taste or smell. Occasionally required to climb or balance and to stoop, kneel, crouch, or crawl. Must occasionally lift and/or move up to 10 pounds. Vision requirements include close, distance, color, peripheral, depth perception, and the ability to adjust focus.

Work Environment

Indoor office setting with adequate heating, cooling, lighting, and ventilation. Noise level is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.