Customer Service Representative - Shaw Ross (Miramar, FL)

About the role

The Customer Service Representative is responsible for interacting with customers to address inquiries, provide product information, and resolve issues or complaints. This role ensures accurate and efficient processing, monitoring, and invoicing of customer orders while maintaining a high level of professionalism.

Responsibilities

• Provides support to the Operations team, to ensure performance level is maintained, while accommodating vacation and sick time utilizing the Operations department Vacation Planner and HR procedures.
• Respond promptly and professionally to customer inquiries related to pricing, product availability and order status.
• Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints.
• Process customer orders accurately, and expeditiously. Provide complete logistics details and order specifications to the warehouse.
• Liaison between warehouse facilities and customers to ensure order is packed and delivered in accordance with customer’s instructions.
• Resolve customer charge backs and issues credit memo.
• Process returns of inventory from distributors as defined in the standard operating protocol “Inventory Returns”.
• Ensure sales orders are collected on time (as planned) by running the open orders report on a weekly basis to coordinate and expedite the flow of products, providing customers with visibility of order status at all times.
• Escalate customer service issues to sales and marketing departments.
• Aid A/R (accounts receivable) on matters related to billing/order processing/shipping.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken; and check to ensure that appropriate changes are made to resolve customers' problems.
• Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments; Obtain and examine all relevant information to assess validity of complaints and to determine possible causes; Refer unresolved customer grievances to designated departments for further investigation.
• Process daily the billing of orders, assigning barcodes and attaching documentation and relevant emails to PO and sales orders.
• Compare disputed merchandise with original PO and process returns of inventory following standard operating procedure for returns.
• Process distributors purchase orders within 48 hours after being received.
• Email in a daily basis, orders, confirmations and invoices. Notifying buyers of shortages and future estimated date of product availability.
• Manage log of open sales orders prioritizing “release for packing request to the warehouse” considering requested ship date.

Qualifications

• High School Diploma/GED
• 1-2 years of customer service experience in a business environment or equivalent combination of education and experience
• Proficiency Microsoft Office: MS Word, MS Excel, MS Outlook and accurate data-entry skills
• Ability to multitask, possess organizational skills, and perform each essential duty satisfactory
• Striving for high customer satisfaction, going out of our way to be helpful and pleasant, making it as easy as possible on the customer
• Effective verbal/written communication skills while carrying out job duties with various departments, customers and levels of management
• Familiarized with sales order entry and inventory management
• Mental skills: ability to compute rate, ratio and percentages. Proficiency to evaluate customer’s contribution to monthly billing goal and recognized when profit margin is being negatively affected
• Capable of solving a variety of customer service problems and supporting a range of personalities and customer types

Physical Demands

• Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or adding machine
• Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, and stooping
• May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

Benefits

By joining Southern Glazer’s, you would be part of a team that values excellence, innovation, and community. This is more than just a job – it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people.

Southern Glazer’s offers a competitive compensation package with an hourly pay rate of $19.00 / hour. In determining a final offer, the company will evaluate a specific candidate's education, skills and experience and will make an offer appropriately.