Customer Success Consultant

About the role

Shape a remarkable future with us. Build a career working for an industry leader that invests in its people—equipping them with leading technology, continuous learning, and the ability to bring their best selves to work. As North America's largest total beverage distributor, Southern Glazer’s is a family-owned business with deep roots dating back to 1933, recognized as one of Forbes’ Top Private Companies. This role serves as the juncture between the Customer Success team and National Accounts On-Premise customers, focusing on communication, planning, and implementing compliance and digital needs.

Responsibilities

• Establish and develop quality customer relationships by delivering exceptional customer service, identifying, and exceeding customers’ needs and expectations.
• Work with National Account On-Premise customers to drive full compliance to beverage program mandates, including distribution and other activations.
• Act as a liaison between local accounts and SGWS Account Directors/VPs who work with purchasing groups.
• Understand digital needs of National Account On-Premise customers, communicate future enhancement requirements to the technical team, and drive Proof Enrollment and Adoption.
• Acquire in-depth industry and company knowledge to articulate product features, benefits, and pricing, making recommendations for core and innovative products within compliance guidelines.
• Accurately and effectively handle large volumes of orders and inbound support calls for customers with unique needs (e.g., corporate vs. franchisee dynamics, Authorized Products, varying escalation paths).
• Maintain accurate Customer Records to reflect account status while providing a high level of service and efficiently resolving customer concerns.
• Perform complex problem-solving with a positive and professional demeanor.
• Ensure timely and accurate output of all work.
• Adhere to Southern Glazer’s Time and Attendance Policy; report to work daily and work your full shift.
• Be flexible to work any hours the call center is open; shifts may change.
• Work holidays, weekends, and fulfill business needs as required.
• Perform other work-related duties and special projects as assigned.

Requirements

• High School Diploma/GED and 1 year of Customer Service experience in a business environment or equivalent combination of education and experience.
• Proficient in Microsoft Office, including Outlook, Word, and Excel.
• Accurate data-entry skills.
• Effective verbal and written communication skills for interacting with various departments and levels of management.
• Flexibility to adjust shift schedule to accommodate business needs.
• Must be at least 21 years of age.

Physical Demands

• Considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or adding machine.
• Occasional walking, bending, reaching, standing, and stooping.
• May require occasional lifting, lowering, pushing, carrying, or pulling up to 20 lbs.

Benefits

• Comprehensive medical and prescription drug coverage.
• Dental and vision plans.
• Tax-saving Flexible Spending Accounts.
• Disability coverage and life insurance plans.
• 401(k) plan.
• Tuition assistance.
• Wellness program.
• Parental leave.
• Vacation accrual and paid sick leave.