Overview

The Customer Care Lead Representative directs the activities of the Customer Service Department to ensure inbound calls are effectively and efficiently answered. This individual has a thorough understanding and ability to perform all tasks assigned to Customer Service.

Primary Responsibilities

• Oversee and lead Customer Service in managing call traffic and order entry, including planning work assignments within the group and ensuring adequate call coverage during peak hours
• Understands Salesforce Automation technology and process, including refreshing, order entry and transmission, to assist in answering questions
• Ensure sales pad assignments are made on new accounts prior to the initial billing to the account and that set-up data is populated correctly in the Customer Master
• Ensure proper set-up of all new accounts
• Ensure Customer Service Inbox is monitored and worked throughout the day
• Ensure the thorough use by staff of Roadnet Information Center in determining delivery drivers locations
• Ensure the thorough use by staff of the LA ATC website and database for permit information
• Effectively communicate with all levels of authority
• Primary point of contact for orders that require special handling
• Train and develop Customer Service Representatives to handle calls and issues presented
• Contribute information to the weekly newsletter distributed internally to the branch
• Manage the orders daily that appear on the Open and Held Order Listing Report to address any issues that may have prohibited shipment
• Act as a secondary back-up to the batch billing process
• Perform other job-related duties as assigned

Additional Primary Responsibilities

Minimum Qualifications

• High school diploma or equivalency plus two years of experience

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

Southern Glazer’s Wine and Spirits provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.