Great Opportunities in CUSTOMER SERVICE -- Payment Services AND Payroll & Benefits

Briefly, Southern Wine & Spirits of America, founded in 1968, is the single largest distributor of Wine & Spirits in the Nation.  The Business Solutions Group, located centrally in Miramar, Florida, is the technical and business process division of the Company that delivers enterprise-wide business solutions to Southern's numerous sales and distribution centers across the United States. Please visit www.southernwine.com for more information on the Company. Payment Services Customer Care Specialist

 

Key Qualifications and Requirements:

 

? A High School Diploma is required

? Some college courses in Business Administration a plus.

? Two years of experience in a customer service position is required. 

? Must have knowledge of computer systems, specifically the use of desktop software such as Microsoft Outlook, Excel, and Word.

? Knowledge of the use of complex Enterprise Resource Planning software is preferred. 

? Must understand and utilize sound customer service skills to exceed internal and external customer expectations. 

? Must be able to maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude.

? Must be able to communicate effectively both in writing and verbally, shifting communication styles depending upon the audience.

? Must be able to compile, analyze and report customer data (i.e. call volume, issues, resolutions, frequencies) with a strong focus on attention to detail.

? Must be able to assess and monitor own performance.  Must be able to speak, listen, and write clearly and concisely.

? Must have the ability to work independently and interactively in a fast-paced team environment.

 

Key Responsibilities and Accountabilities:

 

? Answers and responds to incoming calls, email, faxes, and voice mails from customers requesting assistance (Accounts Payable, Accounts Receivable, Inventory Costing, and General Ledger), including collecting critical customer information, providing the solution whenever possible, and assigning more complicated requests to appropriate departments for resolution.

? Logs customer issues in our database and follows through to resolution.

? Keeps up-to-date on department-specific and company-wide processes in order to assist customers with their questions. This includes:

1. Sharing knowledge and information about processes among team members by updating knowledge base application and inter-department notification process.

2. Regularly communicating with one or more of the process teams that Customer Care supports, attending their team meetings as required and informing them of customer issues.

3. Provide feedback through appropriate channels to facilitate process improvement and optimize operational efficiency.

? Prepares reports and analyzes data to identify important customer issues, trends, and improvement opportunities.

? Educates and trains customers over the phone and via email on how to solve basic process problems and how to use existing systems and processed more effectively.

 

OR

 

 Payroll & Benefits Customer Care Specialist

 

Key Qualifications and Requirements:

 

? A High School Diploma is required

? Some college courses in Business Administration a plus.

? Two years of experience in a customer service position is required. 

? Must have knowledge of computer systems, specifically the use of desktop software such as Microsoft Outlook, Excel, and Word.

? Knowledge of the use of complex Enterprise Resource Planning software is preferred. 

? Must understand and utilize sound customer service skills to exceed internal and external customer expectations. 

? Must be able to maintain the highest levels of customer care while demonstrating a friendly and cooperative attitude.

? Must be able to communicate effectively both in writing and verbally, shifting communication styles depending upon the audience.

? Must be able to compile, analyze and report customer data (i.e. call volume, issues, resolutions, frequencies) with the ability to pay attention to detail.

? Must be able to assess and monitor own performance.  Must be able to speak, listen, and write clearly and concisely.

? Must have the ability to work individually but interactively in a fast paced team environment.

 

Key Responsibilities and Accountabilities:

 

? Answers incoming calls from customers requesting assistance (Payroll & Benefits), including collecting critical customer information, providing the solution whenever possible, and assigning more complicated requests to appropriate people for resolution - following up on assigned calls to ensure resolution.

? Logs issues in our database and follows customer issues through to resolution.

? Keeps up-to-date on Payroll & Benefit processes in order to assist customers with their questions. This includes:

1. Sharing knowledge and information about processes among team members by updating information in knowledge base application and inter-department notification process.

2. Regularly communicating with one or more of the process teams that Customer Care supports, attending their team meetings as required and informing them of customer issues.

? Makes return calls to customers on their issues when necessary to provide resolution or approximate completion time.

? Educates and trains customers over the phone on how to solve basic process problems and how to use SAP systems more effectively.

 TO APPLY PLEASE EMAIL YOUR RESUME AND SALARY REQUIREMENTS TO BSGJOBS@SOUTHERNWINE.COM