Sr. Customer Care Associate Level 2 - 100% Remote

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Time Type

Full time

Remote Type

Remote - Florida

Job Family Group

Sales

Job Description Summary

The Senior Customer Care Associate 2 is responsible for providing world-class service in an e-commerce and call center environment servicing customers via phone, email, and live chat by triaging and resolving complex service issues on the site; assisting internal and external customers with questions and complex issues; resolving Cherwell tickets; providing resolutions promptly; coordinating with local service teams to ensure the accurate escalation of customer issues, and supporting the sale and marketing of our suppliers to our key accounts from chain and national customers.

Position Hours: Monday - Friday 9:30 AM - 6:00PM EST

Job Description

Job Responsibilities:

Manages and processes inquiries from customers through organization’s e-commerce site.

• Maintain records of customer issues and accurately logs customer interactions and correspondence.
• Works closely with the B2B ecommerce team to ensure customers have access to site with proper pricing and product information.
• Conducts detailed research to ensure customers have a positive, quality experience with us. Diagnoses and provides clear advice on what the user can do to solve their problem.
• Ensure sales are captured by responding to customers and addressing issues accurately and efficiently.
• Ensure customer inquiries are successfully resolved using multiple customer support tools (including conducting research in SAP and/or contacting business units as appropriate).
  
  

Manages and processes orders for Key Accounts received from chain and national buyers.

• Utilizes 3rd party systems to retrieve orders.
• Works closely with the markets to ensure VIP customers have proper pricing and credits.
• Ensure that sales are captured by responding to customers and entering orders accurately and efficiently in SAP.
• Ensure customer inquiries are successfully resolved using multiple customer support tools (including conducting research in SAP and/or contacting business units as appropriate).
  
  

Maintain world class standard of customer service.

• Successfully perform against department scorecards and metrics.
• Identify and seek to continuously exceed service requirements of business units by building and managing relationships with customers and contacts at each unit.
• Have world-class customer relations by developing a rapport and actively listening to gain more information where necessary to provide consultative support and recommendations.
• Identify and evaluate opportunities to increase customer retention, maintain customer confidence, protect operations by keeping information confidential, and sustain satisfaction by suggesting alternatives to out of stock or limited quantity items and informing customers of available deals, etc.
  
  

Other duties, as assigned by the jobholder’s supervisor, may also be required.

Minimum Qualifications

• Bachelor’s degree in related field and/or equivalent training and work experience
• Minimum of 2 years’ experience in a customer service role
• Minimum of 1 years’ technical experience with remote desktop application and/or help desk software
• Proficient PC skills using MS Office and other various computer programs including presentation software
• Must be a results-oriented professional with verbal/written communication skills using diplomacy and discretion as well as customer service skills
• Ability to multi-task, work independently and/or within a team, pay attention to detail and meet deadlines
• Analytic and Reporting skills
• Utilize sound judgement and problem-solving skills
• Ability to work in fast-paced, high-volume, team environment
  
  

Preferred Qualifications

• Experience in consumer products or distribution industry
  
  

Physical Requirements

• While performing the duties of this job, the employee is regularly required to, stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone
  
  

Competencies

• Accountable for results which impact the department.
• Selects best option from a set of defined procedures/ solutions using common sense and experience of similar situations.
  
  

This job description is only a summary of the typical functions of this position, not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties. Responsibilities, tasks, and duties of individual jobholders may vary from the above description.

Compensation: $22.00/HR (Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant’s skills and prior relevant experience.)

This position is eligible for health care benefits, life insurance, time off benefits and participation in the Company’s 401(k) plan.

Breakthru Beverage Group is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information and other legally protected characteristics. The EEO is the Law poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) . If you need a reasonable accommodation because of a disability for any part of the employment process, please call (708) 298-3536 and let us know the nature of your request and your contact information.