Customer Service Representative

Overview

This key role acts as a liaison, providing effective customer service for all internal and external departments by using excellent, in-depth knowledge of company products and programs. The candidate gives a prompt response to all email correspondence, focuses on requests inbound via Service Cloud, and communicates effectively with team members within the department and other company personnel to advance the service level.

Immediate attention is provided to resolving invoice discrepancies via EPOD workflow.

• Intake and respond to incoming sales requests and other communication sources to ensure complete satisfaction.
• Manage inbound calls and re‑route escalations to the creation of cases in Customer Relationship Management (CRM).
• Respond to incoming calls, emails, and Service Cloud cases, including product inquiries, technical issues, and billing concerns, to support a 400+ Salesforce and sales management team with a 7,000+ customer base.
• Communicate requests for additional information and status updates to sales teams.
• Fulfill needs quickly and efficiently, providing the highest level of customer service and accurate resolution or information.
• Utilize existing processes and systems to determine request resolution using critical thinking to ensure requests are managed and completed thoroughly and correctly.
• Develop escalation paths for aging sales requests and articulate resolution requirements to cross‑functional team members.
• Provide product/service information and resolve any concerns or problems faced by customers and Salesforce, optimizing operations and sales effectiveness.
• Handle invoice discrepancy requests, issue credits or negative credits (N/Cs), and ensure invoice pricing and RIPs are complete with appropriate analytical considerations.
• Collaborate with Experience Leads on the implementation of new ideas, projects, and technology to innovate the Experience Team.

• High school diploma or associate degree (preferred).
• 3–5 years of customer service, supervisory, or sales experience.
• Experience in an automated service center with a fast‑paced, high‑volume, and multi‑cross‑functionality department (preferred).
• Proficient in Microsoft Office Suite, adaptable to mainframe applications and pricing calculations. Excellent writing, listening, organizational, and people skills.
• Functional system understanding in WMS, Diver, EBiz, Microsoft Office, SharePoint, and BI tools.
• Ability to work under pressure and during non‑traditional business hours, including evenings, nights, and weekends, when required.
• Strong communication skills—verbal, presentation, and writing.

• Starting salary: $20 per hour.
• Potential eligibility for a discretionary bonus.
• Comprehensive benefits package including Medical, Dental, Vision, 401(k) plan with company match, Life Insurance, Long‑Term Disability, Flexible Spending Account, Employee Assistance Program, and Pet Insurance.

Allied 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, or any other legally protected characteristics.

Allied Beverage Group uses artificial intelligence (AI) tools to support the initial review of applications. These tools assist our recruiters in identifying qualifications and experience that align with the requirements of each role, but final hiring decisions are made by human recruiters and hiring managers.