Customer Success Consultant

Overview

• The Customer Success Consultant will be the juncture between the Customer Success team and the National Accounts On-Premise customers. This role will work towards the overall communication, planning and implementing of compliance, digital needs of the National Accounts On-Premise customers.

• Establish and develop quality customer relationships by delivering exceptional customer service, establishing rapport, 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
• Work with National Account On-Premise customers to understand digital needs, communicate future enhancement requirements to our technical team and drive Proof Enrollment and Adoption
• Acquire in-depth industry and company knowledge to articulate product features, benefits, and pricing and make recommendations to include core and innovative products within the compliance guidelines for that National Account
• Accurately and effectively handle large volumes of orders and inbound support calls for a variety of customers with a unique set of needs (e.g., corporate vs franchisee dynamics, Authorized Products, varying escalation paths)
• Able to work under time pressure and maintain/produce accurate Customer Records to reflect account status while providing a high level of service and efficiently resolving concerns posed by the customer

• Responsible for complex problem-solving with a positive and professional demeanor
• Ensure timely and accurate output of all work
• Report to work daily, work your full shift and adhere to Southern Glazer’s Time and Attendance Policy
• Must be flexible and able to work any hours that the call center is open. Shifts may change.
• May be required to work many holidays and weekends and the team will be asked to fulfill the business need.
• Perform other work-related duties and special projects as assigned

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

• 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, an Affimative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants and for employment 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. SGWS complies with all federal, state and local laws concerning consideration of a qualified applicant's arrest and/or criminal conviction records. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees.

Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.