What You Need To Know
Overview
The Customer Advocate support customers in resolving issues related to self-service experience. Ultimately, the goal is to provide the highest customer satisfaction by providing better visibility and faster resolution of customer-related issues.
Primary Responsibilities
• Navigate customers through the process of submitting an order through the self-service portal
• Answer inquiries regarding customers' accounts
• Keypunch supplier and sample withdrawals
• Electronic imaging
• Research shortage and miss-shipped claims
• Process/enter orders and pick-ups
• Handle calls from customer service queue
• Process winery direct orders
• Scan and index customer credit files into the imaging system
• Add partners, drop partners, self-incorporated accounts and inactive systems.
• Identify outdated, obsolete and duplicate documents from customer files
• Handle all salespersons changes at the beginning of each month
• Research returned mail with an incorrect address and make the necessary corrections
• Handle delivery claims and logs (shortage claims, miss ships, etc.)
• Pull faxes and invoices off the printer and distribute them to appropriate desks. Communicate with the sales force, customers and A/R
• Perform the job in accordance with company and departmental policies and procedures
• Perform other related duties as assigned