Customer Service Associate

$50,000 - $55,000/Yr

Zachys Wine International - Port Chester, NY

Full-time - Entry Level

Port Chester, NY

Food and Beverage Retailers

About the position

The Customer Service Associate at Zachys Wine International is responsible for delivering exceptional customer service and support to clients. This role involves addressing inquiries, resolving issues, and ensuring customer satisfaction through effective communication and coordination with various internal and external resources. The position requires a friendly demeanor and professionalism while managing a high volume of customer interactions across multiple channels.

Responsibilities

• Respond promptly to customer inquiries through various communication channels (phone, email, chat, or in-person) with professionalism and courtesy.
• Support the CS Call center queues to ensure client satisfaction by ensuring availability in the queue during hours worked.
• Provide clear and accurate information to customers regarding products, services, orders, and policies.
• Handle customer complaints and concerns effectively, finding solutions that align with company policies and customer satisfaction goals.
• Escalate complex issues to the appropriate departments for further investigation and resolution based on escalation policy.
• Proactively engage with customers to build and nurture positive relationships, ensuring they feel valued and understood.
• Adhere to established company processes and procedures related to customer service, ensuring consistency and quality in customer interactions.
• Organize high volume of outgoing property shipments across various carriers and methods.
• Liaise with Wine Specialists to coordinate clients' requests as applicable.
• Liaise with inventory and shipping departments to coordinate clients' logistical requests.
• Assist with auction pre-registration and bid department functions as necessary.
• Attend auctions and service auction registration desk as necessary.

Requirements

• At least 2 years of customer service experience is required handling storage client expectations.
• Strong communication skills, both oral and written, are essential.
• Proficient with Microsoft Office, especially Excel and Outlook.
• Basic accounting and inventory/CRM systems knowledge a plus.
• NetSuite experience welcome but not required.

Nice-to-haves

• Retail and/or restaurant experienced applicants are encouraged to apply.