Customer Success Consultant

Job Description

Customer Success Consultant
Full Time
Miami, FL
Customer Service

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.

Primary Responsibilities
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

Additional Primary Responsibilities
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

Minimum Qualifications
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
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