This position is the primary contact for Empire Merchants North customers and sales employees regarding customer inquiries and customer orders. Maintain and build customer satisfaction. ESSENTIAL POSITION RESULTS Receive customer, driver, and sale rep calls by answering phone, email or other communications for, but not limited to, credits, returns and exchanges, researching particulars for pricing and quantity discount disputes, invoice or credit copies, placing new phone or online orders and questions. Cross train to support accounts receivable; receive calls from customers and drivers for but not limited to balances owed EMN, credit terms etc. Document customer requests regarding delivery on Shared Excel Logistics Tracker Research customer inquiries; short shipments, mis picks, delivery time, etc. by communicating with logistics, operations, or inventory departments. Support sales associates inquiries by answering questions and helping to direct the appropriate dept if needed. Report all customer correspondence and/or issues to Team Lead Provide Reception duties on a shared rotational schedule but not limited to schedule. Duties performed at reception include, but are not limited to scanning of credit, will call and/or delivery invoices. Process/and or assist in credits. Will Call procedure. Ensure that all NY State Liquor Authority credit regulations are adhered to. Communicate and understand the customers calls by listening with a focus on the customers needs while maintaining company policies and procedures. Maintaining a positive and friendly attitude by listening and responding to all customer and EMN employees. Maintains a safe and clean working environment by complying with procedures, rules, and, regulations.
