Skip Navigation
Current SGWS Employees >
Search Careers

Search Careers

Search Careers by Location

Job Description

Customer Service Representative

Job ID BOL00000441 Date posted 04/22/2019

The Customer Service Representative assists with customers in response to inquiries about products and services. Assists customers with placing product orders.

Duties and Responsibilities

  • Assist specific customers in the division with back-office processes (e.g., order processing, customer service, accounts receivable, etc.); work in conjunction with back-office resources who perform similar functions
  • Resolve internal and external customer issues by returning/acknowledging phone calls and emails in a timely manner and providing responses and resolutions in a reasonable amount of time
  • Setup and maintain customer master data in the Sapphire application
  • Process and communicate “Lost Discounts”
  • Maintain effective and consistent communication with the sales force and employees
  • Answer general Salesforce questions and resolving issues
  • Provide invoice copies and other document/information requests
  • Monitor missing invoice report and work with delivery department/cashier to ensure all proof of delivery is on file
  • Process incoming orders from customers; process pickups and returns per the established pickup and return policy
  • Assist sales force with issues relating to order submission (e.g., Topaz issues), answer general order inquiries
  • Provide first level support and minimize call transfers
  • Process credits on product returned to the warehouse by drivers or through pickup slips
  • Separate saleable and non-saleable credits for submission to Accounting for processing
  • Process discount debits/credits when approved by brand managers
  • Verify all debits/credits processed the prior day
  • Stay abreast of state-specific alcoholic beverage laws
  • Answer questions for accounts involved in the accounts receivable process
  • Enter and process payments brought into the site from customers and address any payment related issues directly with the Salesforce and customers
  • General customer collections as requested by Accounts Receivable, utilizing the established delinquency, aging, and dunning guidelines
  • Cross-train with Accounts Receivable and Cashier team members to serve as a backup when needed
  • Other job-related duties as assigned


Minimum Qualifications
  • High school diploma or equivalency plus one year of experience
  • Proficiency using Microsoft Excel spreadsheets in creating pivot tables, develop charts, and complex formulas
  • Ten-Key by touch proficiency
Preferred Qualifications
  • Bilingual (English/Spanish)
  • Knowledge with Generally Accepted Accounting Principles, federal regulatory guidelines, and organizational objectives
  • Excellent accuracy and attention to detail skills to process large numbers of invoices
  • Experience working in a general office environment/ back-office Accounting experience
  • Critical nature of this job may require extended hours, overtime and weekends; particularly during busy season and physical inventories
  • Beverage distribution industry knowledge
  • Knowledge of warehouse rules, regulations, and safety procedures
  • Strong communication skills – written, verbal, persuasion, motivation, facilitation of strong working relationships
  • Knowledge of other MS Office Suite and/or software applications related to job functions
  • Excellent interpersonal, customer service, analytical/problem solving, problem management, presentation development, presentation, and communications skills
Physical Demands

Primary Location:United States-Illinois-Bolingbrook
Shift:Day Shift

Southern Glazer’s Wine and Spirits provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.

Apply Later

Have an HR comment, question, or need more information about career opportunities at Southern Glazer's Wine & Spirits? Click here.

Careers Near Me

View All of Our Available Opportunities

Careers at Southern Glazer’s Wine & Spirits:
Uncork Opportunity

Sign up for our job alerts. We’ll let you know when there is a post that suits your tastes.