Customer Service Representative

Description

Twin Liquors isn’t just another job – it’s a passion, it’s a career. Born and raised in downtown, Austin in 1937, family owned, Twin Liquors began as one small store and has emerged into a “home grown,” successful Austin company that has a unique and well-respected reputation throughout the United States for having impeccable team members, outstanding customer service, conveniently located stores, extensive selections of fine wines and premium spirits from around the world, and substantial community involvement. 

We believe in rewarding outstanding work, developing employee’s careers and building long-term relationships with our customers and employees. Our warehouse team is a critical part of our operations, and each associate is a key part of that success. The ideal candidate must be able to keep up with the face pace demands of a warehouse, proactive, energetic, dependable, resourceful, detail oriented and have a great work ethic. 

Responsibilities:

• Processes orders for Spirits, Fine Wine, etc. received by mail, telephone, fax, E-mail or personally from customer or company employee by performing the following duties. 
• Edits orders received for price and nomenclature. 
• Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer. 
• Writes or types order form, or enters data into computer, to determine total cost for customer. 
• Prints shipment documents and forwards to the Customer Service Manager for review. 
• Records or files copy of orders received. 
• Follows up on orders to ensure delivery by specified dates. 
• Computes price, discount, sales representative's commission, and shipping charges as required. 
• Prepares invoices and shipping documents such as export papers, commercial invoices. 
• Checks shipping orders to ensure they are accurate with regards to quantity shipped; this is done by comparing shipping documents with computer generated reports. 
• Specifies if special labeling is required for shipment and in some instances supplies to the shipping department. 
• Receives and checks customer complaints. 
• Confers with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments. 
• Compiles statistics and prepares various reports for management. 
• Types quotes and maintains files for all quotes that are processed. 
• Maintains customer name and address data base. 

Requirements

To perform the job successfully, an individual should have the following qualifications and demonstrate the following competencies: 

• 21 years of age or older
• Strong knowledge of company policies, goals and standards. 
• Ability to act with integrity, honesty and professionalism.
• Excellent analytical, organizational, and oral and written communication skills.
• Confident and comfortable engaging customers to deliver an elevated experience and to provide excellent customer service to all customers and partners. 
• Excellent interpersonal skills and ability to communicate effectively with other Team Members and leadership.
• Ability to use technology applicable to the position and access information necessary to complete daily responsibilities.
• Ability to follow directions and established Initiate completion of tasks or activities without necessary supervision.
• Problem solving skills, especially in situations of high stress. 
• Ability to multi-task and prioritize assignments, with ability to meet deadlines and commitments.  
• Ability to demonstrate accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Full knowledge of all TABC regulations that apply to the company.  

Physical Requirements

• The ability to sit for 4 hour intervals, for a total of 8 hours per day, for up to 40 hours per week.
• The ability to frequently lift up to 50 pounds, repeatedly.
• The ability to work 8 hours at a time.

Supervisory Responsibility

This position has no direct reports.   

Expected Hours of Work

A typical work week includes Monday-Saturday (business is closed every Sunday).  

The requirements for hours of work are stated below:

• Availability to work all regular hours scheduled by a member of management per week
• Availability to work hours within 9:00am-9:30pm
• Availability to work closing and opening shifts  
• Availability to work on weekends and holidays

Travel

 Minimal to no travel within multiple Texas locations in all major cities/regions.

Preferred Education and Experience

High School Diploma or GED equivalent is required. 

1-3 years customer service experience preferred. 

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.