Customer Service Representative

Position Purpose

As part of the Supply Chain team, this Customer Service Representative works under minimal supervision and cross-functionally with Sales, Marketing, Compliance and other Supply Chain departments to ensure efficient and timely end-to-end customer order management. This position ensures the smooth flow of product and information, while fostering and managing great relationships with distributors and internal customers to maximize customer satisfaction and position Delicato Family Wines as a preferred supplier.

Essential Duties

• Maintain a positive, empathetic and professional attitude towards customers and peers
• Efficiently and effectively manage customer orders from end-to-end ensuring a smooth flow of product shipments in full while minimizing service level disruptions
• Manage sample ordering and packing process from end-to-end guaranteeing accurate and timely deliveries of internal Sales and Marketing requests.
• Understands and leverages both SAP and Esker transactions ensuring accuracy and efficiency of Order Management process 
• Maintains timely and effective communication to internal and external customers regarding order and product  status information
• Preserves sustainable relationships and trust across Delicato while fostering collaborative relationships and interactive communication with Distributors.
• Investigate and resolve customer inquiries and issues in a productive and timely manner
• Provides reporting from Infoview and SAP to support Customer Service leadership with timely and accurate information
• Backs up other team members and maintains essential information pertinent to assigned customer territories to ensure effective coverage and knowledge continuity
• Performs testing for system enhancements, changes, and upgrades as directed by Customer Service leadership
• Actively participates in projects impacting Customer Service, i.e., acquisitions, new product launches, IS initiatives, special sales programs and promotions

*Other duties may be assigned

Non-Essential Duties

*Other duties may be assigned

Minimum Requirements

Education and Experience

• Bachelor’s degree in Business, Supply Chain or related field preferred 
• 5+ years progressive experience in a Customer Service or Supply Chain related field within the consumer goods industry
• Strong working knowledge of Order Management best practices

Knowledge, Skills, and Abilities

• Demonstrate high attention to detail
• Ability to work with minimal supervision while identifying opportunities for Order Management process improvement 
• Must have excellent communication skills and ability to communicate with all levels of management. 
• Ability to work in a fast-paced environment and manage multiple inputs and variables related to Order Management
• Expertise with MS Office Suite with ability to build and update intermediate excel workbook’s
• Working Knowledge with SAP SD, Elementum or Esker Order Management Systems a plus

Working Conditions

• General office environment

Work Standards

• Acts in a manner reflective of the Company culture of High Moral Standards, Innovation and Continuous Evolution, Trust in Team, Continuous Improvement, and Sustainable Relationships
• Communicates, interacts, and works effectively with others; receptive to feedback and coaching; voices concerns in a constructive manner
• Demonstrates commitment to safety first; communicates safety concerns; promotes a safe work environment based on established safety standards and training
• Follows all Company policies and procedures

Additional Comments

Management retains the discretion to add to or change the duties of the position at any time.