Cust Care Associate II

Summary

The Customer Care Associate I will be responsible for building relationships with new and existing customers that fall into one of two categories: 1) customers designated as “VIP” by RNDC Sales, Operations, etc. to help support the sales organization 2) chain customer with regional and/or national accounts. In striving to deliver an exceptional level of “white glove” service for this customer segment, the individual will be proactively engaged in supporting relevant marketing programs, preparing account-related collateral, and helping in identifying and solving ongoing problems/issues.

In this role, you will

• Support sales account and/or chain representatives/management in helping to define, grow, and maintain relationships with VIP account buyers to proactively define their future needs. 
• Leverage ongoing contact with VIP customers to support relevant programs/initiatives from Sales and Marketing, assisting in the additional generation of volume/revenue where possible. 
• Assist sales representatives and chain managers with identifying, preparing, and/or documenting VIP-account-related collateral (e.g., account status, reporting trends, sales presentations). 
• Identify and prioritize issues/problems and assist in the planning and coordination of timely solutions.  
• Participate in customer meetings as appropriate to ensure awareness, understanding, and involvement in operational issues and potential revenue opportunities.  
• Build, maintain, and demonstrate in-depth working knowledge of all technology and/or reports required (e.g., 9ci, e-RNDC) to support customer requests. 
• Monitor and resolve problems, questions, and/or inquiries from external and internal customers (e.g., Drivers and Sales team members) regarding applicable customer account details (e.g., one-off changes to orders, requests for delivery information, inquiries for relevant documents). 
• Appropriately redirect non-applicable incoming customer care e-mails/calls/e-inquiries to other parts of Enterprise Business Services (e.g., AP, AR) or RNDC (e.g., Sales) as necessary. Work collaboratively with other internal team members and customers as needed to obtain required information from and share results with appropriate stakeholders. 

What you bring to RNDC

• High school degree or higher; one to three years of job-related experience; or equivalent combination of education and experience. Associates degree or higher and three plus years of job-related experience preferred.  Prior major account customer support experience strongly preferred. 
• We are an Equal Opportunity employer. 

What's in it for you

• 401(k) with company matching 
• Medical, dental and vision benefits* 
• Generous paid time off program – work your way up to 5 weeks of PTO a year with the ability to carryover unused PTO 
• Paid volunteer time 
• Paid parental leave 
• Paid caregiver leave 
• Fertility benefits  
• Paid training 
• Company paid life insurance, short-term disability, and company-paid holidays 
• Associate resource groups, and diversity, equity, and inclusion programs available for all associates

*Participation in these programs are subject to applicable wait periods and all plan and program terms and eligibility 
COVID-19 considerations: 
We follow CDC Guidelines and have a fun and safe environment for our teams. 

Bonus if you bring

• Bachelor’s degree  
• Previous experience in the Wine and Spirits industry 
• WSET certifications