Customer Service Representative

Job Title: Customer Service Representative

Location: New Rochelle, NY – Fully On-Site

Compensation: $40,000-$46,000 Annually (Salary is contingent on candidate's experience)

Type: Full-Time

About the Role:

Tri-Vin Wines and Spirits is seeking a highly skilled and motivated Customer Service Representative to join our team. In this role, you will serve as a first point of contact for customers who have questions or issues regarding the products the company sells. The position supports customers by phone and email and assists with order processing, product information, payments and/or returns, and other day-to-day service needs.

The ideal candidate is customer-focused, organized, and comfortable working in a busy, fast-paced environment. This role requires strong communication and problem-solving skills, and close attention to detail. An interest in account management and client services is also valued.

Key Responsibilities:

Customer Service & Call Management

• Provide exceptional customer service and support to customers.
• Respond to customer inquiries via email and telephone.
• Answer phones in a busy, fast-paced environment and transfer callers to the appropriate personnel or departments.
• Provide customers with product information and research required information using available resources.
• Follow up on customer calls where necessary.

Order Processing & Sales Support

• Assist the Sales Department with order processing.
• Process customer orders accurately and efficiently.
• Maintain a high level of productivity and accuracy in order entry.

Issue Resolution & Escalation

• Handle and resolve customer complaints in a professional and courteous manner.
• Identify and escalate priority issues when appropriate.
• Route customer questions and issues to the appropriate departments for resolution.
• Follow through on open customer issues and requests as needed.

Administrative & Customer Service Support

• Complete call logs and daily route sheets.
• Maintain organized and accurate records related to customer calls, orders, and follow-up activity.
• Prioritize assignments, manage multiple tasks, and perform other work-related duties and projects as assigned.

Qualifications:

• 4 years of experience in customer service or a similar role
• Hospitality and/or wine industry experience preferred; experience outside the wine industry will also be considered
• Proficiency in Microsoft Office, including PowerPoint, Excel, Word and Microsoft Dynamics 365 Business Central
• Willingness and ability to provide exceptional customer service
• Excellent interpersonal, organizational, and communication skills
• Ability to work under pressure and manage multiple tasks effectively
• Strong team-player mindset and problem-solving skills
• High level of productivity and accuracy in order entry
• Pays close attention to detail

Compensation & Benefits:

At Tri-Vin Wines and Spirits, we believe our people are the key to our success. We offer a competitive base salary and a comprehensive benefits package designed to support our employees and foster long-term career growth.

Our benefits package includes:

• Medical, dental, and vision insurance
• 401(k) retirement savings plan with company match
• Paid time off and company holidays
• Disability and life insurance coverage
• Flexible spending accounts (FSA)
• And additional benefits and employee programs

We also provide opportunities to deepen your knowledge of the wine and spirits industry while supporting professional development and career advancement across the organization.

Diversity & Inclusion Statement:

Tri-Vin Wines and Spirits is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and do not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.