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Southern Glazer's Wine and Spirits Statewide Customer Service Analyst in Syracuse, New York

Job Description

Basic Function: The Statewide Customer Analyst reports to the Statewide Customer Development Manager. This position is primarily responsible for high level customer support, customer data analyzation and handling of escalated customer service issues. In addition, this position works with the Statewide team to review and improve current systems/processes related to the customer experience, handle user interface for all division system User Acceptance testing as well as the management of assigned special projects.


  1. Handling the collection, analyzation and interpretation of data and statistics in support of our customer operations.

  2. Provide high level customer support to assigned accounts including Bill and Hold reconciliation, providing analytical reports as needed and acting as liaison between the customer and our Operations team.

  3. Provide high level support to sales with regards to assigned accounts with regards to limited availability, account management and escalated customer service support while assuring compliance with SLA regulations and SGWS policies.

  4. Work with Statewide manager on the preparation and distribution of required customer reports to divisional Sales Management and/or warehouse operations.

  5. Participate in team review of new processes and develop requirements for enhancements to existing processes as they relate to the customer experience.

  6. Participate in all NYS User Acceptance Testing for all technology improvements related to customer experience.

  7. Responsible for program development, management and oversight of assigned special projects which may include leading a team of divisional users and reporting updates to Statewide manager.

  8. Maintain positive and effective relations with the divisional Customer Assistance teams, Warehouse, Delivery, Sales and Trade Development.

  9. Gain knowledge of related union rules and requirements

  10. Gain knowledge of SLA laws pertinent to department and assure compliancy


Required Skills:

· Superior organizational skills and precise attention to detail

· Ability to manage multiple projects/deadlines with high degree of accuracy and timeliness

· Effective written and verbal communication skills

· Advanced competency using MS Excel

· Excellent quantitative, problem solving ability

· Good knowledge of Sapphire Billing and Distribution System

· Detail-oriented

ReferenceNumber: SYR00000227

Category: Customer Service



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