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Customer Service Coordinator - Americas Travel Retail - Miami, FL

Ref: 432 Date Posted: Wednesday 12 Jun 2019
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Edrington Americas is currently seeing a Customer Service Coordinator to join our Americas Travel Retail team. The Customer Service Coordinator will work under the supervision of the the Finance & Supply Chain Manager and will be responsible for ensuring all orders are filled and processed in line with our commitments to our customers. The Customer Service Coordinator will be an accessible point of contact for customers, answering questions regarding our products and processes. This will include assisting in resolving issues, and escalating issues incurred in the supply chain process, verifying and resolving delivery timing and pricing errors, required documentation and/or satisfaction of an order’s fulfillment. 

Job Responsibilities

  • Provide a courteous approach to customer service when managing high volume inquiries, via phone and email
  • Process all orders submitted by customers (30+ customers and 5 suppliers) in a timely manner in SAP
  • Participate in demand planning meetings with supply chain analyst, commercial team and finance to enable delivery of annual plan/forecasts
  • Complete required documentation for new customers and provide forms required by customers to fulfill purchase orders
  • Handle relevant import / export documentation
  • Maintain tech specs for all SKUs and coordinate with suppliers to obtain specs for new brands
  • Maintain high degree of electronic organization (SAP reporting and demand planning tools – APO) on order processing and shipment tracking
  • Help perform annual inventory count and monthly inventory reconciliations
  • Pro-actively provide customers with communication and solutions when expectations cannot be met
  • Demonstrate excellent verbal and written communication skills and incorporates “white-glove” mentality into all aspects of the role
  • Incorporates understanding of Edrington business into decision making and develop solutions that balance Edrington ways-of-working with customer expectations
  • Develop awareness of the business environment and the ability to flag issues with compliance, allocation and improper practices
  • Escalate issues as needed to the appropriate channels

Knowledge, Skills & Core Competencies Required 

  • Bachelor’s degree, or equivalent experience
  • 1-2 years of customer service experience within luxury brands
  • Experience in Supply Chain preferred
  • High degree of proficiency in MS Excel
  • SAP experience, preferred
  • Excellent oral and written communication
  • Spanish language fluency, a plus
  • Energetic, passionate, and able to work in fast-paced environment
  • Eligible to work in the US
  • At least 21 years of age
  • In this position you should be able to demonstrate the leadership standards (Inspire, Change, Collaborate, Engage and Deliver) within your role on a day-to-day basis

Benefits & Perks

  • Competitive salary
  • 100% employer paid premium medical, vision, and dental coverage
  • 401k with company match
  • Flexible Spending Account
  • 100% employer paid premium long and short term disability
  • 100% employer paid premium life insurance and AD&D insurance
  • Additional life insurance options
  • Flex time
  • 13 Paid Holidays
  • 25 PTO Days
  • Summer Fridays Program
  • Employee Assistance Program
  • Generous employee referral program
  • Discounts platform access 
  • Paid parental leave
  • Pretax parking/commuter benefit
Edrington provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to general legal requirements, Edrington complies with applicable federal, state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.