About Us: TradePulse is the beverage alcohol industrys most comprehensive information reporting service for sales, distribution and inventory management. TradePulse provides the critical market specific information you need to increase product placements, build sales volume and improve revenues and profitability. Originally developed over ten years ago, TradePulse has been transformed by knowledge industry engineers into a web-based, highly efficient management tool. TradePulse has grown into a major company, with more than 800 U.S. distributors providing confidential depletion data covering about 1,500 markets each month. Clients include dozens of leading alcohol beverage companies including: wineries, spirits companies, breweries, importers, and beverage alcohol sales and marketing companies. For more information please visit www.tradepulse.com.
TradePulse is a business unit of Winery Exchange. Winery Exchange is the leading developer of private label beverage alcohol brands for major US and International retailers. Winery Exchange offers a work environment that is fast paced, entrepreneurial, and focused on core competencies such as service, teamwork, respect, and self leadership. For more information please visit www.wineryexchange.com.
If you are interested in the position below please submit your resume and cover letter to wxjobs@wineryexchange.com. Please include in your cover letter the following information:
1) an example of how you used SQL to solve a business requirement, either in a school project or in a previous job
2) salary requirements: this position has a specific budget and this is required to be considered.
3) confirm ability to commute to Novato location during normal business hours. This is not a telecommuting opportunity
4) please confirm that you are legally able to work within the US, without restriction
About this position:
The position below is great for someone with a few years of experience in a technical support role and interested in developing further skills. Ideal candidates demonstrate ability to quickly learn and develop skills with SQL & Crystal Reports, while also having excellent communication and customer service skills.
Job Title: Level 1 - Client Services Analyst
Department: TradePulse
Reports To: Client Services Manager
FLSA Status: Salary
SUMMARY: First point of contact for customers and users of TradePulse online reporting services. As part of the client services team, quickly responds to phone and e-mail inquiries related to our services. Manages the resolution process by either solving customer issues directly, or referring and/or delegating to appropriate parties. Seeks to operate on a strategic level to offer initiatives to better serve our customers. Works in conjunction with the Production Team to ensure completion of customer issues and follow up communications. Initiates contact with customers on a proactive basis consistent with the overall objectives of the business unit and goals to secure excellent customer service ratings and references.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail requests for assistance from users of our services.
Interviews user to collect information and leads user through diagnostic procedures to resolve issues.
Handles issue recognition, research, isolation, resolution and follow-up for routine user issues, referring more complex issues to Level 2 support or management. Must manage resolution process to completion, including follow-up with client.
Logs and tracks inquiries, and maintains records and related documentation.
Prepares standard statistical reports, including general metrics and incident reports.
Analyzes and evaluates inquiries and makes recommendations to improve communication and customer satisfaction and increase user adoption rates.
Manages quality assurance process and performs diagnostics on services prior to release to clients.
Manages database of users and assigns levels of access to online services.
Develops and conducts regular survey processes to collect feedback from users, documents and communicates results to the management team.
Assists in developing training materials and trains users via phone and in-person. Must be comfortable giving presentations.
SKILLS & EXPERIENCE REQUIRED:
B.A. in Computer Science or equivalent 5 years experience in technical support client service facing role.
1-2 years experience using SQL
1-2 years experience in client services related position
Excellent communication/customer service skills
High level of analytical and problem-solving skills
Extremely organized and self-motivated
Pleasant, patient, and have a positive attitude
Excellent phone skills and writing skills
Able to work under minimal supervision
Ability to work within a small company in a team oriented environment
Intermediate level of basic Office Suite software and Internet proficiency
PHYSICAL DEMANDS:
Requires sitting at a workstation and using a computer 6-8 hours a day. The position does not require physical effort. This position is not subject to Occupational Health and Safety Risks. The position requires considerable concentration and creativity. It is subject to stress caused by a changing environment, diversity in the organization, tight deadlines and workload.
WORK ENVIRONMENT:
Typical office environment.
- Compensation: up to 45k DOE
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.
