Advisor, Product Support
(Wine Jobs:
Sales & Marketing)
Full Time
Constellation Brands, Inc.
Mississauga,
Ontario
Position Summary:
As a key member of the RJS Craft Winemaking Sales team, the Product Support Advisor is knowledgeable with respect to all RJS Winemaking products, understands the craft of winemaking and beer making process and troubleshooting techniques in detail and is able to communicate the same clearly and consistently in written and verbal form to Independent Retailers (“customers”), consumers and RJS team members.
Key Responsibilities:
• Assist Inside Sales Team by answering product and service inquiries, informing customers/consumers about products and providing product support in a busy call center environment
• Ensure all product support calls are answered with courtesy and respect and ensure exceptional service consistently.
• Act as an ambassador for the company representing its mission and values consistently.
• Establish and maintain a good working relationship with all departments as well as with customers/consumers.
• Work to develop best practices and standards with respect to end user recovery when a product/process issues arise to ensure a fair and timely resolution.
• Thoroughly investigates issues to ensure an accurate fact- based assessment and understanding to determined and develop the correct solution.
• Follow up with internal/external customers in a timely manner to ensure resolutions and solutions are communicated clearly by phone, email, mail or social media.
• Record and maintain tracking records and documentation related to quality control and summarize trends/patterns of incoming issues for analysis.
• Communicate all product/process issues promptly and accurately to the appropriate department/s (i.e. R&D, production, marketing, sales and/or customer relations) and work collaboratively to identify root causes and offer meaningful solutions.
• Assist with replacement of wine kits and components to ensure customer/consumer needs are met.
• Other duties as assigned such as assisting Inside Sales and processing orders as required.
Communication Competencies:
• Oral Communication: Presenting information/data or ideas effectively to individuals or groups.
• Written Communication: Express messages/ideas and data clearly in reports and presentations.
• Team Work: Is seen as a team player and is cooperative; encourages collaboration
• Strong interpersonal skills; Ability to relate to all levels in an organization and with all customer/consumer types
• Communicates and shares information often with others, keeping others informed
• Communicates in an open, clear, complete and consistent manner and invites response dissent
• Listens effectively and probes for new ideas, open to new ideas
• Uses facts/rational arguments to influence/persuade
• Planning/Organization: Determine what has to be accomplished and the appropriate course of action to achieve the goal. Establish priorities and schedule activities/work effectively. Able to manage time efficiently, being sensitive to deadlines.
• Bilingual written and oral is an asset.
JOB REQUIREMENTS
Education/Experience/Technical/Specialized Skills:
Education:
• College or University education is preferred
Experience:
• Minimum of 5 years’ experience in customer service
Technical/Specialized Skills:
• General wine varietal, region and style knowledge
• Basic winemaking knowledge, sensory evaluation and fault knowledge is preferred
• Maintenance of data information and data records
• Proficient use of internal database management systems, MS Office
Additional:
• Self-starter to be the technical personality of the company. Training will be given to a candidate who shows aptitude in this area.
Working Conditions:
• Office environment working with and supporting fellow colleagues
• Open to new ideas and assisting in improving sales of products
• Demonstrate speed and quality of results in all areas of work
• Treat people with respect and value differences
How To Apply
https://cbrands.mua.hrdepartment.com/hr/ats/Posting/view/5013