Customer Service Representative

**Requisition Id**:922**Location**:Mexico, Mexico State, 05120About EdringtonEdrington’s vision is to**give more** by building the world’s leading portfolio of exceptional super premium spirits and we will do that by becoming the world’s leading super premium brand builder. The Macallan is our central focus, supported by Highland Park and The Glenrothes in the fast-growing Single Malt category and Naked in the Blended Malt category. We have strategic partnerships with Wyoming Whiskey in the dynamic American Whiskey categories. Our portfolio is completed with The Famous Grouse Blended Scotch Whisky, Brugal premium rum from the Dominican Republic, Noble Oak Bourbon and No. 3 Gin.Position SummaryThe DTC Operations Analyst role will lead the day-to-day sales operation. It will continue with the controls and processes already implemented, seeking to improve them to optimize business results. Create a detailed business analysis, outlining problems, opportunities, and solutions for a business. Assess the needs of the company and the client, receive solid information, look for trends or areas for improvement.Job Description- Generates and provides actionable data to have visibility of DTC business unit.- Handling and manage the end to end of the manual order entry in SAP for the products that are being sold in The Macallan Gallery and thru the DTC channel.- Coordination with the 3PL on the status of customer orders, obtains information from tracking guides and monitors shipments.- Interact effectively with warehouse to ensure orders are shipped on time.- Follow up with the sales team of all customer requests to ensure the brand provides the highest level of customer service in the industry.- Guarantee adherence to and compliance with policies and procedures by keeping records of all the documents generated for an order (Quotation, PO, Packing list, invoice, and POD).- Keep the inventory records updated with a reconciliation of inventories in the different systems (EPOS Now, SAP) and physical counts.- Ensure the daily record of each sale is carried out.- Guarantee the weekly cut / close of sales is made at the end of the week for The Macallan Gallery.- Maintain the control of the terminals inventories.- Contribute and guarantee the improvement of controls to the DTC policy and procedure.- Guarantee that the products are not delivered until payment is verified and ensure the non-receipt of cash.Responsibilities- Analyze, reconcile, and control accounts receivable vs store payments, deposits, and transfers vs PO / Ticket Epos.- Guarantee that the authorized commercial conditions are granted and registered.- System Setup and updates (EPOS now).- Carry out audits of sales issued vs. registered on a monthly basis.- Demonstrate excellent verbal and written communication skills and incorporates “white-glove” mentality into all aspects of their role.- Request for customer registration and prices for new SKUs in SAP / Epos.- Identify the different challenges and potential risks found in the DTC operation and bring proposals to improve the overall efficiency of DTC operations.- Manage inventory levels in the different DTC warehouses, as well as place replenishment orders when necessary.- Address internal customer complaints by investigating, responding, and following up on orders in a timely manner.Skills and Experience- Requires a Bachelor’s Degree- 2-3 years of customer service experience with luxury brands (preferred)- Strong oral and written communication skills- Analytical thinking and problem solving- SAP and EPOSNow knowledge (preferable)- Strong proactivity skills.- Detail oriented and capable of delivering a high level of accuracy- Strong organizational skills- Knowledge of business structure- Energetic, passionate, and shows ability to work in fast-paced environment- Cost’s benefits analysisEqual opportunities- Edrington provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, 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._