Customer Advocacy Manager

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What You Need To Know

Open your future to incredible career potential. Work for an industry-leader who invests in their people. Southern Glazer's Wine & Spirits is North America's preeminent wine and spirits distributor, as well as a family-owned, privately held company with a 50+ year legacy of success. We were named by Newsweek as a Most Loved Workplace and are included on the Forbes lists for Largest Private Companies and Best Employers for Diversity.

As a full-time employee, you can choose from a full menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition reimbursement, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

At Southern Glazer's, you'll enjoy an environment where continuous learning and growth are supported and experience a culture where you are respected, and your voice is heard. If you're looking to fill your glass with opportunity, come join our FAMILY.

Overview

The Manager, Customer Care maintains and develops process and procedures for all Customer Care functions within their assigned market. This role will manage a team of Customer Care professionals aimed at delivering a high-quality customer experience. In addition, the Manager, Customer Care will perform root cause analysis on customer related service issues and play a key role in expanding the customer advocacy function.

Primary Responsibilities

• Deliver integrated and high-quality customer experience across pre- and post-sales touchpoints.

• Plan and supervise changes and manage the daily operations with regards but not exclusive to order fulfillment, inventory balancing / transfers, procurement, allocations and item maintenance.

• Implement, review, and improve policies, procedures, and service standards.

• Develop reporting tools and Analyze KPI's for process quality assurance.

• Communicate critical product and vendor information to sales, management, customers, warehouse, and customer assistance departments as needed/required

• Align with the department head to ensure policies and procedures are applied consistently and to keep department head apprised of any obstacles encountered

• Hire, train, and oversee the customer care team, ensuring skill and personal development.

• Handle escalated concerns and resolve all issues presented in professional and timely manner.

• Perform follow-up and corrective action to resolve issues relating customer orders, inventory shortages, and compliance.

• Perform other job-related duties as assigned

Additional Primary Responsibilities

Minimum Qualifications

• Bachelor's Degree and three years of experience or equivalent education and related experience

• Proficient in Microsoft Office Suite

• Strong organization, multi-tasking and time management skills

Physical Demands

• Physical demands with activity or condition for a considerable amount of time include sitting and typing/keyboarding using a computer (e.g., keyboard, mouse, and monitor) or adding machine
• Physical demands with activity or condition may include occasional to rare amount of time include walking, bending, reaching, standing, and stooping
• May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

EEO Statement

Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 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. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.