What are the responsibilities and job description for the Customer Advocate - Supervisor position at Southern Glazers?
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 Customer Advocacy Supervisor directs the activities of a team of Customer Advocates in providing outstanding customer service that meets and/or exceeds expectations. In addition, the Customer Advocacy Supervisor will perform Root Cause Analysis on customer-related service issues and communicating concerns to the management team.
Primary Responsibilities
- Oversee and lead Customer Advocacy in managing call traffic, email traffic, and order entry including planning work assignments within the group and ensuring adequate coverage during peak hours
- Review the staff's performance, determine training needs and schedule training sessions.
- Handle escalated concerns and resolve all issues presented in a professional and timely manner.
- Collaborate with the management team and agents to facilitate and foster a spirit of innovation and inclusion.
- Ensure Customer Advocacy Inbox is monitored and worked throughout the day
- Ensure staff utilizes Roadnet Information Center information in determining delivery drivers locations
- Ensure staff utilizes the state regulatory agency website and database for permit information
- Communicate effectively to levels of authority
- Serve as the primary point of contact for orders that require special handling
- Train and develop Customer Advocates to handle calls and issues presented
- Address issues regarding prohibited shipments
- Perform other job-related duties as assigned
Additional Primary Responsibilities
Minimum Qualifications
- Knowledge of other MS Office Suite and/or software applications related to job functions
- Excellent interpersonal, customer service, analytical/problem solving, problem management, presentation development, presentation, and communications skills
- Strong communication skills written, verbal, persuasion, motivation, facilitation of strong working relationships
- 2 years management experience managing contact center employees
Physical Demands
- Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor) or adding machine
- Physical demands with activity or condition may occasionally 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.
