Customer Account Services Supervisor - Bolingbrook, IL

Southern Glazer's Wine & Spirits; Bolingbrook (IL); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Benefits package

401(k) plan

Tuition assistance

Wellness program

Parental leave

Vacation accrual

Job summary

Southern Glazer's Wine & Spirits in Bolingbrook, IL, is seeking a Customer Advocacy Supervisor to lead a team of Customer Advocates delivering exceptional service. You will perform root cause analyses on customer issues and communicate concerns to management, striving for continuous improvement.

The role requires at least 2 years of contact center management, strong communication and problem-solving skills, and familiarity with order entry, call and email traffic, and issue resolution.

Qualifications

• In-depth knowledge of MS Office and related software applications.
• Excellent interpersonal, customer service, analytical and problem-solving skills.
• Strong written and verbal communication and relationship-building abilities.

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 foster 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

Skills

MS Office

Customer service

Communication

Contact center management

Tools

Roadnet Information Center

Job description

What You Need To Know

Hybrid position - Accounts Receivable & Operations background preferred.

Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people – and equips them with leading technology, continuous learning, and the ability to bring their best selves to work. As North America's largest total beverage distributor, Southern Glazer’s isn’t just one of Forbes’ Top Private Companies; it’s a family-owned business with deep roots dating back to 1933.

Southern Glazer’s is proud of its well-earned positive reputation, continually achieving accolades for our outstanding workplace culture. We take pride in creating a culture where our people are valued, supported, and provided opportunities for growth and belonging.

As a full-time employee, you can choose from a wide-ranging 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 assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

Southern Glazer’s offers a competitive compensation package with expected first year total earnings of $60,000 – 80,000 / year plus bonus. This salary range is an average range for this position. In determining a final offer, the company will evaluate a specific candidate's education, skills and experience and will make an offer appropriately.

By joining Southern Glazer’s, you would be part of a team that values excellence, innovation, and community. This is more than just a job – it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people.

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

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 Affirmitive 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. SGWS complies with all federal, state and local laws concerning consideration of a qualified applicant's arrest and/or criminal conviction records. 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.

If you have any questions or concerns about whether this posting complies/adheres with local pay transparency requirements, please contact the SGWS talent acquisition team at [e-mail]

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