Customer Advocacy Supervisor | Hybrid AR & Operations

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

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.