Supervisor 2 - Consumer Relation

E. & J. Gallo Winery • Modesto, CA

37d • Onsite

About The Position

Join E. & J. Gallo Winery as a Supervisor II, Consumer Services and lead a team dedicated to delivering exceptional experiences to our consumers across traditional and social media channels. In this front-line leadership role, you will inspire and develop a talented group of Consumer Services agents, ensuring they have the skills, support, and motivation to provide best-in-class service every day. You will coach team members through individualized feedback and development plans, foster an inclusive environment that values diverse perspectives, and build a culture of collaboration and continuous learning. Your leadership will help agents master communication, problem-solving, and professional etiquette, while meeting and exceeding performance goals. This role is hands-on and dynamic, with responsibilities spanning daily operational oversight, schedule management, and quality audits to ensure accuracy, compliance, and consistency in every consumer interaction. You will act as the first point of contact for escalated calls, resolving issues with empathy and efficiency, and ensuring our service aligns with Gallo's high standards. Beyond daily operations, you will partner with cross-functional teams to integrate new brands and products into workflows, identify opportunities for process improvements, and champion initiatives that enhance service delivery. Your analytical skills will be key in interpreting data, spotting trends, and making informed decisions that drive measurable performance gains. We're looking for a leader who thrives in a fast-paced environment, values collaboration, and is committed to creating a workplace where every team member can do their best work. If you're passionate about coaching, operational excellence, and delivering experiences that delight consumers, we invite you to bring your skills and leadership to Gallo's Consumer Services team.

Requirements

• Bachelor's degree plus 4 years of consumer facing contact center experience reflecting increasing levels of responsibility; OR High School Diploma plus 8 years of consumer facing contact center or customer service experience reflecting increasing levels of responsibility.
• Experience with social media and e-commerce customer service support.
• Required to be 21 years of age or older.
• Required to see, smell, and taste wine as part of job duties.
• Leadership experience to include developing and motivating a team.
• Strong problem solving & analytical thinking skills.
• Strong written, verbal, and communication skills.
• Required to travel to company offices, sites, and/or meeting locations for onboarding, training, meetings, and events for development, department needs, and business delivery up to 5% of the time, with or without reasonable accommodation. This may be in addition to travel requirements, if applicable, as listed in this job description.
• Required to be 18 years or older. This may be in addition to other age requirements, if applicable, as listed in this job description.

Nice To Haves

• Bachelor's degree in Business Administration, marketing, education, or communications plus 5 years of direct supervision of contact center agents in a CPG industry.
• Experience managing consumer product liability claims.
• Experience with contact center systems, preferred Astute ePC, Wilke CRS or ZenDesk or SalesForce Service Cloud.
• Experience demonstrating strong relationship building skills.
• Strong leadership skills to include strategic thinking, change management, people management, communication, persuasion and influence, project management and innovation.
• Wine industry knowledge.
• Ability to foster a work environment that is responsive and sensitive to the needs of diverse staff and consumer base.
• Skilled in effectively presenting information and responding to questions from groups of managers, clients, customers and the general public.

Responsibilities

• daily operational oversight
• schedule management
• quality audits to ensure accuracy, compliance, and consistency in every consumer interaction
• act as the first point of contact for escalated calls
• partner with cross-functional teams to integrate new brands and products into workflows
• identify opportunities for process improvements
• champion initiatives that enhance service delivery
• interpreting data, spotting trends, and making informed decisions that drive measurable performance gains

Benefits

• competitive compensation
• perks
• culture that supports your well-being
• Benefits depend on your work category and may include medical and dental coverage, 401k plans, profit sharing, pet insurance, company holidays, access to an employee wine shop, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Beverage and Tobacco Product Manufacturing
• Number of Employees: 5,001-10,000 employees