Supervisor Customer Care
About The Position
RNDC is looking for innovative and collaborative Customer Care Supervisor to join our growing Customer Care team. The Supervisor Customer Care I manages approximately 10 Customer Care Associates in the Enterprise Business Services Customer Contact function and is responsible for their overall direction, coordination, and evaluation. This position reports to the Manager Customer Care I and is responsible for directing the team in executing department strategy and goals in support of delivering best in class customer service support for RNDC's valued customers.?
Requirements
- Ability to calculate figures and amounts (such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume)
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- Knowledge of the Internet, Microsoft Office Suite software (such as Outlook, Word, Excel, Power Point, and etc.), and order processing systems (such as AS400 / Alpha Database software) or the aptitude to learn.
- Ability to travel approximately 5-10%
Nice To Haves
- Bachelors degree
- Previous experience in the Wine and Spirits industry
- WSET certifications
Responsibilities
- Supervise the work of approximately 10 Chain Accounts Support Associates to ensure adherence to quality standards, deadlines, and proper procedures: correcting errors or problems as necessary.
- Resolve chain customer complaints or answer chain customers' questions regarding policies and procedures.
- Provide employees with guidance in identifying and expediting ongoing issues and problems with a given chain, handling difficult or complex solutions, or in resolving escalated complaints or disputes.
- Develop and maintain strong relationships with chain managers to ensure that subordinates are collaborating with them to provide quality and timely support of operational issues and potential revenue opportunities.
- Review records or reports pertaining to activities such as production, payroll, monitor work activities, or evaluate performance.
- Drive team success by continually evaluating, coaching, and developing employees. Prepare and issue work schedules, deadlines, and duty assignments for assigned team members.
- Interpret and communicate work procedures and company policies for assigned team members.
- Ensure effective onboarding and training of new employees and continually evaluate and recommend additional development and training as necessary for existing team.
Benefits
- 401(k) with company matching
- Medical, dental and vision benefits
- Generous paid time off program - work your way up to 5 weeks of PTO a year with the ability to carryover unused PTO
- Paid volunteer time
- Paid parental leave
- Paid caregiver leave
- Fertility benefits
- Paid training
- Company paid life insurance, short-term disability, and company-paid holidays
- Associate resource groups, and diversity, equity, and inclusion programs available for all associates
- Participation in these programs are subject to applicable wait periods and all plan and program terms and eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Industry
Merchant Wholesalers, Nondurable Goods
Number of Employees
5,001-10,000 employees
