Customer Account Services Supervisor - Bolingbrook, IL

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.

Additional Primary Responsibilities

• 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

• Significant time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor) or adding machine.
• Occasional activity or condition may 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.

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.