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Posted November 11th

Customer Care Manager

Baltimore, Maryland

Southern Glazer's Wine & Spirits logo


Southern Glazer's Wine & Spirits



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Posted November 11th

Customer Care Manager

Baltimore, Maryland

What You Need To Know


The Customer Advocacy Manager leads a team of Customer Advocates in providing outstanding customer service that meets and/or exceeds expectations. In addition, the Customer Advocacy Manager will perform Root Cause Analysis on customer related service issues and play an important role in expanding the Customer Advocacy function across additional states.

Primary Responsibilities

  • Deliver integrated and high-quality customer experience across pre- and post-sales touchpoints.
  • Plan and supervise changes and manage the daily operations of a multi-state Call Center.
  • Implement, review and improve all call center policies, procedures, and service standards.
  • Lead change as we transition customers to a more self-service model.
  • Lead change as we transition non-selling activities from Sales to Service .
  • Analyze KPI s, agent scorecards, quality assurance and manpower utilization.
  • Prepare productivity and performance reports as required.
  • Set up and meet performance goals and targets for speed, efficiency, and quality.
  • Motivate, coach, and retain staff as well as coordinate reward, bonus, and incentive schemes.
  • Monitor random inbound customer issues to improve the quality, minimize errors and track operative performance.
  • Review the staff's performance, determine training needs and schedule training sessions.
  • Handle escalated concerns and resolve all issues presented in professional and timely manner.
  • Collaborate with management team and agents to facilitate and foster a spirit of innovation and inclusion.
  • Create and implement process improvement initiatives to improve overall performance efficiency.
  • Perform other work-related duties and special projects as assigned.
  • Drive innovation of ecommerce platform to reflect the changing marketplace and new trends in B2B ecommerce.
  • Partner with colleagues across SGWS functions and divisions to co-develop a portfolio of digital innovation solutions from ideation to realization.
  • Work closely with Operations, Commercial Transformation, Supply Chain, and Service teams to ensure omnichannel ordering, delivery and customer service are seamless.
  • Work closely with Digital Enterprise teams to define KPIs and metrics that will ensure a data-driven approach to deliver tangible recommendations and monitor performance.
  • Work with Digital Enterprise teams to develop strategies, set objectives and ensure progressive improvement for customer acquisition, engagement, site traffic, and conversion rates.
  • Perform other job-related duties as assigned

Baltimore, Maryland