Manager Customer Care

Requisition ID: 22029

Posting Locations: Charlotte

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OVERVIEW:

Manager Customer Care

REFRESH your career by joining our exceptional team! Coca-Cola Consolidated, the largest bottler in the U.S., is looking for a Manager Customer Care!

Things you should know about working as a Manager Customer Care:

The Manager Customer Care contributes to the overall success of CCCI by executing daily operations that support Customer Care Center staff as well as Center and employee results. Responsibility includes performance management for staff – driving sales performance, sales development, optimizing efficiencies with focus against quality interactions, resolving sales and customer service opportunities, tracking and reporting to address sales/delivery initiatives or opportunities, ongoing coaching, teaching and training with employees, and supporting Center activities that translate the vision and strategy of the Company to frontline staff interactions with our customers. The Manager Customer Care is a strategic leader and logical thinker that believes in the vision and progression of the contact center. This position cultivates relationships at all levels and works closely with a very wide range of internal and external business partners to ensure company objectives and goals are applied and met.

What would success look like?

• Coach, teach, train, develop and manage assigned Inside Sales Team and Specialists to deliver budgeted sales plan and drive results through employee performance. Review performance reports and scorecards to identify wins and opportunities, discuss results and create viable action plan to course correct and drive successful behaviors.
• Make key decisions on staffing and line of business assignments, collaborating with Senior Sales Manager, Senior Director and Human Resources as needed.
• Promptly resolve customer sales and service inquiries. Coordinate action plans to capture customer opportunities that improve customer experience and sales performance.
• Collaborate with MU Area Sales Managers and Directors to drive local activity; facilitate meetings as needed.
• Execute marketing commercialization plan for respective channels of business; may assist in design and implementation of incentive programs and sales promotions within the center and Market Units.
• Expense Management including T&E, COUPA, and ground work to optimize Employee P&L and OPEX.
• Represent the Customer Care Center on various cross functional projects, factoring in the impact to all CCC areas and strives to ensure everyone is moving in the same direction. Provides input and makes meaningful contribution for continued improvement, optimizing employee and CCC performance, and CCC processes.
• Transparent communication when making critical decisions that impact employees, contact center, customers and our business partners. Proactively acknowledges personal error and differences in a constructive manner. Fosters an environment that encourages others to do the same. Delivers on commitments and actively shares knowledge and talent.
• Organize and facilitate team meetings and huddles; leads team meeting conversations with relevance to current trends, Center needs and employee/customer concerns.
• Actively engaged in all Leadership meetings and process discussions. Seeks to lead when appropriate.
• Drive partnerships within CCC and with other business areas. Voluntarily mentors peers outside of their team to deliver value. Seeks opportunities to deliver coaching with peers on current issues and trends in the company and Center.

QUALIFICATIONS:

• At least 6 months contact center experience required.
• Proven leadership and management skills with successful track record of performance and results.
• Excellent interpersonal, verbal, and written communication skills dealing with customers, callers, sales and operations personnel daily. Ability to engage and collaborate with management, decision makers and influencers at any level.
• Exceptional knowledge and proven demonstration of Company and CCC policies, procedures, processes and culture.
• Demonstrated success with current Performance Expectations, as well as proven sales and customer service skill sets.
• Superior time management skills, with the ability to prioritize and make sound judgement decisions is required.
• Exceptional problem solving, organizational and planning skills required.
• Proficiency with MS Word, Excel, PowerPoint, SharePoint, CONA CRM and ECC; Tableau a plus.
• Solid ability to multi-task and manage projects with competing deadlines, simultaneously.
• Ability to document in complete detail, organize and summarize data.
• Ability to work extended hours (includes nights and weekends) as business needs require.
• Open to minimal travel within CCBCC’s territory.
• Bachelor’s Degree preferred.

All candidates will be subject to pre-employment testing: Background Check, Drug Screen, and Physical Abilities Test (if applicable).

Coca-Cola Consolidated, Inc. is an Equal Opportunity Employer.