Sr Manager of CCH Customer Service - Coca-Cola Consolidated
Charlotte, NC 28269
About the Job
Requisition ID: 206679
Posting Locations: Charlotte
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We offer great rewards, competitive pay, career advancement and growth opportunities.
Full Time Teammates are also eligible for:
- Paid Training
- Paid Time Off plus paid holidays
- 401(k) with Company matching on a dollar-for-dollar basis
- Employee Stock Purchase Plan (ESPP)
- Group Health Insurance – Medical, Dental, Vision & Disability
- Basic and Supplemental Life Insurance
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Job Overview
The Sr. Manager of Customer Service is responsible for leading a diverse team to deliver first response resolution for all Customer Service inquires. This leader overseas CCCI Customer Experience team that services our customers with issue resolution for all customer service inquiries.
The overarching objective of the role is to develop and lead highly effective and efficient customer service operations improving CCCI value proposition to our customers. This role is responsible for the oversight, planning and management of our resources while building bench strength across the organization. Succession planning is going to be critical to building a culture that is rooted in our Purpose Statement, Our Destination Statement, And Diversity Objectives that will enable us to deliver strong results. The Sr. Manager of Customer Service works directly with the Sr. Director of Operations to deliver business results, MU Sales and EQS partners to enhance execution, and other cross-functional partners to drive efficiency and solve problems.
Duties & Responsibilities
- Interprets business data and results, leads customer service issue resolution, execution strategies and provides direction to the customer service organization to achieve business plan targets and metrics
- Inspects execution and results along with effectively coaching and teaching assigned teams to develop and improve
- Collaborates cross-functionally with MU teams and other departments to achieve the company’s business objectives and targets
- Leads customer experience and workforce management strategy and process to relevant contact center processes and influences leaders to adopt and implement strategies in parallel with sales effectiveness
- Implements continuous improvement methods and embodies company purpose and values to inspire servant leadership opportunities
Knowledge, Skills, & Abilities
- Intrinsically motivated to develop a customer service and sales team
- Experience with DSD environment and understand the CCCI Go to Market strategies for Sales and Equipment Service Operations
Minimum Qualifications
- High school diploma or GED with 3 to 5 years of relevant experience
Preferred Qualifications
- Degree focus in Business Management, Operations or Human Resources
Work Environment
Office environment
As an EEO/Affirmative Action Employer all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status..
