Empire Merchants
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Customer Care Manager
role at
Empire Merchants .
Position Summary To coordinate the flow of information and resources throughout the department and all divisions of Empire Merchants as needed to ensure that customers receive the correct information in a timely manner.
Essential Position Results
Manages the workflow within the department by to insure exceptional Customer Service by:
Supervising daily activities of Customer Care Representatives
Interacting with all departments and Sales divisions throughout the company
Approving and submittal of weekly payroll reports
Approving pickups as per company policy
Managing phone traffic - i.e. wait times, calls in queue
Assisting with training in all aspects of job for new and current employees
Following up and monitoring activities of CSR, Data Entry Clerks and Credit Specialist
Developing new ideas, policies and procedures
Monitoring phone calls and coaching CSR on proper phone etiquette
Mentoring and developing associates
Maintain customer confidence and protect operations by keeping information confidential
Maintains organization’s stability and reputation by complying with legal requirements
Maintains safe and clean working environment by complying with procedures, rules and regulations
Promotes healthy work environment by coordinating and cooperating with federal, state and local agencies
Contributes to team effort by accomplishing related results as needed
Supervisory Responsibilities Manages members of the team in a work unit, department or functional area. Responsible for providing effective leadership while fostering a positive team environment and providing overall direction, coordination, and evaluation of organizational unit, department and/or functional area. Performs supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include but are not limited to, interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; recognizing, rewarding and disciplining associates; addressing complaints and resolving problems.
Minimum Qualifications Education: High School diploma or GED required.
Experience
3 years business or related experience required
Previous supervisory experience preferred
Knowledge
Working knowledge of New York State Liquor Authority Laws and guidelines preferred
Knowledge of JDE User Programs and other software programs used by Empire Merchants preferred
Skills
Working knowledge of Microsoft Word, Excel, Outlook and PowerPoint required
Strong verbal skills required
Strong organizational skills commensurate to achieve assigned work goals required
Ability to work cooperatively with all levels within the organization required
Effective decision making and judgment skills required
Compensation
Salary Range: $60,000 - $70,000 and annual bonus potential
15 Observed Holidays, Health Plan options (medical, dental, vision, disability coverage, life insurance, parental leave, and other voluntary plans), 401K (with Company Contributions), PTO, vacation accrual, Flexible Spending Account and Pre-Tax Transit Commuter Program, tuition reimbursement and more.
The range is an estimate for this position. The company will evaluate a specific candidate’s education, skills and experience when making an offer.
Physical Demands The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. While performing the duties of this job, the associate is regularly required to use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The associate frequently is required to stand, walk, sit, and climb or balance. The associate must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Working Conditions and Environment The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.
Seniority Level Mid-Senior level
Employment Type Full-time
Job Function Other
Industries Beverage Manufacturing
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Customer Care Manager
role at
Empire Merchants .
Position Summary To coordinate the flow of information and resources throughout the department and all divisions of Empire Merchants as needed to ensure that customers receive the correct information in a timely manner.
Essential Position Results
Manages the workflow within the department by to insure exceptional Customer Service by:
Supervising daily activities of Customer Care Representatives
Interacting with all departments and Sales divisions throughout the company
Approving and submittal of weekly payroll reports
Approving pickups as per company policy
Managing phone traffic - i.e. wait times, calls in queue
Assisting with training in all aspects of job for new and current employees
Following up and monitoring activities of CSR, Data Entry Clerks and Credit Specialist
Developing new ideas, policies and procedures
Monitoring phone calls and coaching CSR on proper phone etiquette
Mentoring and developing associates
Maintain customer confidence and protect operations by keeping information confidential
Maintains organization’s stability and reputation by complying with legal requirements
Maintains safe and clean working environment by complying with procedures, rules and regulations
Promotes healthy work environment by coordinating and cooperating with federal, state and local agencies
Contributes to team effort by accomplishing related results as needed
Supervisory Responsibilities Manages members of the team in a work unit, department or functional area. Responsible for providing effective leadership while fostering a positive team environment and providing overall direction, coordination, and evaluation of organizational unit, department and/or functional area. Performs supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include but are not limited to, interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; recognizing, rewarding and disciplining associates; addressing complaints and resolving problems.
Minimum Qualifications Education: High School diploma or GED required.
Experience
3 years business or related experience required
Previous supervisory experience preferred
Knowledge
Working knowledge of New York State Liquor Authority Laws and guidelines preferred
Knowledge of JDE User Programs and other software programs used by Empire Merchants preferred
Skills
Working knowledge of Microsoft Word, Excel, Outlook and PowerPoint required
Strong verbal skills required
Strong organizational skills commensurate to achieve assigned work goals required
Ability to work cooperatively with all levels within the organization required
Effective decision making and judgment skills required
Compensation
Salary Range: $60,000 - $70,000 and annual bonus potential
15 Observed Holidays, Health Plan options (medical, dental, vision, disability coverage, life insurance, parental leave, and other voluntary plans), 401K (with Company Contributions), PTO, vacation accrual, Flexible Spending Account and Pre-Tax Transit Commuter Program, tuition reimbursement and more.
The range is an estimate for this position. The company will evaluate a specific candidate’s education, skills and experience when making an offer.
Physical Demands The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. While performing the duties of this job, the associate is regularly required to use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The associate frequently is required to stand, walk, sit, and climb or balance. The associate must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Working Conditions and Environment The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job.
Seniority Level Mid-Senior level
Employment Type Full-time
Job Function Other
Industries Beverage Manufacturing
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