Position Summary

Join a leader in the food and beverage industry as a Customer Support Supervisor, where you will oversee a team of contact center experts and ensure the delivery of exceptional service. In this role, you will serve as a brand ambassador, motivating and inspiring your team while contributing to continuous improvement initiatives. Your leadership will be key in maintaining high-quality standards and achieving business goals.

A Day in the Life…

Customer Experience:

• Facilitate effective communication with your team, keeping them informed about new activities, product launches, and promotional offers.
• Drive customer retention through tailored solutions and proactive support for internal customers.
• Analyze customer history and habits to anticipate needs and prevent future inquiries.
• Leverage your specialized knowledge of our products and sustainability commitments to enhance the customer experience.
  
  

Sales Techniques:

• Ensure your team understands and utilizes relevant offers and promotions effectively.
• Share key learnings and best practices to maximize customer focus, sales opportunities, and brand advocacy.
• Intervene promptly to assist your team in resolving sales and retention challenges.
  
  

Operational Excellence:

• Promote adherence to strategic objectives, translating them into actionable projects for your team.
• Train CRC Specialists in customer experience skills, sales techniques, and effective communication.
• Monitor and analyze performance metrics, providing regular feedback and recognizing outstanding achievements.
• Collaborate with support functions to identify areas for improvement in customer experience and operational efficiency.
• Manage staffing and scheduling effectively, optimizing resources in alignment with business needs.
  
  

Team Management:

• Enforce HR principles, policies, and processes within your team.
• Conduct performance and development conversations, providing regular feedback and support.
• Participate in talent acquisition and succession planning to build a high-performing team.
• Recognize and reward knowledge sharing and collaboration to maintain team motivation.
• Address performance issues promptly and fairly, in line with leadership frameworks.
  
  

Are You a Fit?

• Bachelor’s degree in marketing, business studies, communications, or related fields.
• 3 years of customer service and sales expertise in B2C and/or B2B environments.
• Previous experience in people management or training.
• Strong interpersonal skills with a team-oriented attitude.
• Excellent verbal and written communication skills in English.
• Ability to multitask and prioritize effectively.
• Interest in digital and social media trends and marketing tactics.
• Capacity to learn new skills and master new tools.
• Attention to detail.

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