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SalaryRequisition ID: 179070
Posting Locations: Charlotte
Our Secret Ingredient is our Teammates.
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
Refresh and Grow your Career with Us!
Job Overview
The Manager Customer Care drives sales performance and development of their direct reports, optimizes team efficiencies with a focus on quality interactions, and resolves sales and customer service opportunities. The Manager Customer Care influences Market Unit Sales activity amongst direct reports to meet or exceed targeted goals in revenue, DNGP, and marketing execution; productivity, and customer service. The position also drives Contact Center productivity and customer service excellence. In addition, the position may serve as a contact point for Food Service On-Premise (FSOP) teammates to resolve issues related to sales, delivery, and, or myCoke (self-service online ordering platform).
Duties & Responsibilities
- Coach, teach, train, develop and manage assigned Inside Sales Team and specialists to deliver budgeted sales plans and drive results through employee performance
- Review performance reports and scorecards to identify wins and opportunities, discuss results and create a viable action plan to course correct and drive successful behaviors
- Makes key decisions on staffing and line of business assignments, collaborating with Senior Sales Manager, Senior Director, and Human Resources as needed
- Transparent communication when making critical decisions that impact employees, contact centers, customers, and our business partners. Proactively acknowledges personal errors and differences in a constructive manner. Fosters an environment that encourages others to do the same. Delivers on commitments and actively shares knowledge and best practices
- 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
- Collaborate with MU Area Sales Managers and Directors to drive local activity; facilitate meetings as needed
- Develop relationships with local field teams, delivery, and equipment services team members
- Demonstrate flexibility when assigned special projects by the CCC Leadership Team
Knowledge, Skills, & Abilities
- 6 months Contact Center experience required
- 2 years minimum leadership experience with a successful track record of driving performance results
- Ability to coach, teach, train, and develop people effectively
- Advanced problem-solving skills, with the ability to handle competing priorities
- Ability to effectively lead, facilitate meetings, and communicate to audiences of varying skillsets
- Strong organizational and planning skills
Minimum Qualifications
- High school diploma or GED
Preferred Qualifications
- Knowledge acquired through 1 to up to 3 years of work experience
Work Environment
Office environment
Coca-Cola Consolidated, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
