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MANAGER CUSTOMER CARE

L5

adpSarasota, FLtoday

$75,000.00 Annually

Occupations

Customer Service RepresentativesFirst-Line Supervisors of Personal Service WorkersFirst-Line Supervisors of Retail Sales Workers

Industries

Telemarketing Bureaus and Other Contact CentersServices for the Elderly and Persons with DisabilitiesFood (Health) Supplement Retailers
If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. MANAGER CUSTOMER CAREOperations Full Time Sarasota, FL, US3 days ago Requisition ID: 1006
Salary: $75,000.00 Annually
Position Summary: This role is intended to lead the Customer Care department in creating, maintaining, and continually enhancing the customer experience of Sovereign Naturals' distributors and end-users worldwide. The Customer Care Manager supervises the activities of Customer Care team members and supports each employee's professional development.
Key Responsibilities:
  • The list below represents the main highlights of the position. This list is not exhaustive, additional tasks might be added based on department and/or strategic development's needs.
  • Supervises the work of customer care employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems and provide general day-to-day direction to team
  • Provides leadership, support and coaching to Customer Care team members, emphasizing customer satisfaction, professional growth, collaboration, and mastery
  • Ensure a positive company image by providing courteous, friendly and efficient service to customers and team members
  • Overseeing responses to customer issues and driving prompt resolution of customer care team while also assisting and taking on escalating issues when needed
  • Play a lead role in the development of processes/procedures that support Customer CareServes on cross-functional project teams representing Customer Care, and works toward common goals
  • Services as primary contact with other department on process improvement and problem-solving efforts, assist in developing strategic directions, tactical goals and success measurements for department
  • Compile and review reporting/metrics to ensure that key organizational metrics are being met (order quality, productivity, etc.)Partner/collaborate with Sales leadership to develop and support overall business market strategy
  • Drive a culture of customer excellence through communication, collaboration, and teamwork
  • Reply to usage requests, inquiries, statuses, and manage the communications process while maintaining DSHEA compliance in communications regarding the products
  • Manage all Customer Care Projects, order flow, and 'order systems' required inputs and directly manage any 'transition' projects, or order processing until stable
  • Responsible for inspecting damage process, returns, refunds, etc. via customer engagements for trends and escalation
  • Overseeing the follow up & research of any billing/invoice's issues with Finance
  • Manage/develop team to include: assist in distributing workload, assist in driving resolutions of issues, provide training, support and guidance
  • Overseeing staff schedules to ensure full support is maintained, e.g., coordination of PTO requests
Education and Experience:
  • Four-year Degree or equivalent work experience
  • A minimum 5 years' Experience in Call Center/Customer Service 3+ years supervisory experience of a customer service team
  • Experience with ERP and SAP preferred
  • Medical device or supplement industry experience a plus
  • In-depth knowledge of customer service principles and practices
  • Current with relevant technology trends and applications
  • Proficient with Microsoft Office Suite of products, customer service software, databases, and CRM tools
  • Strong analytical and problem-solving skillsStrong leadership skills
  • Supervisory skills
  • Excellent written, verbal, and presentation skillsStrong organizational skills including time management, project management, and prioritization of tasks
  • Ability to build relationships at all levels of the organization
  • Strategic thinker with the ability to identify opportunity areas
  • Experience resolving complex issues in a demanding, fast-paced environment
Who We Are: Sovereign Naturals invites you to join a dynamic team at the forefront of health and wellness innovation. Established in 1998 and headquartered in Sarasota, Florida, Sovereign Naturals is a family-owned company of 85-100 employees committed to championing health freedom and sovereignty. Building upon founder Stephen L. Quinto's groundbreaking discovery of the properties of silver in 1966, Sovereign Naturals has emerged as a trailblazer in mineral hydrosol technology. At Sovereign Naturals, we take pride in our flagship products, Sovereign Silver and Argentyn 23, recognized as the leading silver supplements in North America. Trusted by millions for their unparalleled quality, efficacy, and safety, our Bio-Active Silver HydrosolTM for Immune Support and pioneering Homeopathic Silver First Aid Gel embody our dedication to blending cutting-edge science with natural remedies. Each of our products undergoes meticulous production processes adhering to Good Manufacturing Practices (GMP), ensuring unrivaled standards of purity and excellence. In addition to our renowned silver supplements, Sovereign Naturals proudly introduces our latest innovation: Sovereign Copper Bio-Active Copper Hydrosol. Formulated with precision and care, our copper hydrosol represents a groundbreaking advancement in natural daily wellness support. Backed by scientific research and crafted with the utmost integrity, Sovereign Copper is poised to revolutionize the health and wellness industry. We offer a range of popular corporate benefits designed to attract top talent, including:
Competitive Salaries:
  • Medical Insurance with generous employer contributionHSA and FSA Plans
  • Employer-paid Short-Term Disability
  • Professional Development
  • Wellness Programs
  • Employee Discounts
  • Friendly and Collaborative work environment
Join us at Sovereign Naturals, where your career is not just a job, but a journey towards health sovereignty and a chance to be part of a company that is reshaping the future of natural health solutions.
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Level

SeniorL5

Salary

$75,000.00 Annually

Location

Sarasota, FL

Occupation

Customer Service Representatives

Industry

Telemarketing Bureaus and Other Contact Centers

Posted

today

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