Customer Account Services Supervisor Bolingbrook, IL

Hybrid position - Accounts Receivable & Operations background preferred.

Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people and equips them with leading technology continuous learning and the ability to bring their best selves to work. As North Americas largest total beverage distributor Southern Glazers isnt just one of Forbes Top Private Companies; its a family-owned business with deep roots dating back to 1933.

Southern Glazers is proud of its well-earned positive reputation continually achieving accolades for our outstanding workplace culture. We take pride in creating a culture where our people are valued supported and provided opportunities for growth and belonging.

As a full-time employee you can choose from a wide-ranging menu of our Top Shelf Benefits including comprehensive medical and prescription drug coverage dental and vision plans tax-saving Flexible Spending Accounts disability coverage life insurance plans and a 401(k) plan. We also offer tuition assistance a wellness program parental leave vacation accrual paid sick leave and more.

Southern Glazers offers a competitive compensation package with expected first year total earnings of $ / year plus bonus. This salary range is an average range for this determining a final offer the company will evaluate a specific candidates education skills and experience and will make an offer appropriately.

By joining Southern Glazers you would be part of a team that values excellence innovation and community. This is more than just a job its an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people.

The Customer Advocacy Supervisor directs the activities of a team of Customer Advocates in providing outstanding customer service that meets and/or exceeds addition the Customer Advocacy Supervisor will perform Root Cause Analysis on customer-related service issues and communicating concerns to the management team.

• Oversee and lead Customer Advocacy in managing call traffic email traffic and order entry including planning work assignments within the group and ensuring adequate coverage during peak hours
• Review the staffs performance determine training needs and schedule training sessions.
• Handle escalated concerns and resolve all issues presented in a professional and timely manner.
• Collaborate with the management team and agents to facilitate and foster a spirit of innovation and inclusion.
• Ensure Customer Advocacy Inbox is monitored and worked throughout the day
• Ensure staff utilizes Roadnet Information Center information in determining delivery drivers locations
• Ensure staff utilizes the state regulatory agency website and database for permit information
• Communicate effectively to levels of authority
• Serve as the primary point of contact for orders that require special handling
• Train and develop Customer Advocates to handle calls and issues presented
• Address issues regarding prohibited shipments
• Perform other job-related duties as assigned

• Knowledge of other MS Office Suite and/or software applications related to job functions
• Excellent interpersonal customer service analytical/problem solving problem management presentation development presentation and communications skills
• Strong communication skills written verbal persuasion motivation facilitation of strong working relationships
• 2 years management experience managing contact center employees

• Physical demands include a considerable amount of time sitting and typing/keyboarding using a computer (e.g. keyboard mouse and monitor) or adding machine
• Physical demands with activity or condition may occasionally include walking bending reaching standing and stooping
• May require occasional lifting/lowering pushing carrying or pulling up to 20lbs

Southern Glazers Wine and Spirits an Affirmative Action/EEO employer prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training. SGWS complies with all federal state and local laws concerning consideration of a qualified applicants arrest and/or criminal conviction records. Southern Glazers Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience knowledge skills abilities and education of employees. Unless otherwise expressly stated any pay ranges posted here are estimates from outside of Southern Glazers Wine and Spirits and do not reflect Southern Glazers pay bands or ranges.

If you have any questions or concerns about whether this posting complies/adheres with local pay transparency requirements please contact the SGWS talent acquisition team at

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