Customer Service Manager

ABOUT US

K&L Wine Merchants is widely recognized as one of the leading independent wine retailers in the United States. We offer a world-class selection of wine, spirits, and beer at four retail locations and through our website. We are a growth-minded company made up of a tight-knit team dedicated to providing excellent, knowledgeable service to our loyal customers. If you are seeking an exciting career and an ‘all-access pass’ to the business and culture of wine and spirits, K&L Wine Merchants is the perfect match! 

WHAT WE'RE LOOKING FOR

We are seeking a Customer Service Manager who will be responsible for oversight of the Customer Service Department and its team in accordance with the following objectives: to provide exemplary service, drive sales, develop employees, and increase customer engagement. To do so they will work to ensure the Customer Service team is performing in alignment with company objectives and business needs by consistently setting expectations, modeling best practices, delegating responsibilities, coaching, and evaluating the performance of direct reports. Through daily participation in the department, the Customer Service Manager fosters a customer-centric environment, with a team committed to providing an engaging, knowledgeable, and informative customer service experience. Additionally, they will facilitate collaboration company-wide by providing professional and prompt interdepartmental support. Finally, the Customer Service Manager is proficient in troubleshooting and problem solving at the highest level and will act as the ultimate point of escalation within the department. 

BENEFITS 

• Salary Range = $75,000 - $100,00
• Medical/Dental/Vision insurance - K&L pays 100% of individual premium 
• 401k plan, with company contribution
• 3 weeks of paid time off per year – time off accrual increases at 5 years of service  
• 8 paid holidays
• Generous product discount 

PRINCIPAL RESPONSIBILITIES

*Note - The full job description will be provided to candidates who are advanced to the interview stage 

 Customer Service

• Manages and participates in all customer service activities including, but not limited to, customer service support (e.g. phone, email, chat, CS inbox, CRM), phone sales, carrier correspondence, and troubleshooting order transactions and fulfillment (standard and non-standard); understands when to escalate complex issues to upper management and does so appropriately. 
• Cultivates a customer-first culture for the department by consistently modeling, setting team expectations, and driving a helpful, welcoming, and respectful approach toward customer support. 
• Engages in multiple high-touch customer service scenarios on a daily basis, whether directly with customers or by providing assistance to direct reports and managers across the organization. 
• Exhibits high-touch customer service skills across communication platforms – in person, phone, email, live chat.   
• Manages challenging customer interactions in a professional manner and employs diplomacy and creative thinking to reach resolutions. 

Team Management 

• Creates daily schedules in accordance with business needs and demonstrates adaptability in delegating daily team activities to align with call/email volume and company priorities. 
• Exhibits a comprehensive understanding of internal processes (e.g. Pre-Arrival, Special Orders, Auction, Lockers, Order Fulfillment, Transfer Logistics, Local Delivery, Shipping). 
• Routinely coaches direct reports on how to effectively handle all types of customer service scenarios, as well as how to uphold best practices and legal compliance around the sale and delivery of alcoholic beverages. 

Performance Management 

• Conducts and documents the Performance Assessment process for all direct reports in accordance with company-wide HR practices. 
• Actively participates in the recruiting process for potential new hires and effectively onboards, trains, and mentors all new customer service team hires. 

Administration 

• Demonstrates expert level competency with shipping, logistics, and compliance (e.g. shipping policies, weather warnings, carrier types, and turnaround times). 
• Works with the Finance Department, Retail Managers, Auction Department, and payment processors to resolve issues around customer transactions. 
• Completes accurate and timely payroll certification for all direct reports on a bi-weekly basis. 
• Upholds compliance with all legal, health, and safety guidelines. 

REQUIREMENTS

• Minimum of 2 years managing a team in retail or other customer facing environment. 
• High school diploma required, Bachelor’s Degree preferred.
• Prior wine and spirits industry experience highly preferred.
• Skillful leader and mentor adept in problem solving, conflict resolution, training, and critical thinking abilities. 
• Ability to work well independently and as part of a team. 
• Strong time management and organizational skills, including timely and professional email correspondence with customers and colleagues.
• Excellent written, verbal, and interpersonal communication skills. 
• Strong computer skills, including Office 365, as well as proficiency with POS and proprietary app (TCB). 
• Must be able to work at least one weekend day per week; flexibility to regularly work early or late, and on varied days throughout a given month. 

Join us at K&L Wine Merchants and be a part of a unique journey in the world of wine and spirits, where your expertise and passion will help shape the future of our company and the experiences of our loyal customers. 

K&L Wine Merchants is an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability, or any other status protected by law.

Salary : $10,000 - $75,000