Customer Service Senior Manager - Sweetwater Brewing Co

Customer Service Senior Manager - Atlanta, GA

SweetWater Brewing Company has been makin' tasty brews in the heart of the south since 1997. What started as a pipe dream of two college buddies has turned into a dream job full of great adventures and lip-smackin' beers. What would you expect from a couple of boys with more of a hankering for beers than for books. At SweetWater we like to say we're not here for a long time, we're here for a good time. It's not just something that we say though, it's how we live.

We're seeking a personable, reliable, and driven lover of the good life. If you are a self-starter who knows how to work and play hard, and you have an unwavering passion for independent, craft beer; grab your kayak and hop in the river with us!

You will have the time of your life sharing our delicious SweetWater brews with like-minded, adventurous types. Hard chargers with an entrepreneurial spirit who approach business, music, and all aspects of life with the same vigor are welcome.

Position Overview:

The Customer Service Senior Manager is responsible for leading and managing the customer service team to ensure exceptional service is delivered to customers. This role involves overseeing customer orders, communicating orders to the sales and production teams, resolving and adjusting orders to match product availability, building relationships with distributors, implementing customer service policies, creating and monitoring key order fulfilment metrics, and collaborating with other departments to enhance the overall product delivery experience.

Key Responsibilities:

1.Team Leadership and Management:

• Supervise and mentor a team of customer service representatives.

• Conduct regular training sessions to improve team skills and knowledge.

• Set performance goals, create KPI, and monitor team performance.

2.Customer Interaction:

• Handle complex customer orders and complaints promptly and professionally.

• Ensure all customer interactions are documented and followed up on effectively.

• Develop and maintain strong relationships with key distributors.

3.Process Improvement:

• Analyze and develop customer service metrics and identify areas for improvement.

• Implement new customer service policies and procedures to enhance efficiency.

• Monitor and evaluate the effectiveness of product delivery process.

4.Collaboration:

• Work closely with sales, marketing, and production teams to ensure customer orders are met.

• Communicate customer feedback and insights to relevant departments.

• Coordinate with logistics to ensure timely delivery of products.

5.Reporting and Analysis:

• Prepare regular reports on customer service activities and performance.

• Analyze customer feedback and trends to recommend strategic changes.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field.

• Proven experience in a customer service management role, preferably in the beer/beverage industry.

• Strong leadership and team management skills.

• Excellent communication and interpersonal abilities.

• Proficiency in Microsoft Office Suite.

• Strong problem-solving skills and the ability to handle stressful situations.

• Knowledge of industry regulations and standards.

Preferred Skills:

• Experience with ERP systems. (OBeer and Salesforce Preferred)
• Certification in customer service management.

About Tilray Brands Inc.

Tilray Brands is a leading global cannabis-lifestyle and consumer packaged goods company with operations in Canada, the United States, Europe, Australia, and Latin America that is changing people's lives for the better - one person at a time - by inspiring and empowering the worldwide community to live their very best life by providing them with products that meet the needs of their mind, body, and soul and invoke a sense of wellbeing. Tilray's mission is to be the trusted partner for its patients and consumers by providing them with a cultivated experience and health and wellbeing through high-quality, differentiated brands and innovative products. A pioneer in cannabis research, cultivation, and distribution, Tilray's unprecedented production platform supports over 20 brands in over 20 countries, including comprehensive cannabis offerings, hemp-based foods, and alcoholic beverages.

Tilray Brands welcomes applications from all qualified individuals and is committed to employment equity and diversity in the workplace.

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