Consumer Affairs Team Leader

Job Locations US-KY-Frankfort
Posted Date 5 months ago(6/4/2021 1:30 PM)
# of Openings
1
Category
Customer Service/Support
Type
Regular Full-Time

Sazerac Company Overview

Build your career at Sazerac! With almost 400 years of rich history, Sazerac Company has thrived as an independent, American family-owned company with operations in the United States and around the world. Since the 2000s, Sazerac has averaged double digit growth every year! Sazerac Company produces and markets the most award-winning bourbons and whiskeys in the world, including Buffalo Trace, Pappy Van Winkle, Eagle Rare, Blanton’s, and Sazerac Rye. Additionally, Sazerac owns many popular brands across a range of spirits, including Fireball, Southern Comfort, Seagram’s V.O., Myers’s, Goldschläger, Parrot Bay, 99 Brand, and Platinum Vodka. 

 

We’re proud of our award-winning culture and distilleries. Our Louisville office has been named one of the “Best Places to Work in Kentucky” four times, and our Buffalo Trace Distillery has earned the title of “world’s most award-winning distillery” through the dedication of our craftsmen for well over 200 years. Whether you’re a recent graduate or an experienced professional, Sazerac provides extraordinary opportunities for growth with competitive salaries and benefits in an exciting, entrepreneurial industry.

Job Description/Responsibilities

The Consumer Affairs Team Leader ensures that all consumer inquires are addressed within two business days, and tracks any outstanding issues; Supervises the Consumer Affairs Associates; provides detailed monthly reports; alerts key team members of any complaint trends that need immediate attention; meets with cross-functional teams to establish processes including Quality, Packaging, Sales and Brand Management; Ensures CA FAQs are updated.

 

  • Use PDS as a tool to monitor performance and evaluate own skills and the skills of the CA team. Participate in PDS discussions with supervisor and the CA team.
  • Work with CA team to make every consumer contact a new, influential, raving fan of our products. Secure information on interested consumers that may be used to communicate via grass roots efforts in the future.
  • Monitor consumer inquiries and make recommendations on proper staffing levels to ensure the best possible experience for consumers
  • Participate in special projects and tasks as required. Complete end of month Consumer Affairs reports and quarterly reports. Complete monthly quality reports. Assist brand teams with brand-specific reports.
  • See to it that all Consumer Affairs inquiries are getting addressed in the standard two business day period and that each situation is resolved to the best of the team’s ability to create "raving fans" of Sazerac products.
  • Identify and complete processes necessary for the continued improvement of the Consumer Affairs team
  • Ensure CA team is providing exceptional customer service within two business days of initial contact and providing friendly, detailed responses, and documenting these inquiries in the SIDNI database. Work with manager and IT team on developing and maintaining database of standard consumer responses to commonly asked questions.
  • Quickly identify areas of coaching needed for the Consumer Affairs team and address those in a timely manner. Keep Consumer Affairs team well informed and trained in customer service skills. Coordinate retrieval of defective product with distribution center; ensure product is forwarded to the lab for analysis and coordinate check refund with accounting and get delivered to consumer within two weeks of the complaint. Work with brand managers on appropriate brands, follow up with consumers with lab analysis.
  • Ensure CA Team has a working knowledge of Public Relations efforts and press releases in order to address consumer inquiries. Keep PR Manager informed of any questions/comments related to Sazerac news from consumers that is out of the ordinary.
  • Develop strong working knowledge of Sazerac websites and use to guide or invite consumers to learn more about us. Also, provide feedback to PR Manager on any consumer comments regarding website information or navigation.

Qualifications/Requirements

MUST

  • Ability to communicate with all levels of an org
  • Ability to handle multiple tasks at one time
  • Ability and willingness to work non-traditional hours (nights/weekends)
  • Demonstrated ability to quickly learn new systems / processes
  • Excellent oral & written communication skills
  • Working knowledge of MS Office Products (Word, Excel and Outlook)
  • Strong analytical and problem solving skills
  • Strong planning and organizational skills
  • Strong interpersonal skills
  • Bachelor's Degree
  • 3 years relevant experience in Customer Service

PREFERRED

  • Master's degree
  • Record of successful leadership
  • 2 years Experience in Alcohol Beverage Industry

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