Mpact Beverage Company is the ultimate Craft cocktail company, recognized for its beverage innovation and great tasing ready to drink cocktails.
It is our mission to be the number one craft cocktail brand on the planet! Have fun and make a lasting and positive impact in all aspects of the journey!
POSITION SUMMARY:
This Customer Relations role will ultimately impact customer retention and growth in North America to effectively achieve the MPACT® Business Strategy. Work as a team leader to grow and establish exceptional support and solution practices with customer accounts, build revenue and oversee customer retention. This position will train, equip, and implement these practices into one of the fastest growing organizations in the USA.
Customer Relations Managers are responsible for building solid relationships with customers and maintaining a consistent and positive image of the brand or company. They strive to find opportunities to strengthen relationships with customers, building strategies to engage and connect with them. Customer Relations Managers ensure that customer retention levels are high and are responsible for managing the Customer Service team, program management, coming up with new initiatives, improving customer care processes, and analyzing outcomes and propose a path for growth. They will grow in knowledge of the industry and best practices for success with both regional, national, and distributor accounts by Market Type.
ORGANIZATIONAL ALIGNMENT
The Customer Relations Manager will intently work toward comprehending and internalizing the MPACT® strategic vision. In addition to sharing the passion, and values of the MPACTⓇ culture. Support the established company direction, and champion and deliver MPACTⓇ core values and philosophies. Be an advocate of the company in all situations whether in the presence of a customer/prospect, industry acquaintance or fellow employee, and always maintain the highest professional image for the company.
Key Responsibilities and Key Result Areas
CUSTOMER RELATIONS:
- Building and maintaining profitable relationships with key customers.
· Your goal will be to help us safeguard our revenue and retain customers
- Create plans to address clients’ business needs
- Knowledgeable about the industry and market types. Apply knowledge to meet MPACT goals and vision.
- Help Customer Service team up-sell Mpact products
- Set sales and revenue targets and work diligently to meet them
- Collaborate with internal teams (e.g. sales, operations, logistics, senior management) to address customers’ needs
- Reviews Thruput trends and other reporting to
CUSTOMER SERVICE:
- Supervise day-to-day operations in the customer service department.
- Ensures smooth procedures are met with excellent teamwork among daily operations.
- Create effective customer service procedures, policies, and standards.
- Oversees the Customer Service Associates to meet MPACT Customer Service standards and expectations through demonstration, managing, training, and instructing.
- Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Maintains customer satisfaction by providing problems-solving resources.
- Conducts surveys and forms focus groups for Customers.
- Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
- Participates in MPACT goals and project initiatives as assigned
- Communicates job expectations to other employees.
- Analyzes variance and initiates corrective actions.
- Your goal will be to help us safeguard our revenue and retain our customers
- Act as point of contact for complaints and escalate issues as appropriate
- Scout, hire and train new customer service agents.
- Stay informed on the latest industry techniques and methods.
- Enforces company policies and procedures.
- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews.
- Maximizes customer operational performance by providing help desk resources and technical advice.
QUALIFICATIONS and SKILLS
- Proven experience as a Customer Relations Manager or Customer Service Manager
- Strong work ethic and desire to succeed
- Effective communication skills both written and verbal
- Excellent problem-solving, and quality focused decision-making skills
- Detail-oriented and persuasive
- Process improvement
- Strong history of successfully developing, nurturing, and growing customer confidence
- Can successfully execute a plan
- Managing processes and procedures
- Experience tracking relevant KPI’s
- Have a mission-driven mindset with the ability to achieve bottom line results
- Intrinsic leadership ability and team player
- A collaborative approach with the ability to adapt and follow or lead change courageously
- Skilled at building rapport and understanding the requirements of decision makers
- Demonstrable business acumen
- Ability to visualize and discuss solutions with confidence
- Ability to read and interpret training documents and/or procedure manuals
- Ability to efficiently organize and manage multiple priorities
- Must possess computer proficiency
- Must have strong commitment to company values and the ability to work in a team and sales/results driven environment
- Perform, follow up and general customer service communications
- Interact with clients and internal team members as needed
- Assist in resolving order discrepancies on customer complaints
- Complete projects as assigned by higher management and CEO directives.
EDUCATION and QUALITIES
- Experience with managing key accounts or distributor account experience
- Bachelor’s Degree in Business, Arts or Science from a four-year accredited university
- Training in customer service, planning, team management
- 5 years of sales support and/or customer service experience
- Demonstrate high level organizational skills
- Excellent customer service skills (friendly, courteous, and helpful)
- Extremely organized, capable of planning, goal setting and prioritizing,
- Experience with organizing analytical data, project management, internal/external customer interface, leadership, multilevel communication
- Great Interpersonal skills
- Self-motivated, ability to take up challenges and be responsive to change
- Distinct sense of urgency
- Proficient in MS Office, working knowledge of CRM platforms
LANGUAGE SKILLS
- Ability to effectively communicate (writing and verbal) with customers and team members
MATHEMATICAL SKILLS
- Ability to work with and apply basic mathematical concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY
- Ability to solve practical problems and deal with a variety of variables
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
PHYSICAL DEMANDS
- This position doesn’t require any physical demands
WORK ENVIRONMENT
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually low to moderate.
Job Type: Full-time
Pay: $55,474.00 - $65,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Overtime
People with a criminal record are encouraged to apply
Work Location: In person