Customer Advocate Team Manager

Chicago, IL, United States

**Customer Advocate Team Manager**

* Chicago, IL

* Full Time

* Sales

* Experienced

**Company Overview:**

Vital Proteins is an emerging, dynamic brand consisting of a team of passionate individuals who believe whole-food-based nutrition is essential for overall health, fitness and wellbeing. Our team is comprised of intelligent and innovative talent who work collaboratively to ensure creativity, success, and global growth. At Vital Proteins, our mission is to empower our company, team, and customers to live a full, vibrant life. We seek to develop and support the right people, with the right chemistry, who continually ask questions, and in turn will develop and tactically execute good ideas. We are looking for individuals to help us think smarter and put a lot of ideas on the table in a short amount of time. Building a great company is our goal. Quality individuals and getting the team right is our business plan.

**Role:**

We are looking for a high energy, focused, and dynamic Customer Advocate Team Manager to lead Vital Proteins customer/consumer engagement for order management and product education while delivering best in class customer service. This role is an integral part of our VP business operations team supporting both Wholesale Sales & Direct to Customer Sales through strategic planning and execution excellence.

This position will hire, train, develop and lead our front-line responders to provide best in class customer service to across email, phone as well as internal stakeholders. The Customer Advocate Team Manger will schedule team resources to meet business needs and collect/analyze/apply data insights. You will become a product and process leader at Vital Proteins, delivering exceptional client service and providing a significant business value to with our internal cross functional teams.

**What you will be responsible for:**

* Lead a team of professional Customer Advocates.

* Coach, motivate, train, develop, and guide Customer Advocate performance through a variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers and management.

* Demonstrate strong knowledge of customer systems, products/services and leadership skills to oversee and guide employees to meet performance and customer service objectives.

* Reviews and evaluates staff on ability to meet objectives.

* Directs and advises improvement strategy when objectives are not met.

* Development, implementation and execution of Customer Advocate policies.

* Overall objective is to ensure team operates at highest level of quality and productivity exhibiting the highest levels of integrity and ethical behavior.

* Appropriately handle escalated customer complaints.

* Master the NetSuite tool for in-bound wholesale purchase orders, maintaining and updating tracking/ordering systems with accurate information.

* Demonstrate issue resolution skills related to subscriptions, product returns, replacements & complaints.

* Manage our responses to Amazon buyer messages within set service level agreement.

* Commit to a continuous improvement philosophy, enhancing processes with our warehouse, education, supply chain, finance, & technology partners. Be a change agent and bring new ideas to the table.

* Represent the voice of the customer with internal discussions and the voice of Vital Proteins with external contacts.

* Collaborate with our education, training & trade marketing teams on new product launches & selling initiatives.

* Build constructive business relationships with both wholesale and direct to consumer customers.

**Requirements:**

* A bachelors degree.

* 3+ years customer service experience & 1+ years management/supervisory experience

* Passionate about the health, fitness, and/or beauty markets.

* Organized and comfortable working with little oversight.

* Great listening and problem-solving skills, with a dose of humility.

* Ability to remain calm under pressure and remain focused on the task at hand.

* A problem solver, with a positive attitude who embraces change.

* Experience learning computer software systems and have a working knowledge of Microsoft Excel & PowerPoint applications.

* Comfortable in a fast paced quickly growing environment, no two days are the same!

* Excellent leadership, interpersonal, and communication skills.

* Ability to work extended/flexible hours including weekends, holidays and evenings as necessary.

* Commitment to teamwork and customer satisfaction.

* Good decision maker with a high degree of attention to detail.

* Demonstrated ability to define goals, implement processes, prioritize workflow and maintain deadlines.

* Strong problem solving and analytical abilities.

* Highly developed sense of integrity.

* Must be able to read, write and understand English

#LI-EL1

At Vital Proteins, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity, gender expression, military or veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

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