GALLO · 17 hours ago
Supervisor 2 - Consumer Relation
Modesto, CA
Full-time
Onsite
Mid, Senior Level
$76K/yr - $113K/yr
4+ years expGALLO is a family-owned company with a legacy in the alcohol beverage industry, known for its exceptional brands. The Supervisor II, Consumer Services role involves leading a team to deliver outstanding consumer experiences and ensuring operational excellence in a fast-paced environment.
Wine & Spirits
No H1B
Responsibilities
Lead a team dedicated to delivering exceptional experiences to our consumers across traditional and social media channels
Inspire and develop a talented group of Consumer Services agents
Ensure team members have the skills, support, and motivation to provide best-in-class service every day
Coach team members through individualized feedback and development plans
Foster an inclusive environment that values diverse perspectives
Build a culture of collaboration and continuous learning
Help agents master communication, problem-solving, and professional etiquette
Meet and exceed performance goals
Span daily operational oversight, schedule management, and quality audits to ensure accuracy, compliance, and consistency in every consumer interaction
Act as the first point of contact for escalated calls
Resolve issues with empathy and efficiency
Ensure service aligns with Gallo’s high standards
Partner with cross-functional teams to integrate new brands and products into workflows
Identify opportunities for process improvements
Champion initiatives that enhance service delivery
Interpret data, spot trends, and make informed decisions that drive measurable performance gains
Qualification
Required
Bachelor's degree plus 4 years of consumer facing contact center experience reflecting increasing levels of responsibility; OR High School Diploma plus 8 years of consumer facing contact center or customer service experience reflecting increasing levels of responsibility
Experience with social media and e-commerce customer service support
Required to be 21 years of age or older
Required to see, smell, and taste wine as part of job duties
Leadership experience to include developing and motivating a team
Strong problem solving & analytical thinking skills
Strong written, verbal, and communication skills
Required to travel to company offices, sites, and/or meeting locations for onboarding, training, meetings, and events for development, department needs, and business delivery up to 5% of the time, with or without reasonable accommodation
Required to be 18 years or older
Preferred
Bachelor's degree in Business Administration, marketing, education, or communications plus 5 years of direct supervision of contact center agents in a CPG industry
Experience managing consumer product liability claims
Experience with contact center systems, preferred Astute ePC, Wilke CRS or ZenDesk or SalesForce Service Cloud
Experience demonstrating strong relationship building skills
Strong leadership skills to include strategic thinking, change management, people management, communication, persuasion and influence, project management and innovation
Wine industry knowledge
Ability to foster a work environment that is responsive and sensitive to the needs of diverse staff and consumer base
Skilled in effectively presenting information and responding to questions from groups of managers, clients, customers and the general public
Benefits
Medical and dental coverage
401k plans
Profit sharing
Pet insurance
Company holidays
Access to an employee wine shop
Company
GALLO
We're proud to be home to the top wine and spirits brands in the U.S., including High Noon and Barefoot Wine.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Eder Javier Cuiriz
Consumer Journey Partner
Hilary Wright
Talent Acquisition Partner
Recent News
Research and Markets
2025-07-22
Company data provided by crunchbase