Job Details
Customer Service & Support Supervisor
Description **Starting Salary up to $75,000 based on experience! Bonus opportunities in addition to yearly salary!**
Develop and manage relationships with existing customers, Customer Support Team members, Service Technicians, and management to meet or exceed customer satisfaction. Act as primary contact for scheduling material to the job sight, managing post delivery product service requirements, and any customer needs or inquiries. Upon receipt of the order, coordinate the scheduling of value-add and delivery to meet the customers delivery expectations .In addition, coordinate all efforts to support sales growth objective. Assist in the development and implementation of customer service strategies that promote very satisfied customers, which improve customer relationships. Train and coach CST members and technicians to excel at their responsibilities. Take a role as a problem solver for challenges other team members can not solve. Assist the manager with employee assessments.
Requirements GENERAL RESPONSIBILITIES
Exhibit the highest standard of personal ethics at all times and adhere to all Gunton Corporation policies.
Develop extensive product and process knowledge, and the ability to navigate the following software: Pella Order Management System, Pella Quoting System, Pella Order Entry Transmission System, Customer Service Module, and the Pella Electronic Reference Library.
Develop and maintain trusting relationships and communications with peers, the management team, and external team members, enhancing the ability to provide outstanding customer service.
Through teamwork, meet customer expectations by coordinating order fulfillment needs to earn a rating of Very Satisfied from the customer. If the results fall short of a Very Satisfied service rating, you must be in a position to identify areas of opportunity.
Manage customer order need dates through effective communication combined with our confirmation process.
Adjust Pella ship dates to meet or exceed the divisional Delivery Performance Goals.
Document all communication, including messages left, direct contact, and contact attempts with our customers in the appropriate notes fields in the Order Management System.
Minimize potential credit or delivery logistic challenges through effective and consistent use of our confirmation process. When a challenge does arise, take ownership and resolve the issue to our customers satisfaction.
Consistently execute through our Order Management software all internal requirements that will assure a timely and complete delivery to our customer.
Manage outstanding product delivery issues or product service needs to complete the order fulfillment process
Manage the product service requirements during the first two-years post-delivery.
Supervise the work assignments for Customer Service Representatives and Service Technicians within territory in order to meet performance goals and schedules. Primary focus the customer.
Field, coordinate, and/or resolve difficult and escalated problems from internal and external customers.
Coordinate the training of Customer Service Representatives and Service Technicians to improve their knowledge of product and process enhancements and new initiatives.
Review and approve Customer Service Representatives and Service Technicians time cards.
Perform additional responsibilities assigned by manager.
REPORTING RELATIONSHIP
Manager of Customer Support and Service-Trade.
MANDATORY SUCCESS FACTORS
Customer Focus
Coaching / Mentoring
Problem Solving
Delegating Skills
Process-Oriented
Team Building Skills
Planning / Organizational skills
Initiative
Interpersonal Relationship Skills
PREFERRED SUCCESS FACTORS
Prior customer service experience.
A technical knowledge of basic construction principles and window and door industry.
College degree or equivalent work experience.
Management Experience