Customer Support Manager
Grand Rapids, MI Grand Rapids, MI Full-time Full-time $65,000 - $90,000 a year $65,000 - $90,000 a year 7 days ago 7 days ago 7 days ago Pella Windows and Doors is looking for a talented Customer Care Supervisorbased out of our Grand Rapids, MI location.
Be part of a winning team that emphasizes professional growth and development.
A window of opportunity is open for individuals seeking meaningful careers with a strong, people-focused company.
We Offer:
Competitive salary Health Benefits, 401K and profit-sharing benefits Positive, Fun, Team Environment The Customer Care Supervisor is responsible for supervising the project coordinator and technician team and processes at assigned branch locations.
This includes responsibility for executing standard processes to provide a seamless customer experience through the service coordination function.
This includes responsibility for exercising independent judgment in the direct supervision of project coordinators.
Is responsible for influencing customer satisfaction with service by continuously improving branch efforts of service lead-time, first time completion rate, average days to complete service, and service metrics.
Is the primary expert used in resolving escalated field service concerns and in proactive education and training for both customers and the internal team members.
Responsible for assisting in the identification, development and implementation of programs, policies and procedures that support total customer satisfaction, company profitability and market share growth.
Responsibilities/Accountabilities includes the following but not limited to:
Responsible for the direct supervision of project coordinators and technicians as assigned.
This includes, but is not limited to, selection, training, performance evaluation and development, skill assessment, discipline, payroll reporting, overtime scheduling and all other misc.
items that are involved in supervising this group.
Assists in the development and implementation of processes that ensure consistent and professional product service to all of our customers that is both an effective remedy to customer concerns and an efficient use of internal resources.
Analyzes data to help determine potential future business needs.
Responsible for delivering results for department specific metrics Responsible for influencing customer satisfaction and sales growth by creating an experience for our customers that exceeds their expectations in professionalism, helpfulness and ease.
Assists in evaluating and implementing new and creative ways to more efficiently provide product service to our customers.
This includes initiating and supporting continuous improvement efforts throughout all areas of responsibility.
Utilizes technologies relevant to creating logistical efficiency and continually searches for new ways to utilize technology in process improvement.
Frequent one-on-one contact with customers, branch sales force, vendors and all internal departments to oversee efficiency and customer satisfaction throughout the organization.
Ensures proper credit is received from Pella Corporation and outside vendors for all warranty items.
Skills/Knowledge:
Must be able to develop a high level understanding of all Pella products and their applications Must have problem solving abilities and the ability to think on his/her feet in order to appropriately resolve urgent service situations that arise in the general course of business.
Demonstrates open communication and the ability to maintain professionalism at all times Works collaboratively and creates a sense of trust and reliability with internal team and customers Demonstrates a strong work ethic, flexible about hours, responsive to customer needs, willing to be available Seeks out internal experts and utilizes their knowledge Supports change and innovation within organization Focused on details and follow through Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and applications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience Bachelor's degree from four year college or university; or three to five years related experience and/or training, or equivalent combination of education and experience.
Language and Communication Skills Excellent verbal and written English language skills are required as well as good public relations, public speaking, instructional/teaching, and customer service skills.
Ability to read, interpret, understand and explain documents such as company policies and benefits.
Ability to effectively present information to others, gather information from others, and respond appropriately to questions from employees, managers, co-workers, agents, customers, and the general public.
Must be able to listen, assess and diagnose hidden meanings, and empathize.
Must be able to resolve conflict in the best interests of the business and our customers.
Must display excellent phone and email etiquette, and the ability to communicate in a professional manner.
Must be able to make eye contact and present appropriate persona for the situation when interacting with fellow employees or waiting on a customer/visitor in person on a regular and consistent basis.
Professional Skills Must be a team player and exhibit a strong desire to learn and promote self-growth.
Must be pro-active, have a good attitude, be self-disciplined, and self-motivated.
Must be a take-charge person with a demonstrated ability to follow projects through to completion.
Attention to administrative detail is required.
Must be articulate, able to give clear instructions, demonstrate organizational skills, and meet reasonable deadlines.
Must be able to maintain strict confidence with regards to sensitive and protected personnel/confidential information.
Must be able to gain trust, respect, and confidence of employees and managers.
Must be able to hold firm when necessary, provide constructive feedback, and compromise when called for.
Must present in a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customer and visitors.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel, especially with use of the phone and computer.
The employee frequently is required to reach with hands and arms and talk or hear especially in use of the telephone and meetings.
The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl.
The employee may occasionally lift and or move up to 25 lbs.
Specific vision abilities required by this job include close vision, and ability to adjust focus to read written company forms, correspondence, policies, brochures, state/local/federal employment law manuals, and other documents and reading materials as well as the computer.
Must be available to work outside a normal work week (overtime) as necessary.
Job Type:
Full-time Pay:
$65,000.
00 - $90,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Schedule:
8 hour shift Day shift Monday to Friday On call Supplemental pay types:
Bonus pay Ability to commute/relocate:
Grand Rapids, MI 49505:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Microsoft Office:
1 year (Preferred) Sales:
1 year (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Be part of a winning team that emphasizes professional growth and development.
A window of opportunity is open for individuals seeking meaningful careers with a strong, people-focused company.
We Offer:
Competitive salary Health Benefits, 401K and profit-sharing benefits Positive, Fun, Team Environment The Customer Care Supervisor is responsible for supervising the project coordinator and technician team and processes at assigned branch locations.
This includes responsibility for executing standard processes to provide a seamless customer experience through the service coordination function.
This includes responsibility for exercising independent judgment in the direct supervision of project coordinators.
Is responsible for influencing customer satisfaction with service by continuously improving branch efforts of service lead-time, first time completion rate, average days to complete service, and service metrics.
Is the primary expert used in resolving escalated field service concerns and in proactive education and training for both customers and the internal team members.
Responsible for assisting in the identification, development and implementation of programs, policies and procedures that support total customer satisfaction, company profitability and market share growth.
Responsibilities/Accountabilities includes the following but not limited to:
Responsible for the direct supervision of project coordinators and technicians as assigned.
This includes, but is not limited to, selection, training, performance evaluation and development, skill assessment, discipline, payroll reporting, overtime scheduling and all other misc.
items that are involved in supervising this group.
Assists in the development and implementation of processes that ensure consistent and professional product service to all of our customers that is both an effective remedy to customer concerns and an efficient use of internal resources.
Analyzes data to help determine potential future business needs.
Responsible for delivering results for department specific metrics Responsible for influencing customer satisfaction and sales growth by creating an experience for our customers that exceeds their expectations in professionalism, helpfulness and ease.
Assists in evaluating and implementing new and creative ways to more efficiently provide product service to our customers.
This includes initiating and supporting continuous improvement efforts throughout all areas of responsibility.
Utilizes technologies relevant to creating logistical efficiency and continually searches for new ways to utilize technology in process improvement.
Frequent one-on-one contact with customers, branch sales force, vendors and all internal departments to oversee efficiency and customer satisfaction throughout the organization.
Ensures proper credit is received from Pella Corporation and outside vendors for all warranty items.
Skills/Knowledge:
Must be able to develop a high level understanding of all Pella products and their applications Must have problem solving abilities and the ability to think on his/her feet in order to appropriately resolve urgent service situations that arise in the general course of business.
Demonstrates open communication and the ability to maintain professionalism at all times Works collaboratively and creates a sense of trust and reliability with internal team and customers Demonstrates a strong work ethic, flexible about hours, responsive to customer needs, willing to be available Seeks out internal experts and utilizes their knowledge Supports change and innovation within organization Focused on details and follow through Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and applications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience Bachelor's degree from four year college or university; or three to five years related experience and/or training, or equivalent combination of education and experience.
Language and Communication Skills Excellent verbal and written English language skills are required as well as good public relations, public speaking, instructional/teaching, and customer service skills.
Ability to read, interpret, understand and explain documents such as company policies and benefits.
Ability to effectively present information to others, gather information from others, and respond appropriately to questions from employees, managers, co-workers, agents, customers, and the general public.
Must be able to listen, assess and diagnose hidden meanings, and empathize.
Must be able to resolve conflict in the best interests of the business and our customers.
Must display excellent phone and email etiquette, and the ability to communicate in a professional manner.
Must be able to make eye contact and present appropriate persona for the situation when interacting with fellow employees or waiting on a customer/visitor in person on a regular and consistent basis.
Professional Skills Must be a team player and exhibit a strong desire to learn and promote self-growth.
Must be pro-active, have a good attitude, be self-disciplined, and self-motivated.
Must be a take-charge person with a demonstrated ability to follow projects through to completion.
Attention to administrative detail is required.
Must be articulate, able to give clear instructions, demonstrate organizational skills, and meet reasonable deadlines.
Must be able to maintain strict confidence with regards to sensitive and protected personnel/confidential information.
Must be able to gain trust, respect, and confidence of employees and managers.
Must be able to hold firm when necessary, provide constructive feedback, and compromise when called for.
Must present in a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customer and visitors.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel, especially with use of the phone and computer.
The employee frequently is required to reach with hands and arms and talk or hear especially in use of the telephone and meetings.
The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl.
The employee may occasionally lift and or move up to 25 lbs.
Specific vision abilities required by this job include close vision, and ability to adjust focus to read written company forms, correspondence, policies, brochures, state/local/federal employment law manuals, and other documents and reading materials as well as the computer.
Must be available to work outside a normal work week (overtime) as necessary.
Job Type:
Full-time Pay:
$65,000.
00 - $90,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Schedule:
8 hour shift Day shift Monday to Friday On call Supplemental pay types:
Bonus pay Ability to commute/relocate:
Grand Rapids, MI 49505:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Microsoft Office:
1 year (Preferred) Sales:
1 year (Preferred) Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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