Key Account Team Lead

Clopay National Accounts, a division of Clopay Corporation is a leading manufacturer of commercial and grille doors. We pride ourselves on delivering exceptional customer service as well as unsurpassed quality and innovative products. Our employees are the cornerstone of our success and we are looking for dynamic individuals to join our team.

At Clopay Corporation, we are more than just North America’s largest residential and commercial garage door manufacturer—we are a powerhouse of innovation, safety, and design. Through our premier brands, we lead the industry in providing groundbreaking high-performance closure solutions for both the places people call home and the spaces where the world does business.

 

Headquartered in Mason, Ohio, and operating state-of-the-art manufacturing facilities in Troy, Ohio, Mountaintop, Pennsylvania, and Goodyear, Arizona, we are a proud American-owned company and a wholly-owned subsidiary of Griffon Corporation. Our reach extends across 55+ distribution centers and thousands of retail locations in the U.S. and Canada ensuring that we deliver the right door for every opening – from homes to businesses and beyond.

By joining our team, you become part of a legacy that blends the residential elegance of Clopay, known as "America’s Favorite Garage Doors," with the industrial strength and 180-year heritage of our rolling brands, Cornell and Cookson.  Together, we secure everything from family garages to the world's most iconic stadiums and skyscrapers.

 

We currently have an opening for a Key Account Team Lead.  Responsibilities include:

 

Customer Service Call Management:

• Participate in and ensure Clopay National Accounts achieves a high level of customer satisfaction with assigned Key Accounts and all CNA clients as it pertains to management of handling service calls (dispatch, quoting & project management).
  • Areas of focus include, but not limited to:
    • Knowledge of customer expectations and pricing programs.
    • Timely dispatch.
    • Timely and Accurate Quote Submission
    • Proper vendor selection
    • Pro-active management of dispatch and follow-up
    • Internal and external communication (systems and key people)
  • The performance metrics for this are supplier feedback reports submitted to CNA directly from the Customer and/or internal (CNA) identified performance metrics.
• Ability to perform the duties of a Service Project Coordinator/Project Manager.
• Ability to fill in on the On-Call Rotation when needed to ensure we have proper coverage.

 

Associate Management:

• Lead and develop an effective Key Account Team so that the team and the organization exceeds all productivity and quality targets.
• Improve customer support skills through coaching based on monitored calls and metrics of the service dispatch team.
• Identify and resolve all disciplinary and performance issues within the team so that customer satisfaction remains high, driving towards the complete elimination of complaints.
• Demonstrate a high level of energy and commitment so that the individuals are continuously motivated and encouraged towards the achievement of targets.
• Conduct semi-annual reviews and monthly one-on-one meetings with each associate.  The monthly one-on-one meetings will be used as a platform to coach, give positive recognition and get feedback from the associate in an effort to motivate the associate to their full potential and ultimately improve associate retention
• Work with Service Department Supervisor to identify trends so that continuous improvement becomes standard business practice.
• Develop and maintain a sound understanding of all service support systems so that effective management of these tools can help drive up performance.
• Contribute positively to the overall performance of the service department by undertaking special projects as assigned by senior management.
• Manage appropriate staffing levels in response to changes in work volume.
• Remain fully aware of the availability of all services in the company so that every opportunity to meet our customer’s needs is taken.
• Be willing and available to support the needs of the Service Department and/or the Company.
• Approve all worked hours and approved benefit time following our payroll processes.
• Closely monitor call aging and unresolved expenses.
• Participate in the development and training of newly hired associates, including 30/60/90 day reviews. 
• Facilitate and participate in weekly Ideas meetings

 

Financial Management:

• Manage your team to a