Service Supervisor

The Customer Service Supervisor is responsible for supervising the service department employees 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 Customer Service Team.  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 CES 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. Has heavy contact with customers, contractors, installers, vendors, sales reps, and all other internal departments in the coordination of service activities.  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 service department team members 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.

• Provides input and may prepare initial budgetary proposals for assigned cost centers 

• 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. 
• May serve as key member for company's Safety Program.  Participate and facilitate meetings, design policies and procedures, enforce safety policies and procedures, conduct safety audit tours, provide accident analysis and trends; accident statistics and reports.
• Ensures proper credit is received from Pella Corporation and outside vendors for all warranty items.
• Manages a fleet of company service vehicles and their equipment
• Responsible for managing all service parts inventory, which includes maintaining the appropriate levels of service stock inventory.

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

Qualifications

To perform this job successfully, an individual must be able to p