Customer Success Team Leader

SUMMARY 

The Customer Success Team Leader will oversee and assist a team of Sales Project Specialist in the performance of their job duties through coaching & developing, training, and coordinating daily tasks. 

The Customer Success team creates a competitive advantage by serving as a single point of contact and communication link between Pella National Account Sales, key customer accounts and the company.  As such, this role will be responsible for holding the team accountable for activities which enhance customer satisfaction and enable sales rep productivity to deliver revenue growth.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Coach, mentor, guide, and direct team to ensure productivity, quality standards, professional growth and development. Including reviewing mid-year and year end performance evaluations.  Coaches the team to take ownership, be solution oriented and prioritize follow up and follow through. 

Responsible for the identification, development and implementation of programs, policies and procedures which support total customer satisfaction, both internally and externally, where applicable in relation to this position.

Provides leadership to the Customer Experience team in the day-to-day operation of the area. Maintains a high level of employee morale within the department. Informs team members of changes in policies.  Encourages business relationships, team effort, and positive attitude.  Ensures adequate staffing levels, employee development, quality assurance, & process improvement. 

Provides needed guidance and support on any internal and external customer inquiries. Responsible for maintaining excellent customer service with all customers (including sales reps, account teams and internal team members).  Is required to exercise proper discretion so that both the customers' needs and the Corporation's well-being are taken into consideration.  Exercises proper authority in bringing the related problem to a satisfactory conclusion. 

Track trends, initiate technology, and process improvements to leadership to eliminate issues/impediments to delivering service excellence while maintaining company/team goals per established metrics. Work with the team to implement new processes, procedures, or system enhancements. 

Collaborates with many different departments to ensure proper communication is relayed to both Pella personnel as well as to the internal/external customer.

Needs to have a base knowledge of products, processes, and systems.   Ensures that all communication is acted upon in a timely manner.  Coaches team to maintain detailed and accurate records of all communications and transactions with customers so that there is an accurate audit trail for future use. 

Responsible for authorizing credits up to $10,000.

SUPERVISORY RESPONSIBILITIES 

Provide direct supervision for Sales Project Specialist team.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE 

Associate degree (A. A.) or equivalent from two-year college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS 

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of internal and external customers or employees of organization.

MATHEMATICAL SKILLS 

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY 

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS 

Word, Excel, PowerPoint, Teams, Oracle and all internal ordering or