Sales Subsidiary Customer Support Supervisor

Position Overview: 

The Customer Support Supervisor is responsible for supervising the order fulfillment and customer support processes at assigned branch locations, this includes responsibility for executing standard processes to provide a seamless customer experience through order fulfillment, may include project coordination, service coordination, warehouse and delivery functions.  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 non-exempt 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.
• Leadership responsibility could include conducting physical inventories of job order and stock inventory on a quarterly basis; Responsible for planning, organizing and reporting of physical inventory results 

 

Skills/Knowledge:

• Must be able to develop an 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 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 ou