Customer Support Supervisor

Pella Corporation•Geneva, IL

9d•Hybrid

About The Position

Pella is seeking a Customer Support Supervisor to join the Chicago operations leadership team. 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, and may include project coordination, service coordination, warehouse and delivery functions. The role is 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. The ideal candidate will have experience managing a customer service or order fulfillment team. This is a full-time hybrid role that works 3 days at our Geneva IL office and up to 2 days remotely.

Requirements

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 to appropriately resolve urgent service situations.
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 the organization.
Focused on details and follow-through.
Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and applications.
Bachelor’s degree from a four-year college or university; or three to five years related experience and/or training, or equivalent combination of education and experience.
Excellent verbal and written English language skills.
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.
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, customers, and visitors.
Must have ability to understand and communicate basic math associated with operational costs and/or revenue.
Must have the ability to interpret financial reports and commonly used company performance reporting methods.
Must have ability to solve practical problems without close supervision.
Must be able to determine appropriate resolution in dealing with employee concerns and questions and set appropriate boundaries.
Must possess good thought processes, problem-solving skills, and investigative theory.
Must be able to use sound judgment and make objective decisions in the company's best interest at all times.
Must be able to demonstrate ability to synthesize people and events, problem solve and engage individuals in effective conversation.

Nice To Haves

Experience managing a customer service or order fulfillment team.

Responsibilities

Direct supervision of non-exempt team members, including selection, training, performance evaluation and development, skill assessment, discipline, payroll reporting, and overtime scheduling.
Assisting in the development and implementation of processes that ensure consistent and professional product service to all customers, providing effective remedy to customer concerns and efficient use of internal resources.
Analyzing data to help determine potential future business needs.
Providing input and preparing initial budgetary proposals for assigned cost centers.
Delivering results for department-specific metrics.
Influencing customer satisfaction and sales growth by creating an experience for customers that exceeds their expectations in professionalism, helpfulness, and ease.
Evaluating and implementing new and creative ways to more efficiently provide product service to customers, including initiating and supporting continuous improvement efforts.
Utilizing technologies relevant to creating logistical efficiency and continually searching 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.
Serving as a key member for the company's Safety Program, which may include participating and facilitating meetings, designing policies and procedures, enforcing safety policies and procedures, conducting safety audit tours, and providing accident analysis and trends, statistics, and reports.
Conducting physical inventories of job order and stock inventory on a quarterly basis; responsible for planning, organizing, and reporting of physical inventory results.