The Customer Support Manager is responsible for managing the order fulfillment and customer support processes at assigned branch locations. This includes responsibility for exercising independent judgment to provide a seamless customer experience through order fulfillment, may include project coordination, service coordination, warehouse and/or delivery functions. Responsible for 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 exempt and or non-exempt team members as assigned. This includes, but is not limited to, selection, training, performance evaluation and development, skills assessment, discipline and discharge, payroll reporting and staffing.
Action-oriented approach to efficient resolution of product service requests for customers.
Fosters a cooperative team environment conducive to the sharing of information and training to promote independent decision making; responds to escalated customer concerns and issues.
Initiates and supports continuous improvement efforts that increase customer satisfaction and revenue throughout all areas of responsibility.
Responsible for meeting P&L objectives for the assigned departments by strategically analyzing trends and identifying opportunities for improvement.
Leverages company database tools to create efficiency in logistics and customer satisfaction.
Works collaboratively with customers and all internal departments to drive 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 OSHA requirements, conduct safety audit tours, provide accident analysis and trends; accident statistics and reports.
Leadership responsibility may include conducting physical inventories of job order and stock inventory on a quarterly basis; Responsible for planning, organizing and reporting of physical inventory results.
Must be able to develop a strong understanding of all Pella products and their applications
Must have outstanding problem solving skills and the ability to demonstrate a high level of responsiveness towards urgent customer issues
Must exhibit superior communication skills and the ability to maintain professionalism in times of great adversity and pressure
Works collaboratively and creates a sense of trust and reliability with internal team and customers
Demonstrates a strong work ethic and flexibility towards the needs of the business
Leverage the expertise of other internal team members as appropriate
Champions change and innovation within the organization
Focused on details and follow through
Proficiency with Microsoft Office, smart devices, and the ability to learn proprietary software programs and applications
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 5+ years related experience and/or training, or equivalent combination of education and experience.