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 role will hold responsibility for exercising independent judgment in the direct supervision of Service Technicians and Customer Service Representatives.  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.  This is an onsite position that works at the Parsippany NJ office Monday - Friday.

The targeted pay range for this role is $75,000 - $90,000. The total compensation package for this position also includes applicable incentive compensation, such as an annual bonus. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, specific work geography, as well as internal equity and alignment with market data. As a member of the Pella Family of Brands, you will be eligible for company sponsored benefits that include healthcare, dental, vision, paid vacation, a generous 401(k) plan with company match, tuition assistance, 9 paid holidays, 20 paid vacation days, and much more.

Qualifications

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

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.  Previous experience in a supervisory role required.  

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 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. 

Professional Skills

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 details 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.

Computer Skills

Strong understanding of Microsoft Word, Excel, PowerPoint.  Comfortable using Salesforce and can easily learn all internal ordering or product information systems and the various phone systems.

Mathematical and Reasoning Skills:

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 always make objective decisions in the company’s best interest. Must be able to demonstrate ability to synthesize people and events, problem solve and engage individuals in effective conversation.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel, especially with use of the phone and computer.  The employee frequently is required to reach with hands and arms and talk or hear especially in use of the telephone and in meetings. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl.  The employee may occasionally lift and or move up to 25 lbs. Specific vision abilities required by this job include close vision, and ability to adjust focus to read written company forms, correspondence, policies, brochures, state/local/federal employment law manuals, and other documents and reading materials as well as the computer.

Must be available to work evenings and weekend as necessary.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals to perform the essential functions.

Primary work location will be the designated at the time of hire.  The employee will be required to enter the company's warehouse located at same address or other locations on a regular basis.  There may be occasions whereby work locations will include Trade shows or other showroom locations.  There may also be occasions when the employee will be expected/able to perform duties at home such as reading professional and/or research materials, making and accepting phone calls, composition of forms, correspondence, reports, etc. on the computer.  The noise level in the work environment is usually low to moderate in Administrative office and moderate in the warehouse.

Responsibilities/Accountabilities include the following but are not limited to:

• Ability to manage and support multiple teams/functions, including union and non-union team members.
• 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, attendance, performance, professional issues and payroll reporting, overtime scheduling and all other misc. items that are involved in supervising this group.
• Coach and mentor team while setting clear and timely expectations to ensure performance metrics and behaviors are met.
• Conducts regular one on one conversations as well as mid-year and year end performance evaluations to promote ongoing professional growth and development.
• Exhibits excellent verbal and written communications skills, organizational skills with attention to detail and the ability to provide support and develop team members to handle escalated issues professionally

• Assists in the development and implementation of processes that ensure consistent and professional product service to all our customers that is both an effective remedy to customer concerns and an efficient use of internal resources.

• 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. Identifies opportunities to update and improve customer experience procedures and makes recommendations to leadership.

• Establish and maintain a working knowledge of products, systems, processes, and resources to support a team of assigned customer experience representatives to ensure compliance with company guidelines and quality of service. 

• Analyzes data to help determine potential future business needs.

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

• Demonstrates the ability to collect data, prepare reports and documents such as summaries and responses to frequently asked questions or concerns.  Creates executable plans based on findings. 

• 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, which includes maintaining the appropriate levels of service stock inventory.

Additional responsibilities:

• Daily timecard review, allocations and timely approval for hourly team members
• Inputting of daily metrics
• Inputting and communicating weekly/monthly metrics. This will require some metrics to be shared with other departments.
• Performing quarterly performance reviews with the team
• Preparation of PowerPoint slides and presenting them at quarterly team meetings
• Approving invoices in a timely manner
• Approving expense reports
• Ordering technician’s uniforms bi-annually
• Managing the phone system to skill employees, monitoring CSR calls for quality assurance and shutting down the phones for holidays.
• Daily monitoring of pick tickets and dispatcher console route for efficiency, accuracy and last-minute changes.
• Blocking Salesforce dispatcher console calendars for time off requests and adding load time and holiday blocks
• Monitoring and enforcing any active recalls on product
• Scheduling opportunities for ongoing training opportunities for the service team members
• Resolving customer escalations
• Overseeing and enforcing quality alerts
• Documenting notable behaviors of team members

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 always maintain professionalism.

• 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, and 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