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.

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,…