Job Description

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 seamless customer experience through the service coordination function as well as the responsibility for exercising independent judgment in the direct supervision of Service Technicians and/or Customer Service Representatives. The Service Supervisor 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. The Service Supervisor 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. The person in this role has heavy contact with customers, contractors, installers, vendors, sales reps, and all other internal departments in the coordination of service activities. The Service Supervisor 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.

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

• Responsible for the direct supervision of service department team members as assigned including, but not limited to, selection, training, performance evaluation and development, skill assessment, discipline, payroll reporting, overtime scheduling, and all other miscellaneous 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.
• 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 inventory, which includes maintaining the appropriate levels of service stock inventory.

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 their feet 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.

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 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 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, customer and visitors.

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 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.

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 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 outside a "normal" work week (overtime) as necessary, including evenings and weekends.

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.

About Pella Corporation

As the #1 most-preferred national window and door brand by homeowners across the country, Pella Corporation leads the industry in innovation and design. Founded in 1925, today the Pella Family of Brands encompasses a robust product offering sold and installed through various channels. We are a growing, privately owned company with 20 manufacturing locations and over 10,000 team members in the U.S. and Canada. Pella is consistently recognized as a great place to work by Newsweek, Forbes and Glassdoor, having most recently been named to America’s Greatest Workplaces for Diversity by Newsweek in 2024, as well as Forbes' 2024 Best Employers for Women and Best-In-State Employer in Iowa. We have also received numerous accolades for innovation and design, including Fast Company’s Best Workplaces for Innovators in 2024 and Most Innovative Manufacturers for 2022 and 2023.

At Pella, our team cares deeply, learns continuously and achieves results that go beyond. We encourage creative thinking that seeks out and includes diverse perspectives. And we empower you to do the work you’re most proud of — that’s why we offer individualized talent development plans, cross-functional experiences and opportunities for career advancement through personal and professional development.

With talent just like you, we are imagining, building and fighting for a brighter future for generations to come. Ready to find a career that sparks your passion?