Customer Service Supervisor

Description:Exceeding the expectations of homeowners, builders and craftsmen is our business at Pella Window & Door. With over 75 years of experience, we have the depth of product knowledge that positions us as a leader in the building industry. Pella Window and Door Company of California, Inc., a division of J.E. Higgins Lumber Company, is a high-end window distributor in Northern California, with extended operations in Oregon.Our reputation for being a category innovator as well as a stable company has been built on years of tradition. We are positioned for continued growth and offer our employees the opportunity to work in a collaborative, caring and ethical environment. Pella Windows and Doors and J. E. Higgins Lumber Company invite you to use your talent and creativity to exceed our customers’ expectations.Corporate office, located in Livermore, is looking for a candidate to supervise customer service initiatives for its Pella Window and Door Company division. Applicant should be a passionate, highly motivated individual who is looking to lead a challenging and rewarding Customer Service Department. Responsibilities:•Supervise a staff of Inside Service Coordinators•Responsible for training staff•Participate in periodic performance reviews for staff•Conduct weekly staff meetings•Implement and maintain team policies and procedures•Answer customer incoming calls and place outgoing calls to customers•Accurately troubleshoot product issues•Properly escalate issues•Determine part necessity and availability•Maintain an effective and efficient schedule for service technicians •Develop and maintain excellent intra-department relationships•Schedule and order parts for service visits by the technicians•Track inbound parts to assure they arrive in time for the service visit•Confirm service appointments and follow up with customer•Track service labor revenue•Specifically, coach and advise staff as needed in the areas of customer service skills, and personal and career development•Represent the organization at all times in a professional, competent manner, in keeping with the high ethical and cultural standards of the organization.Qualifications: •Candidate must be career oriented•Minimum 2 years product service and/or project coordinator experience•Exceptional communication skills•Must be dependable and self-directed with the instinctive ability to solve problems effectively•Mathematical skills – Ability to compile and decipher information in a spreadsheet format•Excellent organizational and time-management skills•Professional demeanor •Strong computer skills (Word, Excel, PowerPoint)•Ability to read maps•Must work well in a collaborative team environment•Construction experience desired•College Degree preferred or equivalent combination of education and experience.To apply please send resume to pellajobs@pellawest.com