Customer Support Manager

Customer Support Manager

Pella is seeking a Customer Support Manager for our Geneva, IL branch office. 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.

The targeted pay range for this role is $93,000 - $117,000. The total compensation package for this position may also include 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 team, you will be eligible for company sponsored benefits that include healthcare, dental, vision, paid time off, a generous 401(k) plan, tuition assistance, and much more.

Responsibilities

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.

Skills/Knowledge:

• 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

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 five to ten 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 Us

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