Customer Service Supervisor

Company: Associated Materials
Location: Cuyahoga Falls
Posted on: November 26, 2022

Job Description:

Company Description

Associated Materials, a federally designated essential business, is the parent company for leadingresidential building product brands such as Alside, Gentek, andPreservation. With a legacy of over 70 years in business, we create,develop, manufacture, extrude and distribute beautiful siding, windows and morethroughout our network of North American company-owned distributors.
Headquartered in Cuyahoga Falls, OH, Associated Materials has over 4000 employees across its U.S. and Canadian manufacturing footprint and our extensive North American distribution center network (120+ locations!). We are a charter member of the Vinyl Siding Institute, the American Association of Architects, the National Association of Home Builders, and the National Association of the Remodeling Industry.
This combination of established brand recognition, manufacturing capacity and distribution reach makes for an exciting and rewarding employment value proposition. Join us, and discover the next step in your career journey.

Job Description

SUMMARY:
The Customer Service Supervisor is responsible for providing guidance to team members in a high volume call center environment and for performing all tasks related to customer information, processing orders, and following up to ensure customer satisfaction. Reporting to the Customer Services Manager this position requires a hands-on approach and the ability to cover West Coast hours as necessary (10:30am - 7:00pm EST).
OBJECTIVES:
Coach and lead employees on the Customer Experience team to deliver outstanding business results and customer experience that meet or exceed established metrics. In addition,participate in the development, motivation, and training of personnel and manage direct reports in accordance with company policies
DAY-TO-DAY RESPONSIBILITIES:

• Supervises the activities of the customer service group to ensure that current and future customer needs are met within the scope of company resources.
• Key responsibility as customer advocate within. Plays a leadership role in and supports processes regarding customer satisfaction issues. Establishes appropriate direct relationships with customer base to work with dealers, distributors and homeowner issues that are beyond what Customer Service Reps and Technical Service associates can deal with.
• Resolve issues with Sales and customer communication to shop floor.
• Provide follow-up for customers with credit or other escalated issues
• Submit monthly reports as required
• Maintains adequate care and supervision of associates reporting to the department to ensure maximum utilization of human resources in accomplishing departmental/Company goals.
• Evaluates, motivates and provides coaching and corrective action to customer service associates as appropriate in accordance with Company policy and procedures. In concert with the Manager and Vice President, develops and executes appropriate staffing plans to meet departmental/Company goals.
• Performs other duties as assigned. KEY RELATIONSHIPS:
  
  • External Customers - Builders and Contractors
  • Sales team
  • Manufacturing
  • Quality
  • Engineering
  • Supply Chain
    
    Qualifications
    
    EDUCATION AND EXPERIENCE:
    
    • Requires a minimum of 3 years of successful supervisory or team lead experience in a customer focused environment
    • High School degree or equivalent required, Associates or Bachelor's degree preferred
    • Demonstrated excellent communication skills oral and written with a track record of building positive relationships with other functional departments
    • Experience proactively identifying and resolving employee issues and concerns
    • Demonstrated proficiency with MS Office Suite, Excel

Keywords: Associated Materials, Cuyahoga Falls , Customer Service Supervisor, Hospitality & Tourism , Cuyahoga Falls, Ohio