Responsible for assisting/supporting the Customer Experience team. This position will be responsible for leading a group of team members while coaching, training, and coordinating daily tasks. Coordinates all aspects of the customer experience, including working with other departments as required to provide an excellent customer experience to all Pella customers that aligns with company goals.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Coach, mentor, guide and direct team to ensure productivity, quality standards professional growth and development. Including reviewing mid-year and year end performance evaluations.
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.
Provides leadership to the Customer Experience team in the day-to-day operation of the area. Maintains a high level of employee morale within the department. Informs team members of changes in policies. Encourages business relationships, team effort, and positive attitude. Ensures adequate staffing levels, employee development, quality assurance, & process improvement.
Provides needed support on any calls from customers relating to any concern regarding customer or product service. Responsible for maintaining excellent customer service with all phases of customers (including homeowners, contractors, sales reps, contact center team members, architects, and/or distributors). Is required to exercise proper discretion so that both the customers' needs and the Corporation's well-being are taken into consideration. Exercises proper authority in bringing the related problem to a satisfactory conclusion.
Track trends, initiate technology and process improvements to leadership to eliminate issues/impediments to delivering service excellence while maintaining company/team goals per established metrics. Work with the team to implement new processes, procedures or system enhancements.
Collaborates with many different departments to ensure proper communication is relayed to both Pella personnel as well as to the internal/external customer.
Needs to have a base knowledge of products, processes, and systems. Ensures that all communication is acted upon in a timely manner. Coaches team to maintain detailed and accurate records of all communications and transactions with customers so that there is an accurate audit trail for future use.
Responsible for authorizing credits up to $10,000.
