Job Description:

Customer Service Supervisor

Parkersburg, WV, USA
Req #12467

Wednesday, June 30, 2021

PURPOSE/GOALS

Leads and directs the Customer Service team members in the day-to-day operations; assumes the manager's responsibility on an as needed basis. Maintains the highest standards of integrity and Customer Service and ensures that established Quality and Performance Metrics are met. Identifies, provides suggestions for, and implements improvements to the processes and functions of the department when and where appropriate. Drives team accountability to deliver 'Best in Class' Customer Service at all levels. Will foster a professional and customer-centric environment at all times.

This position is for our Consumer Team handling homeowner escalations.

RESPONSIBILITIES

• Supervise and maintain Customer Service staff and job results.Document performance issues including: Counsel, coaching, corrective action and generation of performance evaluations.Assist in the selection of staff including staff recruitment and hiring. Identify and conduct or delegate appropriate training of staff to deliver the highest standard of customer service.

• Maintain order-processing flow for quick acknowledgement turn-around.Enter orders, verify accuracy of orders, and evaluate order entry time.Process and implement adjustments as needed.

• Maintain equitable workload distribution among staff.Provide assistance to work-groups in order processing management, quoted and/or any other related customer service function.Re-distribute workload as needed.

• Provide for continuity and effectiveness of work cell groups.Research and analyze error volume, investigate training needs and make recommendations for improvement. Drives accountability and leads by example.

• Communicate with internal and external customers in a timely and effective manner.Investigate and solve customers' concerns for root cause resolution.

• Act as mediator between customer service, manufacturing, shipping and customer.

• Attend daily production meeting (where applicable) and prepare and distribute daily reports on customer service duties and/or department performance.

• Prepare, interpret and clarify policies and procedures for but not limited to customers and customer service department.

REQUIREMENTS

Education

High school diploma required with five years experience in customer service setting; Bachelor'sdegree in Business or Human Relations preferred.

Experience

Three to five years customer service and/or sales experience required. Three years management and/or supervisory experience required.

Cornerstone Building Brands is the largest manufacturer of exterior building products in North America. Our comprehensive portfolio spans the breadth of the residential and commercial markets, while our expansive footprint enables us to serve customers and communities across North America. Our relentless focus on excellence combined with our ongoing commitment to innovation and R&D has driven us to become the #1 manufacturer of windows, vinyl siding, insulated metal panels, metal roofing and wall systems, and metal accessories. We believe every building we create, and every part of that building, positively contributes to communities where people live, work and play.

Cornerstone Building Brands is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, protected veteran status, disability, sex, gender identity, sexual orientation or national origin.

Must be at least 18 years of age to apply.

Notice of Recruitment Fraud

We have been made aware of multiple scams whereby unauthorized individuals are using Cornerstone Building Brand's name and logo to solicit potential job-seekers for employment. In some cases, job-seekers are being contacted directly, both by phone and e-mail. In other instances, these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising high-paying jobs with the requirement that the job-seeker send money to pay for things such as visa applications or processing fees. Please be advised that Cornerstone Building Brands will never ask potential job-seekers for any sort of advance payment or bank account information as part of the recruiting or hiring process.

Other details

• 
  Job Family
  Sales Operations
  
• 
  Job Function
  Customer Service
  
• 
  Pay Type
  Salary
  

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• 
  Parkersburg, WV, USA

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