Customer Resolution Team Leader

SUMMARY Responsible for assisting/supporting the PDSN Customer Support Supervisor in the planning and directing of the PDSN Customer Support area. This position will be responsible for supervising 10-12 team members (coaching, counseling, etc.) This position also provides proper customer service to all customers (including homeowners, contractors, architects and/or distributors) in his/her team's assigned sales region. Coordinates all aspects of customer service, including working with other departments as required to provide excellent customer service to all Pella customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned. Responsible for the development and implementation of programs, policies, procedures and experiences that provide our customers with an innovative product and/or experience that brings comfort, pride and peace of mind from their Pella brand interactions both internally and externally. Provides leadership to the PDSN Customer Support Specialists 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 improvements. Receives and acts on any calls from customers and/or distributors relating to any concern regarding customer or product service. Responsible for maintaining excellent customer service with all phases of customers (homeowners, architects, contractors and 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. Knowledge and quantification of service problems are used to justify proposals. Works closely with many different departments to assure proper communication is relayed to both Pella personnel as well as to the customer (i.e., Sales, Manufacturing, Product Planning). Needs to have knowledge of products manufactured by the corporation. Needs to have ready access to current and detailed specifications in order to communicate effectively with distributors/customers. Maintains detailed, 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.

SUPERVISORY RESPONSIBILITIES

Provide direct supervision for up to 10-12 PDSN Customer Support Specialists. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.