Customer Experience Coordinator Supervisor

Pella of WYIDAHO is a Window and Door industry leader, and we strive to enhance the lives of our customers and team members. Your career at Pella will provide you with training and give you the opportunity to become an expert in your field. Enjoy a fun, fast paced and supportive culture that you can take pride in being a part of. We work hard to ensure our team has competitive pay, excellent medical insurance, bonuses, 401k retirement program, profit sharing and generous paid time off. With our positive culture and family spirit we are passionate about what we do. We strive for E3 – Deliver Extra-Ordinary Experiences for Everyone.

SUMMARY: The Customer Experience Coordinator Supervisor is responsible for owning the overall service coordination process to diagnose, coordinate, and solve customer-facing service issues, while providing exceptional communications to internal and external customers. The Supervisor is the primary owner of customer experience coordination goals to establish and maintain best-in class service to customers who have service issues with Pella products.

PRINCIPAL DUTIES AND RESPONSIBILITIES include the following, but not limited to:

Skills/Knowledge:

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Proven experience in a supervisory role within customer service or a related field. Call center experience preferred. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill and/or ability required to successfully perform the job. Reasonable accommodation may be made to enable individuals and disabilities to perform the essential functions. Preferred Qualifications include experience in ordering parts and inventory management, familiarity with virtual customer service platforms. Other duties, responsibilities, and qualifications may be required and/or assigned, as necessary.

EDUCATION and/or EXPERIENCE: Associates degree (A. A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience. Must be current in practices of employee supervision, process and policy development and implementation etc. Must be highly proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint). Must have the ability to manage multiple tasks in an environment of constant interruptions and be able to prioritize responsibilities. Preferred bachelor’s degree in business administration, management, or related field.

COMMUNICATION: Excellent verbal and written English language skills are required as well as excellent customer service skills. Ability to read, interpret, understand, and explain documents such as processes, policies, emails, etc. Ability to write routine reports and correspondence. Ability to effectively explain information to others, gather information from others, and respond appropriately to questions from customers, team members, peers, and managers. Must display excellent phone and email etiquette. Ability to speak effectively before groups of customers or employees of the organization.

MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REQUIREMENTS FOR TRAVEL: Periodic travel is required to meet with team members at other offices face to face. Frequency is expected to average once every two months but as needed for team meetings or other situations that may arise.

REASONING ABILITY: Ability to understand, define problems, collect data, establish facts, and draw valid conclusions. Ability to deal with problems involving several concrete and abstract variables in a variety of situations. 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 always make objective decisions in the company’s best interest. Must be able to demonstrate the 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. While performing the duties of this job, the employee is regularly required to sit and use hands to 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.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. The primary work location will be at our storage warehouse in Nampa. Role may require flexible hours to accommodate various customer needs. Combination of in-person and virtual customer interactions. There may be occasions whereby work locations will include other Pella of WYIDAHO 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. This position description is not intended to be and should not be considered as an all-inclusive list of responsibilities, skills or working conditions associated with this position. While this description is intended to accurately reflect the position’s activities and requirements, management reserves the right to modify, add or remove duties, as necessary.

Condition of Employment: Pella of WYIDAHO is committed to workforce diversity. Must be able to successfully pass post-offer background check, MVR, and drug screen. Pella participates in E- Verify.

Equal Employment Opportunity: Pella of WYIDAHO provides a working environment free of discrimination and harassment. Pella of WYIDAHO treats all persons equally, regardless of race, color, sex, religion, national origin, age, or disability, as each is protected under federal law. A number of states in which Pella of WYIDAHO operates may have laws protecting classifications of team members not necessarily protected under federal law. Therefore, Pella of WYIDAHO also treats all persons equally, regardless of political affiliation and belief, pregnancy, national origin, age, creed, marital status, military status, sexual orientation, mental disorder, veteran status, ancestry, or handicap as each category is protected under a municipal ordinance or state law

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

Schedule:

Work Location: In person