Customer Care Supervisor

UNAVAILABLE; North Venice (IL); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Care Supervisor to lead a dynamic team in delivering exceptional service. This role involves coaching potential leaders, analyzing operations, and ensuring customer satisfaction through effective communication and efficient workflows. The ideal candidate will have a strong background in customer care, proficiency in relevant software, and a commitment to fostering a positive work environment. Join a company that values health, wellness, and professional development while making a significant impact in the residential window and door manufacturing sector.

Benefits

Medical, Prescription, Dental, Vision plans

Company-paid Life Insurance

Short and Long-Term Disability

Generous Paid Time Off

Employee Assistance Program

Tuition Reimbursement

Pet Insurance

Team Member Discount

Wellness Clinics

Qualifications

• 4-5 years of experience in Customer Care management.
• Intermediate proficiency in MS Office applications.

Responsibilities

• Coach and develop team members for succession planning.
• Analyze and organize Customer Care operations for efficiency.

Skills

Customer Care Management

Coaching and Mentoring

Analytical Skills

MS Office Proficiency

Conflict Resolution

Education

Bachelor's Degree or Equivalent Experience

Tools

Exo Quote

Frontier

AS400

Job description

Summary

MITER Brands is a residential window and door manufacturer offering a leading portfolio of brands for new construction and replacement segments. Known as Milgard, MI Windows & Doors, and PGTI, it is one of the nation’s largest suppliers of vinyl windows and patio doors, with manufacturing plants across the country.

Why work at MITER Brands?

The Customer Care Supervisor manages diverse activities of the Customer Care team, focusing on handling product orders and delivering exceptional customer service.

Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Coach, mentor, and develop potential leaders for succession planning.
• Analyze and organize Customer Care operations and procedures.
• Provide leadership to team leaders and members to ensure customer focus, integrity, technical accuracy, efficiency, and policy adherence.
• Maximize team productivity and quality by fostering a positive environment.
• Maintain consistent correspondence procedures and style practices.
• Research and develop resources and procedures to create efficient workflows.
• Provide constructive feedback to team members verbally and in writing, documenting through Confirmation of Conversations (COCs).
• Conduct 90-day and annual performance reviews.
• Ensure team members receive necessary training to meet and exceed expectations.
• Formulate procedures for records management.
• Create and monitor individual development plans for direct reports to promote continuous improvement and customer satisfaction.
• Regularly meet with direct reports to review performance, progress, and development opportunities.
• Design office layout and initiate cost-reduction programs.
• Collaborate with cross-functional teams to advocate for customers, including production control, shipping, sales, field service, and information systems.
• Prepare management reports and coordinate departmental activities.
• Maintain contact with customers and outside sales representatives.
• Handle escalated customer complaints and requests for back charges beyond standard approval levels.
• Evaluate complaints and back charges, determining appropriate actions.
• Draft written responses to dealer complaints and maintain ongoing communication during disputes.
• Maximize team productivity through proficient software use (Excel, Exo Quote, Frontier, Sales Logix).
• Participate in departmental budgeting and forecasting.
• Create performance reports and develop standard and ad-hoc reports.
• Engage in self-development and stay current on industry technology opportunities.
• Conduct interviews for prospective employees.

Qualifications

Minimum related experience:

• 4-5 years in Customer Care
• Intermediate proficiency in MS Office (Word, Excel, Outlook, PowerPoint, Access)
• Strong knowledge of PGT products, shipping, RMAs, production release, and service orders
• Experience with Exo Quote, Frontier, and AS400 systems

About Us

Our benefits include health, wealth, and wellness coverage for employees and dependents. We offer a competitive salary, 401k with company match, and generous paid time off, among other benefits such as:

• Medical, Prescription, Dental, Vision plans
• Company-paid Life Insurance, Short and Long-Term Disability
• PTO including Vacation, Personal days, Holidays
• Employee Assistance Program, Teladoc, Legal Insurance, Identity Theft Protection
• Pet Insurance, Team Member Discount, Tuition Reimbursement, Wellness Clinics

MITER Brands is an equal-opportunity employer committed to diversity and inclusion. We do not discriminate based on legally protected categories.