Customer Care Supervisor

MITER Brands; Venice (FL); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Care Supervisor to lead a dynamic team focused on exceptional service and operational excellence. This role involves coaching potential leaders, analyzing customer care operations, and ensuring a customer-centric approach. You will play a crucial part in enhancing team productivity and maintaining high standards of service quality. If you are passionate about customer service and have a knack for leadership, this opportunity offers a chance to make a significant impact in a thriving environment. Join a company that values innovation and teamwork, and help shape the future of customer care.

Benefits

Health Coverage

401k with Company Match

Paid Time Off

Wellness Programs

Qualifications

• 4-5 years of call center experience required.
• 5 years managing a call center is essential.
• Advanced MS Office skills needed.

Responsibilities

• Coach and develop team members for succession planning.
• Analyze and organize Customer Care operations.
• Handle escalated customer complaints effectively.

Skills

Call Center Management

Customer Service

KPI Tracking

Advanced MS Office Skills

CRM Platforms

Team Leadership

Education

High School Diploma

Bachelor's Degree

Tools

Excel

Exo Quote

SalesForce

Frontier

Sales Logix

Job description

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About MITER Brands

MITER Brands is a residential window and door manufacturer that provides a leading portfolio of window and door brands for the 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 plants across the country.

Why work at MITER Brands?

The Customer Care Supervisor manages diverse activities of the Customer Care team engaged in handling product orders and providing exceptional customer service.

Responsibilities

• Coach, mentor, and develop potential leaders for succession planning.
• Analyze and organize Customer Care operations and procedures.
• Provide leadership to team leaders and team members to ensure consistent demonstration of customer focus, integrity, technical accuracy, efficiency, and conformity to company policies.
• Maximize productivity and quality of the team by nurturing a positive team environment.
• Maintain uniform correspondence procedures and style practices.
• Research and develop resources and procedures that create timely and efficient workflow.
• Provide positive and negative feedback to team members verbally and in writing, documenting through Confirmation of Conversations (COCs).
• Conduct 90-day and annual performance reviews for team members.
• Ensure team members receive appropriate training to meet and exceed job expectations.
• Formulate procedures for systematic records retention, protection, retrieval, transfer, and disposal.
• Create individual development plans for direct reports and monitor progress to drive continuous improvement and customer satisfaction.
• Meet regularly with direct reports to review performance, progress on development plans, and discuss development opportunities.
• Provide office layout and initiate cost-reduction programs.
• Work with cross-functional teams as a customer advocate to meet customer needs, including coordination with Production Control, Shipping, Sales, Field Service, and Information Systems.
• Prepare reports for management guidance.
• Coordinate activities of assigned teams within the department.
• Maintain contact with customers and outside sales representatives.
• Handle escalated customer complaints and requests beyond standard approval levels.
• Evaluate complaints and back charges, recommend or determine appropriate actions.
• Compose written communications in response to dealer complaints.
• Maintain ongoing contact with customers and outside sales throughout disputes.
• Maximize team productivity through proficient use of software applications like Excel, Exo Quote, Frontier, and Sales Logix.
• Participate in departmental budgeting and cycle 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 skills include:

• 4-5 years of call center experience
• 5 years managing a call center
• Advanced MS Office skills (Word, Excel, Outlook, PowerPoint, Access)
• Experience with call center phone systems and software
• Experience with CRM platforms
• Experience tracking KPIs and creating related reports and dashboards

Nice to Have Skills

• Knowledge of windows, doors, and procedures including shipping, RMAs, production release, and service orders
• Experience with Exo Quote, Frontier, SalesForce, and AS400

Education Requirements

• Minimum: High school diploma or equivalent
• Preferred: Bachelor's degree in a relevant field

Benefits

Our benefits include health coverage, 401k with company match, paid time off, and wellness programs, among others.