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. MITER Brands, also known as Milgard, MI Windows & Doors and PGTI 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 & Warranty Service Supervisor manages diverse activities of the Customer and Warranty Serve Team engaged in handling post sale service complaints and case management from creation to the support of the Field Service Team.

• Coach, mentor, and develop potential leaders for succession planning
• Analyzes and organizations Customer & Warranty Service operations and procedures.
• Provides leadership to team leaders and team members to ensure consistent demonstration of customer focus, integrity, technical accuracy, efficiency, and conformity to company policies.
• Maximizes productivity and quality of team by nurturing a positive team environment.
• Maintains uniform correspondence procedures and style practices.
• Researches and develops resources and procedures that create timely and efficient workflow.
• Provides positive and, when necessary, negative feedback to team members verbally and in writing.  Documents feedback through Individual Development Plan.
• Conducts 90-day and annual performance reviews for team members.
• Ensures team members receive appropriate training necessary to meet and exceed job expectations.
• Formulates procedures for systematic retention, protection, retrieval, transfer, and disposal of records.
• Creates individual development plans for direct reports and monitors progress to drive continuous improvement and customer satisfaction.
• Meets with direct reports on a regular basis to review performance and accuracy, progress on development plan, and to discuss development opportunities.
• Provides office layout and initiates cost-reduction programs.
• Works with cross-functional team members as customer advocate to ensure company meets the needs of its customers, such as:
  • Supports with Field Service to accommodate homeowner and customer needs.
  • Partners with Information Systems for implementation of new programs and constant efficiency improvements with current programs.
• Prepares reports for guidance of management.
• Coordinates activities of assigned teams within department.
• Maintains contact with customers and outside sales representatives.
• Handles escalated customer complaints and requests for back charges beyond customer service representative and Team Leader approval levels.
• Evaluates complaints and back charges, recommends and/or determines appropriate action using authorized discretion in the final resolution.
• Composes written communication in response to dealer complaints.
• Maintains contact with customers and outside Sales people throughout dispute.
• Pursues opportunities for self-development.
• Keeps current on technology opportunities in Call Center industry.
• Conducts interviews for prospective employees.

SUPERVISORY RESPONSIBILITIES:

Lead Customer & Warranty Service Call Center team for assigned area.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Required Skills:

• 4-5 years of call center experience
• 5 years of experience managing a call center
• Advanced use of MS Office (Word, Excel, Outlook, PowerPoint, Access).
• Experience in using call center phone systems and software
• Experience with CRM platforms
• Experience in tracking KPI’s and related reports and dashboards

Nice-to-have Skills:

• Strong knowledge of windows and doors and procedures including shipping, RMA’s, production release, and service orders
• Experience in Salesforce, Exo Quote, Frontier, and AS400

EDUCATION and/or EXPERIENCE:

• 4-5 years of call center experience
• Minimum High school diploma or equivalent required
• Preferred Bachelor’s degree in related field
• Advanced use of MS Office (Word, Excel, Outlook, PowerPoint, Access).
• Exo Quote, Frontier, and AS400 experience.

LANGUAGE / COMMUNICATION SKILLS:

• Basic English language skills.
• Requires good verbal, written, and listening skills with external and internal customers.
• Must be able to communicate effectively with staff, customers, vendors, and other internal departments.

MATHEMATICAL SKILLS:

• Must be able to calculate and determine accuracy of other’s calculations.
• Basic math to include adding, subtraction, multiplying, dividing, fractions, decimals, and percentages.

REASONING ABILITY:

• Must be able to assess complex situations and make appropriate decisions.
• Ability to maintain self-control under stress.
• Ability to effectively resolve conflict.
• Ability to multi-task and efficiently prioritize work load.

CERTIFICATES, LICENSES, REGISTRATIONS:

None

PHYSICAL DEMANDS / WORK ENVIRONMENT:   

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

• Standard office environment with frequent walking and standing.
• Extended periods of sitting at computer workstation with focused eye contact on computer screen.
• Occasional climbing, stooping, kneeling, crouching, crawling, and balancing.
• Frequent use of eye, hand, and finger coordination enabling the use of office equipment.
• Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices (office phone, work cellular phone).
• Consistent daily attendance required to ensure timely processing of weekly payroll

TRAVEL REQUIREMENTS:

• Ability to travel occasionally domestically.
• Ability to travel to Field Service warehouse locations as needed.

Description:

Occasional:  activity exists less than 1/3 of the time.

Frequent:  activity exists 1/3 and 2/3 of the time.