Customer Care Supervisor

Location US-FL-North Venice
ID 2025-12196
Category
Service
Position Type
Full-Time
Remote
No
Min Pay Range
USD $60,894.37/Yr.
Max Pay Range
USD $76,117.00/Yr.

Summary

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 Care Supervisor manages diverse activities of Customer Care team engaged in handling product orders and providing 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
  • Analyzes and organizations Customer Care 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 Confirmation of Conversations (COCs).
  • 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:

    • Production Control for leveling of manufacturing work load
    • Shipping to ensure RMA process is flowing smoothly.
    • Partners with Sales to balance customer needs with ability for Customer Care to perform.
    • Partners 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.
    • Maximizes productivity of Customer Care team and Inside Sales Team through proficient use of appropriate software applications, such as Excel, Exo Quote, Frontier, and Sales Logix.
    • Participates in departmental budget and cycle forecast. 
    • Creates reports of performance data and develops standard and ad-hoc reports. 
    • Pursues opportunities for self-development. 
    • Keeps current on technology opportunities in Customer Care industry. 
    • Conducts interviews for prospective employees. 

Qualifications

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, RMAs, production release and service orders
  • Exo Quote, Frontier, SalesForce and AS400 experience

Education Requirements:

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

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About Us

Our benefits package includes coverage of your health, wealth, and wellness for you and your eligible spouse/dependents. We offer a competitive salary and benefits package, including a 401k with company match and generous paid time off to help you balance your life. Below is a list of benefits you will enjoy while working with our company.

 

  • Three comprehensive Medical plan options
  • Prescription
  • Dental
  • Vision
  • Company Paid Life Insurance
  • Voluntary Life Insurance
  • Supplemental Hospital Indemnity, Critical Illness, and Accident Insurance
  • Company-paid Short-Term Disability
  • Company-paid Long-Term Disability
  • Paid time off (PTO), including Vacation, Personal, and paid Holidays
  • 401k retirement plan with company match
  • Employee Assistance Program
  • Teladoc
  • Legal Insurance
  • Identity Theft Protection
  • Pet Insurance
  • Team Member Discount Program
  • Tuition Reimbursement
  • Yearly Wellness Clinic

MITER Brands, also known as MI Windows and Doors, Milgard and PGT Industries are an equal-opportunity employer. The company does not discriminate based on religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information, or any other applicable legally protected category. #MITERopsfl  

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