Customer Success Manager

I.BASIC DESCRIPTION & OVERVIEW OF JOB

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The Pella Products of Kansas City Customer Success Manager will oversee and direct the Purchasing functions and the Retail, Trade and Service Project Coordination activities. This position has direct management of all Pella KC Service Project Coordinators, Retail Project Coordinators, Trade Project Coordinators, all material Purchasing functions as well as our independent Pella Qualified Service Technicians.

This position reports directly to the General Manager of Operations.

This position is directly responsible for managing an efficient/effective process of purchasing the product from Pella Corp, effectively managing the cost-effective delivery of the product for Service, Retail, Trade and Commercial orders, effective communication and timely resolution of any Service events and consistent and reliable communication of project timelines to our Retail and Trade customers.

This position effectively manages and helps brings to completion any Trade, Retail or Service customer escalation.

II.GENERAL DUTIES & RESPONSIBILITIES

• Ensure all objectives of materials management, logistics, quality control, scheduling, maintenance, safety, and security are met in all aspects of Purchasing and Project Coordination activities for Retail, Trade and Service events.
• Ensure the Purchasing functions are completed with high accuracy, high quality and efficient timeliness.
• Effectively manage our inventory turns metric with attention to efficient fiscal responsibility and responsible space management.
• Ensure high responsiveness to questions and issues from both internal and external customers for Retail, Trade and Service.
• Ensure Service Events are effectively managed and effectively resolved for the customer issue.
• Create a positive service environment with customers, ensuring strong customer satisfaction, both internally and externally. Effectively handle elevated customer service issues, ensuring effective recovery and very satisfied customers.
• Drive customer feedback systems such as Google Reviews and Pella Customer Feedback Survey’s
• Assist in efforts to reduce operating costs, improve productivity, and lower overall cost per unit. Establish and achieve variable project operating budgets.
• Develop effective professional network within Pella Corp to help resolve denied warranty claims, facilitate product performance issues with Pella Engineering and Manufacturing locations and overall process issues for administrative tasks involving Pella Corp.
• Develop and Inspire subordinates through being a role model engaging in coaching, accountability for high performance, direct and professional communication, and building trusting relationships.
• Develop high performing employees through effective hiring, coaching, training, and performance management.
• Always exhibit the highest standard of personal ethics and adhere to all company policies, Pella KC Mission Statement and core Pella KC values.
• Develop, maintain, and enhance personal understanding of relevant industry knowledge, technical and technological advances, industry, and best practices, and encourage and support employees in doing similarly.
• Perform positively within a goal-oriented environment.
• Maintain a team attitude and have responsibility for performance; demonstrate ownership for adherence to company policies and processes while meeting key performance metrics of the department.
• Be responsive and work with a sense of urgency in a growth-oriented culture and environment
• Accept personal responsibility for performance.
• Be an advocate of Pella Products of Kansas City, beyond the workplace.
• Professionally and honestly represent products and services without making any false claims or warranties.
• Provide outstanding customer service to both internal and external customers
• Any additional duties that are assigned by management or company officers.

III.REQUIRED SKILLS

• Demonstrate intermediate understanding of residential/trade/commercial construction activities, subcontractor relationships and expectations, scheduling changes and subcontractor cost negotiations.
• Ability to communicate effectively (written, phone, text, email and in-person…).
• Ability to effectively multi-task and work on several projects/tasks each day to ensure that goals and projects are successfully moving to completion.
• Capable of working with and at ease with all levels of management.
• Ability to develop strong professional, inter-personal relationships and gain the respect of all internal and external team members.
• Ability to provide constructive input into the planning & execution of our overall annual operations plan.
• Accept and handle a workload that supports accelerated growth
• Able to assess, analyze & take action on various data inputs to positively impact each segment.
• Ability to manage detailed information, assess data, organize work, and meet deadlines.
• Demonstrate critical problem solving and solutions focused thinking.
• Ability to read and analyze documents related to contracts and work documents.
• Ability to write detailed reports and effective business correspondence.
• Ability to verbally present information and respond to questions from peers, managers, executives, subcontractors & customers.
• Ability to solve practical and arithmetic problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to perform calculations using units of money, time, measurement, etc.
• Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth.
• Ability to apply basic concepts of algebra, geometry, and general business math.
• Proficiency with Microsoft Word, Excel, Outlook, and Power Point software applications.
• Proficiency with the applicable Pella software systems.