Service and Warranty Administration Supervisor
Mississauga, ON
If you've been looking to join a stable and friendly company with competitive compensation package and comprehensive range of benefits including health and dental, RRSP, vacation, employee and family assistance program, and much more, then keep reading!
We are currently looking for a Service and Warranty Administration Supervisor. This position plays a vital role in overseeing the day-to-day administration process of the department while upholding the standard of excellence that our customer service is known for.
If this sounds like something you will be interested in, Apply Now! We want to meet you!
What’s in it for you?
- Family oriented work environment
- Opportunity to grow within the company and work with fun and dynamic people
- Matched RRSP contribution
- Comprehensive health benefits
- Life insurance / LTD coverage
- and more!
What you will be doing
- Supervise the day-to-day service administration team
- Build out processes and ways to improve
- Building a dashboard and scorecard of Key Performance Metrics for the service department through Sales Force
- Manage and move forward service backlogs
- An ambassador and leader of the customer experience; building trust and maintain sustainable customer service relationship with external and internal customers
- Work closely with the National Director of Service and Installation in leading the departmental initiatives in line with company's overall strategic plan
- Proactively solve customer complaints with a sense of urgency and follow up while observing sensitivity, diplomacy, and professionalism at all times
- Manage existing customers to ensure retention and loyalty
- Address customer complaints and concerns that have been escalated in a timely and professional manner
- Provide leadership to the service and warranty team by setting expectations, keeping open lines of communication, coaching on a continual basis, providing constructive feedback, and ongoing support
- Assist the National Director of Service and Installation in evaluating employee performance
- Plan the department's workload and flow
- Maintain shift schedules to ensure sufficient employee coverage
- Communicate skills proven through effective huddles / meetings / coaching sessions.
What you bring to the table:
- College Diploma or equivalent
- 3+ years experience in a related management role, within a small to mid-size organization.
- Previous experience in windows industry or building materials or construction preferred
- Excellent leadership qualities and ability to lead by example to ensure a team approach.
- Customer centric and able to adapt/respond to different personalities and communication styles
- Strong organizational skills and the ability to work in a fast-paced and diverse working environment
- Must be able to maintain a high level of product and service knowledge and communicate that knowledge effectively to customers
- Familiar with CRM systems and practices
- Technically competent and proficient with various software programs: Excel, Word, Outlook, Smartsheet, etc.
- Excellent communication skills, both verbal and written
- Strong desire to advance in continuous learning
- Must have a vehicle with a valid driver’s license
Working Conditions
- Operation of desktop computer and peripherals
- Extended periods of sitting
- Interaction with internal employees, dealers, management, customers, and the public at large
- Working in a busy office environment with frequent interruptions
- Occasional overtime
About Us
We are a premier manufacturer of made-to-order wood, wood-clad, and fiberglass windows and doors. We offer an unparalleled value with craftsman-quality construction, energy-efficient technology, and the industry's most extensive selection of shapes, styles, sizes, and options.
Here, we always strive to find better, more sustainable ways to enrich people's lives and the space where they live, work and play.
