Customer Service Manager - Windows & Doors

Customer Service Manager - Windows & Doors

Gentek is a leading manufacturer and distributor of vinyl and aluminum siding, windows, and other exterior home improvement products.

To support our continuing growth strategy for Canada, we are ready to add a dynamic and enthusiastic person to join our leadership team in the role of

Windows & Doors, Sales & Service Support Manager.

It’s a new role for us. It’s an important role for us. And it could be the perfect role for you if you are passionate about creating smooth processes and building a strong team that delivers outstanding customer experiences. This a role focused on continuous improvement of business practices and processes for quotes, order entry, technical support, after-sales service, and warranty. This position will be based in either Burlington or London area, while your team members are located in different parts of Canada. Long-distance leadership is not easy and will require strong communication, coordination, and motivation skills. Your team is dedicated to ensuring that our Business Development Managers, Regional Managers, and our Sales Representatives are supported in every way possible to ensure a superior B2B customer experience.

Responsibilities

• Lead and coach the customer service team to deliver exceptional sales support.
• Establish the best processes for quotes, order entry, and related communications.
• Be an expert yourself. You will be the go-to escalation point for complex customer issues. Demonstrate both understanding and capability in all jobs that report to you, so that you in turn can effectively train, provide back-up, and implement process improvements.
• Track performance metrics. Manage the flow of incoming calls to ensure adequate coverage and minimize customer wait times. Monitor and react to business needs to manage workflow and add resources when necessary to meet both demand and our customer service standards.
• Manage our after-sales service program for OPP glazed products, as well as our manufactured products.
• Develop after-sales service strategy for geographical areas not currently serviced.
• Participate in discussions/negotiations to support our Product Manager on window/door-related OPP partnerships.

Required Competencies

You must be comfortable in a leadership role and at ease in communicating with subordinates, peers, and senior managers alike as you will be the point of contact for the escalation of any quality or quantity service-related issues. Specifically you will:

• Have several years of experience working in a leadership capacity in the window industry. It is imperative that you understand the industry, and have an appropriate level of technical knowledge.
• Have an intermediate or advanced level of computer literacy including AS400, and Paridigm software experience.
• Possess a post-secondary education in a business-related field or equivalent experience.
• Approach work with a continuous improvement mindset and be obsessed with customer service excellence/
• Regularly demonstrate superior communication and leadership skills including listening and teambuilding to influence the activities of others/
• Be bilingual (preferred).

The ‘What’s In It for Me’ 

We have a strong leadership team in Canada who work collaboratively to get things done. On top of that we offer:

• Competitive salary and bonus program
• Comprehensive Life, Medical, and Dental benefits with company paid premiums
• 3 week minimum vacation to start
• Flexible work location possibilities (hybrid)
• Savings Plan with full company match to prepare you for your future