GAF Hiring for Supervisor, Customer Care Residential at Nashville, Tennessee Full Time

Job Description:

At GAF, we cover more than buildings. We cover each other. No matter what role, tenure, or track, under this roof you are empowered to be there for your teammates, your customers, and especially your community. Under this roof, we don’t back down from hard work– we support one another in pursuit of something bigger. We define the future while leading the present. And under this roof, we own our opportunities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most.

Team Overview

The Supervisor, Customer Care Residential position is a critical team lead of our Residential Customer Care team.

Summary

The Customer Care Residential Supervisor will be responsible for providing direct supervision to a team of Customer Care Representatives. In this role the Supervisor will need to ensure world class support throughout all aspects of the order process including order placement, customer follow up, and special projects. The Supervisor will need to apply effective team and individual coaching opportunities and mentoring methods to ensure the reaching of departmental and individual goals. The Supervisor will need to demonstrate excellent verbal and written communication skills which will help provide total problem resolution in a timely, effective and professional manner.

Essential Duties

• Supervise and monitor a team of Customer Care Representatives which includes, but is not limited to: coaching, counseling and mentoring in order to develop the team professionally.

• Assist in on-boarding new hires for the Customer Care team.

• Create schedules to provide sufficient coverage to meet service levels for both peak and non-peak seasons.

• Conduct communication huddles, oversee team performance, and conduct employee reviews.

• Resolve escalated issues from customers which include, but are not limited to: challenging customers, missed job sites, product availability, carrier problems, and vendorissueswiththereviewingoforders–providecompleteresolutionstoescalated problems.

• Ensure work is being distributed evenly among team members with little to no errors.

• Run reports to verify all fax orders, EDI, and E-mail orders are being fulfilled in a timely manner.

• Work directly with both Sales and cross functional support departments to resolve any issues related to orders.

• Ensure system accuracy by reporting product misinformation found in the CCR systems.

• Promote team success by running management reports to ensure group metrics are met or exceeded.

• Attend training sessions as required to ensure you are up to date on all product knowledge, processes, and best practices.

• Actively participate in the Customer Care Alternative Workplace and Laptop Programs to ensure business continuity at all times.

• Interview Candidates as needed.

Under This Roof, We Require

• Bachelor’s Degree.

• Minimum of 3 years related Supervisory or Management experience.

Under This Roof, We Also Value

• Strong computer skills including Google Business Suite.

• Advanced Customer Care supervisory skills, including coaching, counseling and employee development.

• Advanced knowledge of order life cycle.

• Basic OCR and EDI knowledge.

• Basic knowledge of forecasting, production planning & scheduling, and shipping.

• Advanced verbal and written communication skills.

• Intermediatetimemanagementskills.

• Intermediate presentation skills.

• Advanced organizational skills and attention to detail.

• Advancedanalyticalskills.

• Advanced Ability to multitask.

How We Protect What Matters Most

• We offer a wide range of health insurance options that include medical, dental, and vision for you and your family.

• Our Family-Building benefits support the many different journeys to fertility and parenthood.

• Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions.

• Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee’s primary residence.

• Professional growth and development are very important to us! We offer internal trainingprogramsandcourses,aswellasageneroustuitionreimbursementprogram.

• We put diversity and inclusion into action with our Employee Resource Groups, which unite employees based on common perspectives, identities, demographic factors, or out of a desire to be an ally.

GAF complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR Services at 833-HR-XPERT.

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Consideration will be given based on geography, candidate experience, and qualifications.

Annual Salary Range: 75,150-96,025

We believe our employees are our greatest resource. We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions. We are proud to be an equal opportunity workplace and GAF, Standard Logistics, SGI, and Siplast are proud to be affirmative action employers. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know. If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).

Privacy Policy (https://www.gaf.com/en-us/about-us/privacy-and-legal/privacy-policy) CA Privacy Applicant Notice (https://www.gaf.com/en-us/about-us/privacy-and-legal/applicant-privacy-notice)

With 130+ years in the industry, GAF is the leading roofing manufacturer in North America. As a member of the Standard Industries family of companies, we are also part of the largest roofing and waterproofing business in the world.

Our communities help give our work meaning and the products we manufacture help protect what matters most. The shingles help to shelter the families living in the homes in our towns. The TPO helps protect what is under that hospital’s roof. In addition to quality products, we make sure they are installed by quality craftsmen and women. The full GAF portfolio of solutions is supported by an extensive national network of factory-certified contractors.

GAF continues to be the leader in quality and offers comprehensive warranty protection on its products and systems. Our success is driven by a commitment to empowering our people to deliver advanced quality and purposeful innovation and the desire to protect what matters most. ​