Manager, Call Center – Core Products (CRL) (Manufacturing)

Who we are:

C.R. Laurence Co., Inc. (CRL), is the leading supplier to the glazing, architectural, railing, construction, industrial, and automotive industries. Offering more than 60,000 products, we serve the industry from locations throughout North America, Europe, and Australia.

We are part of the Oldcastle Building Envelope (OBE) and operate our business to the highest standards of quality and customer service. The companies and institutions that depend on us impact the growing fields of glass fabrication, construction, architecture, and automotive restyling. Their positions as leaders in their own industries mean they demand the highest standards from their suppliers. 

About the Position:

The (PGS) Team Leader is responsible for providing quotes to customers and converting quotes to orders with the understanding of Business Development and Sales. They're expected to lead their Team by providing support to meet all customer SLA expectations. This position must have an understanding of all CRL products for their given Product Group and processes, as well as CRL quote programs/configurators to effectively manage their teams.

Responsibilities include, but are not limited to: 

• Ensures team is following procedures and processes, provides clarity
• Ensure team is working towards the sales goal
• Ensure team is meeting SLA expectations at all customer touch points, phone calls, emails, voicemails. And that quotes and orders are being processed in a timely manner.
• Prioritizes all escalations as their first priority to resolve on a daily basis
• Monitors (IQ61) Open Quote by Customer in PO and AW Status to conversions are timely and where appropriate and engages Specialists on a weekly basis to ensure notes are current.
• Communicates clear team goals and KPI's
• Oversees day to day performance
• Ensures team has phone coverage and adjusts as needed
• Complete regular in-person employee observations and remote call monitoring to foster growth and development of team members.
• Collaborates with the Sales Solution Managers as a Team to meet our SLA's as needed
• Responsible for providing accurate quotations to customers for their given Product Group
• Meet or exceed SLA for quote turn around for their given Product Group
• Have the ability to read and understand of bid requests through specifications/drawings ensuring quote is technically compatible and competitive
• Maintain broad knowledge of Product Group products to offer customer
• Answer customer calls and resolve customers questions/concerns by providing relevant and accurate information in a timely manner.
• Document customer interactions and transactions in ERP consistently.
• Demonstrate sincere desire to understand and anticipate the needs of customers
• Create sense of urgency to lead our customer to release quotes to order in a timely manner for CRL to meet the projects critical path.
• Participate in educational opportunities to enhance knowledge of Product Group
• Responsible for updating notes on any open quotes, orders or drawings that are not resolved within the business day in a consistent daily basis.
• Collaborate with internal teams on customer needs and factors that contribute to customers satisfaction
• Manage requests with use of.
  • Pricing software
  • Research Catalogs for product verification.
  • Promote product lines represented by CR Laurence cross sell, value engineer, and exhaust all CRL options to keep order inhouse.
• Exercise discretion and independent judgment during the business process:
  • Qualifying
  • Quoting
  • Closing
  • Converting (Project Managing)
  • Cross sell, value engineer, and exhaust all CRL options to keep order inhouse.
• Demonstrate a closing Ratio greater than _8__% on all quotes above $25,000.00
• Provide expert advice to CRL customers specific to the Product Group represented.
• Share industry knowledge, understanding, experiences and problem-solving abilities to CRL customers when customers are presented with an issue or concern.
• Offer CRL customers strategic advice on how to grow their business.
• Have the ability to Partner and form Relationships with CRL customers for the benefit of both CRL and our Customers.
• Works with the Director establishing deliverable results for the Team of Specialists they are responsible for.
• Team Leader is the go-to person for Specialists they are responsible for, coaching and leading their Team.
• Works with Technical Director on NPD's and Product updates when needed.
• Have the know-how to grow sales by understanding lateral product groups to assist in upsell opportunities and answering all customer questions.
• Regular and predictable attendance, safely perform tasks and adherence to all safety policies and procedures are essential functions of the job.
• Other duties as assigned
• Project manage orders to align our customers critical path with promise date and deliver on the promise
• Serve as an ambassador (customer advocate) between customers and CRL
• Expedite and prioritize servicing of our CRL top customers
• Provide expert technical support and solutions
• Have the know-how to grow sales by understanding lateral product groups to assist in upsell opportunities and answering all customer questions.
• Represent CRL with pride and provide customers with exceptional experiences every customer every time.

Qualification Requirements: 

• A minimum of 2-3 years previous customer service experience or equivalent; glass industry preferred
• High School Diploma or equivalent; Associates/Bachelor's Degree preferred
• Ability to take ownership and go above and beyond to service customer needs
• Ability to work at a fast pace and stay current with all inquiries and follow up tasks
• Strong organizational and listening skills
• Ability to work flexible hours
• Ability to work independently and prioritize work with deadlines
• Ability to work in a fast paced, team environment to meet required deadlines
• Utilizes strong time management and organizational skills to successfully multi-task
• Must be able to communicate effectively and conduct themselves professionally, with excellent written and verbal communication skills
• Computer experience a must and typing of numbers with accuracy
• Decision making ability – able to action
• Exceptional interpersonal skills
• Demonstrate aptitude with troubleshooting experience
• Spanish speaking, a plus
• Knowledge of general pricing and margins applied and negotiating skills
• General understanding of glass systems
• Effective navigation of CRL's web site and business software to retrieve product and business transaction information
• Must be organized and have the ability to prioritize effectively
• Must have excellent customer service skills; Ability to exercise tact and discretion, and good self-expression
• Demonstrate critical thinking and independent thinking skills to anticipate and resolve issues
• Ability to read interpret, drawings, and Specifications.

 

What CRL Offers You 

Salary: $68,640 - $97,000

• Highly competitive base pay
• Paid time off
• 10 Holidays (inclusive of 2 floating holidays)
• Market competitive 401(k) match
• Industry-leading medical, dental, and vision benefits
• Short-term and long-term disability coverage
• Life Insurance  
• Health and wellness programs
• A culture that values opportunity for growth, development, and internal promotion
• Employee discounts  

 

We are excited to be an Equal Opportunity Employer at C.R. Laurence. We are actively seeking job applicants who reflect a broad representation of differences, including race, ethnicity, religion, sex, sexual orientation, gender identity/expression, physical ability, neurodiversity, age, veteran, family and economic status and background, geographical background and status, and perspective. We believe that the best companies reflect the incredible diversity in viewpoints, backgrounds, and identities of the world in their staffs, and are committed to inclusive hiring across departments and levels.    

C.R. Laurence Co., Inc. (CRL) is an E-Verify Employer.  

Sales