WHO WE ARE

One Company. Hundreds of Products. Endless Possibilities. Ply Gem is North America’s leading manufacturer of exterior building materials, including windows, siding, stone, and 40 other categories. At Ply Gem, we provide the nation’s residential builders, remodelers and architects with access to a comprehensive range of building products. From new construction to repair, remodel and replacement, our full line of building products provide quality and value for all types of projects.
Ply Gem Canada is a growing company in the building products industry backed by Cornerstone Building Brands, providing us with stability and strength in the North American market. Cornerstone Building Brands is the largest manufacturer of vinyl windows in North America with brands you’ve come to know and trust. We have endless building product options from standard to specialty to customized to whatever you’re looking for. But it’s our service capabilities that sets us apart.
At Ply Gem Canada, we strive to produce a continuous stream of market leading products and services. We are creative and seek to recognize, embrace and apply new ideas and commercialize them more quickly than our competitors. We relentlessly seek to raise the bar on our products and services. We establish a reputation for innovation, quality and service that differentiates us from our competitors and enables us to tailor products and services to be the market leader.
Our building solutions are the cornerstone of the communities we serve. We believe every building we create, and every part of that building, positively contributes to communities where people live, work and play.

WHAT THE COMPANY EXPECTS OF OUR TEAM

• Bring yourself fully to work each day
• Playing your role on the team so together we Win as One
• Welcoming and Driving Change to support our continued evolution
• Help drive the success of our Canadian Business through living our universal core values
• Making an Impact to ensure our continued success
  Job Description

POSITION OVERVIEW

Reporting to the Corporate Services Manager the Customer Service Supervisor is responsible for daily operations of the customer service team in Calgary, AB. Key responsibilities will include ensure that the team is working together to achieve key targets as well as fostering a positive and respectful work environment for all team members. The team is responsible providing customer support and maintaining positive customer relations while responding to problems and inquiries. The successful candidate will work towards maintaining productive working relationships with internal and external customers and ensuring a positive customer experience for all our partners

QUALIFICATIONS

• High school diploma or equivalent
• Typing skills of at least 40 WPM
• Strong capability to coach and train new hires
• Ability to handle stressful situations appropriately
• Excellent communication skills

EXPERIENCE

• 1-2 years prior experience as a customer service representative or similar roll
• Previous team management experience highly desirable

SKILLS AND ATTRIBUTES

• Effective verbal and written communication skills.
• Computer literate; Proficiency in using the Office Suite of products including (Word, Excel, and Outlook)
• Attention to detail in all areas of work.
• Good organizational, time management and prioritization skills.
• Strong work ethic and positive team attitude.
  Additional Information
  Residential Building Products - Exterior Home Building Products
  Ply Gem Canada is committed to an inclusive, equitable and accessible workplace. We will accommodate applicants’ needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received relating to accommodation will be addressed confidentially.

• Supervising the daily operations of our Calgary customer service team
• Ensuring that identified KPI’s are met
• Develop and maintain positive relationships with Ply Gem Canada customer base
• Effectively communicating corporate goals and objectives to staff
• Foster a proactive and positive working environment to enhance Ply Gem Canada, Customer Service operations
• Ensuring that all communications with customers through email, phone and in person is done in a professional manner, asking the necessary questions required to ensure the correct product and issue has been identified.
• Ensure that all data entered into the system is complete, accurate, and clearly documents all service issues on the service order pertaining to the service work that is to be done
• Become a subject matter expert with regards to our Warranties and charging policies of Ply Gem Canada for the service being requested,
• Have an excellent level of knowledge of product specifications and
• Able to work alone for extended periods of time but also able to work close with other team members
• have the ability to think clearly and quickly and make decisions based upon your knowledge
• Updating builders / customers portfolio when needed.
• A desire to grow from this first stem into the management team
• Other duties as required