Established in 1912, our client has been a leader in the glazing industry for the upper Midwest for over 100 years. They have four divisions operating out of four locations: Minneapolis, Fridley, St. Cloud, and Duluth. Their mission is to provide superior quality products and service while providing a safe and stable work environment for their employees, who are encouraged to grow their knowledge and skills. They have created an environment that allows their team the freedom to succeed-fed by inspiration within the company-and to be recognized for their achievements. As a privately held ESOP company, the company offers incredible benefits and a unique employee-owned culture focused on living their core values every day. We invite you to consider investing your strengths with this outstanding team.
RESPONSIBILITIES
Serve as the main point of contact to key contract glazing clients
Regular check-ins with customers to ensure they are satisfied with the services
Learn customer needs and develop plan(s) to meet those needs
Research competitors to keep and grow key customers
Address customer's concerns and/or issues and resolve them
Build and strengthen key client relationships to achieve long-term partnerships
LMA/ performance management-A&M team
Handle inquiries and requests from customers and address their needs while maintaining highly professional interactions and relationships with clients, vendors, and coworkers (in-person, email, zoom meetings and phone)
Maintain a daily working relationship with A&M OSR
Develop a thorough understanding of company products and offerings
Serve as product specialist for commercial products (i.e., commercial aluminum (Tubelite), hardware (commercial and showers) and glass
Meet regularly with other team leaders to discuss processes and procedures to find new ways to improve business
Build and develop estimators to ensure maximum performance by providing purpose, direction, and motivation
Maintain key performance indicators (KPI) metrics and goals for the contract glazing team
Back up project manager on commercial projects and estimates
Submit paperwork, drawings, and product samples to customers in a timely manner
Identify upsell, cross-sell, and renewal opportunities and communicate with the sales team regularly
Identify opportunities to enhance internal processes which promote best practice for performance improvement and organizational efficiency
Develop knowledge of competitive prices and stay abreast of pricing changes within the organization
Monitor bids for win rates
Hold weekly one-on-ones with estimators
Maintain ownership of issues resolution and escalation management
Maintain and update Glazier Studio and Partner Pak software
Review Metal schedule with PM and metal shop lead
Monitor project information processes
Participates in projects and other assignments as required
Knowledge & Experience
3+ years' experience in glass and glazing industry
2+ years' experience in customer service and/or managing customer accounts.
1+ year experience with aluminum storefront and hardware
Experience in the glass or construction industry
Previous experience in supervisory or lead role preferred
Proven history of meeting or exceeding quotas and receiving positive customer feedback preferred