Job Posting:
Ferguson is North America's leading value-added distributor across residential, non-residential, new construction and repair, maintenance, and improvement (RMI) end markets. Spanning 34,000 suppliers and more than one million customers, we deliver local expertise, value-added solutions, and the industry's most extensive portfolio of products. From infrastructure, plumbing, and appliances, to HVAC, fire protection, fabrication, and more, we make our customers' complex projects simple, successful, and sustainable.
Ferguson is currently seeking the right individual to fill an immediate need for an Installation Coordinator Manager for our DFW Installation business.
The Install Coordinator Manager will develop and implement best practices for creating a consistent and high quality customer experience; strengthen relationships with existing customers; drive a 'One-Trip' Installation Mindset; and monitor industry trends.
Responsibilities
Supervise Install Coordinator Support Reps to ensure high quality customer service standards, meeting sales goals, and helping to resolve customer concerns
Serve as day-to-day team leader leading all aspects of customer service and install coordinator team
Effectively set priorities and expectations based on business need
Mentor, train, motivate, and develop team members to be successful
Monitor calls and offer guidance to improve call effectiveness and share the best techniques for scheduling successful installations, driving 'punch-list' resolution, and 'One-Trip' installations
Set expectations and goals, by driving associate/team performance
Ensuring customer satisfaction and retention, assuring sales satisfaction, and building strong associate relationships
Evaluate associate key performance indicators and identify training needs and development opportunities
Participate in the work of associates to understand and distribute workload, drive productivity, and ensure effective work/life balance
Identify themes and root causes of issues, propose solutions, collaborate to develop best practices, implement changes and hold accountability to best practices
Verify that all necessary paperwork and documentation related to the installation is completed and accurate
Manage installation related issues and provide solutions
Plan, schedule, or coordinate project activities to meet deadlines
Work with leadership to ensure delivery and install processes are maintained
Participate in leadership meetings and represent associate concerns, policies and guidelines to the management team
Requirements
3+ years' experience prior management / leadership experience is strongly preferred
Successful experience in customer service leadership is ideal
Strong change management skills
Energized by creating and developing a relatively green department
Experience of using process and metrics/data to lead such a team
Prior experience of setting up inside sales process, metrics, and hiring team members with the ability to lead and motivate
Must possess strong people management and associate engagement skills
Must possess a strong service orientation, and the desire to serve internal and external customers
Ability to build strong interpersonal relationships, and possess outstanding communication skills (oral and written)
Ability to quickly learn company systems and platforms
Must possess solid computer skills, including Microsoft Office and prior CRM/Salesforce experience is a plus
Attention to detail, demonstrated integrity and professionalism
Strong interpersonal skills and ability to prioritize workload appropriately in order to balance multiple demands and meet timelines as required
Ferguson is dedicated to providing meaningful benefits programs and products to our associates and their families-geared toward benefits, wellness, financial protection, and retirement savings. Ferguson offers a competitive benefits package that includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal, holiday, and parental), employee assistance programs, associate discounts, community involvement opportunities, and much more!
-
Pay Range:
-
$5,175.00 - $11,275.00
-
Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.
-
This role is Bonus or Incentive Plan eligible.
-
The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.
Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.
Equal Employment Opportunity and Reasonable Accommodation Information (https://www.ferguson.com/content/careers/reasonable-accommodation)
Ferguson is a project success company providing expertise, solutions and products from infrastructure, plumbing and appliances to HVAC, fire, fabrication and more. As a leading value-added distributor of residential and commercial plumbing supplies and pipe, valves and fittings in the U.S., we exist to make our customers' complex projects simple, successful and sustainable. The professionals we serve help transform the world we live in, and we are their trusted partners with the scale to provide peace of mind.
Founded in 1953, Ferguson is part of Ferguson plc, which is listed on the New York Stock Exchange (NYSE: FERG) and London Stock Exchange (LSE: FERG). With approximately 36,000 associates across 1,700 locations, Ferguson plc serves customers in all 50 states, Canada, Puerto Rico, Mexico and the Caribbean.
