After Sales Supervisor

ABOUT PINNACLE:

Pinnacle Express, Inc. is a distributor serving the luxury appliance, plumbing and outdoor kitchen segments of the channel for over 42 years.  Established in 1980, Pinnacle currently services the Caribbean and 31 states in the Southeast, MidAtlantic Midwest and Northeast.  We call on builders, developers, designers, architects, plumbers, kitchen and bath dealers, outdoor living dealers, plumbing wholesalers, and appliance retailers. We are looking for team members that are assertive, self-motivated, hardworking and results-oriented. 

We operate Pinnacle based on EOS (Entrepreneurial Operating System) which is a set of practices, tools and disciplines that gets everyone on the same page.  We share the vision of where we are going and provide traction in how to execute this vision.  At Pinnacle we believe in transparency and believe in being open and honest with one another, saying what needs to be said with respect and confidence so we can become a more healthy, cohesive team serving our clients or customers.

• Supervisor
  • Support and Ingrain Company Core Values, Core Focus, and Three Unique
  • Hiring and Training AS Staff
  • Conduct Quarterly Conversations and Annual Reviews
  • Manage Staffing Schedules – Time Off / Phones / Etc.
  • Coach, Guide, and Support AS Staff
  • Work with AS and OS to Investigate / Resolve Escalated Customer Issues
  • Create and Maintain SOPs – Departmental / Training / Etc.
  • Reporting: Coordinator Ticket Details / MDF / Etc.
  • Quality Control Oversite – Tickets / ASA Uploads (Zen) / Dispatches / Etc.
• Technical Support (Product Line Specific)
  • Provide Appliance Technical Support – Homeowners / CS / OS / Dealers / Service Providers / Etc.
  • Parts Support
  • Dispatching and Following Up on Service Authorizations
  • Communicating, Recording, and Updating Service Logs in HubSpot
  • Creating / Distributing / Assigning Service Request Forms
  • Finding New Service Providers as Needed
  • Maintain / Add Servicer Account Info (HubSpot & Zen Locator)
  • Product Line Captain
• Backup Support
  • After Sales Team, All Seats
  • Customer Experience Manager
• Special Projects as Needed

EDUCATION AND EXPERIENCE REQUIRED:

• Minimum of 3-5 years’ experience in a similar position.
• Bachelor’s Degree is preferred.
• Ability to multi-task and handle a high volume of incoming calls.
• Must be able to prioritize workload in an organized fashion.
• Detail oriented, professional attitude, reliable.
• Ability to communicate effectively verbally and in writing.
• Ability to interact with customers, employees, and vendors in a professional manner.
• Ability to work independently with emphasis on accuracy and timeliness.
• Proficiency in Microsoft Office to include Outlook, Excel, and Word.

 GENERAL INFORMATION:

• Work Hours:  Monday thru Friday, 8:00 am – 5:00 pm
• Drug Free and Smoke Free Workplace
• 90 Day Introductory Period
• Benefits Offered
  • Medical / Dental / Vision / Life / LTD Insurance
  • PTO – Paid Time Off
  • Paid Holidays
  • Retirement Plan