Job Posting:
Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in.
Ferguson is currently seeking the right individual to fill an immediate need for an Installation Coordinator Manager for our 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.
- 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
- 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
- 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
- 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
- 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
At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and 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.
Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.
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
