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Team Leader, Shower Hardware

Los Angeles, CA, US, 90013

Oldcastle BuildingEnvelope
CR Laurence


Job ID:  [[459199]]

C.R. Laurence Co., Inc. (CRL) is the leading supplier to the glazing, architectural, railing, construction, industrial, and automotive industries. Offering more than 60,000 products, we serve the industry from locations throughout North America, Europe, and Australia.



About the Position:


The (PGS) Shower Team Leader is responsible for providing quotes to customers and converting quotes to orders with the understanding of Business Development and Sales. They’re expected to lead their Team by providing support to meet all customer SLA expectations. This position must have an understanding of all CRL products for their given Product Group and processes, as well as CRL quote programs/configurators to effectively manage their teams.


Essential Duties and Responsibilities


  • Ensures team is following procedures and processes, provides clarity
  • Ensure team is working towards the sales goal
  • Ensure team is meeting SLA expectations at all customer touch points, phone calls, emails, voicemails. And that quotes and orders are being processed in a timely manner.
  • Prioritizes all escalations as their first priority to resolve on a daily basis
  • Monitors (IQ61) Open Quote by Customer in PO and AW Status to conversions are timely and where appropriate and engages Specialists on a weekly basis to ensure notes are current.
  • Communicates clear team goals and KPI’s
  • Oversees day to day performance
  • Ensures team has phone coverage and adjusts as needed
  • Collaborates with the other Team Leaders as a Team to meet our SLA’s as needed
  • Responsible for providing accurate quotations to customers for their given Product Group
  • Meet or exceed SLA for quote turn around for their given Product Group
  • Have the ability to read and understand of bid requests through specifications/drawings ensuring quote is technically compatible and competitive
  • Maintain broad knowledge of Product Group products to offer customer
  • Answer customer calls and resolve customers questions/concerns by providing relevant and accurate information in a timely manner.
  • Document customer interactions and transactions in ERP consistently.
  • Demonstrate sincere desire to understand and anticipate the needs of customers
  • Create sense of urgency to lead our customer to release quotes to order in a timely manner for CRL to meet the projects critical path.
  • Participate in educational opportunities to enhance knowledge of Product Group
  • Responsible for updating notes on any open quotes, orders or drawings that are not resolved within the business day in a consistent daily basis.
  • Collaborate with internal teams on customer needs and factors that contribute to customers satisfaction
  • Manage requests with use of.
    • Pricing software
    • Research Catalogs for product verification.
    • Promote product lines represented by CR Laurence cross sell, value engineer, and exhaust all CRL options to keep order inhouse.
  • Exercise discretion and independent judgment during the business process:
    • Qualifying
    • Quoting
    • Closing
    • Converting (Project Managing)
    • Cross sell, value engineer, and exhaust all CRL options to keep order inhouse.


  • Demonstrate a closing Ratio greater than _8__% on all quotes above $25,000.00
  • Provide expert advice to CRL customers specific to the Product Group represented.
  • Share industry knowledge, understanding, experiences and problem-solving abilities to CRL customers when customers are presented with an issue or concern.
  • Offer CRL customers strategic advice on how to grow their business.
  • Have the ability to Partner and form Relationships with CRL customers for the benefit of both CRL and our Customers.
  • Works with the Director establishing deliverable results for the Team of Specialists they are responsible for.
  • Team Leader is the go-to person for Specialists they are responsible for, coaching and leading their Team.
  • Works with Technical Director on NPD’s and Product updates when needed.
  • Have the know-how to grow sales by understanding lateral product groups to assist in upsell opportunities and answering all customer questions.
  • Regular and predictable attendance safely perform tasks and adherence to all safety policies and procedures are essential functions of the job.
  • Other duties as assigned
  • Project manage orders to align our customers critical path with promise date and deliver on the promise
  • Serve as an ambassador (customer advocate) between customers and CRL
  • Expedite and prioritize servicing of our CRL top customers
  • Provide expert technical support and solutions
  • Have the know-how to grow sales by understanding lateral product groups to assist in upsell opportunities and answering all customer questions.
  • Represent CRL with pride and provide customers with exceptional experiences every customer every time.

Skills, Knowledge and Ability Requirements


To be considered for the Specialist III position in the Product Group Department, the following conditions must be met:

  • A minimum of 2-3 years previous customer service experience or equivalent; glass industry preferred
  • High School Diploma or equivalent; Associates/Bachelor’s Degree preferred
  • Ability to take ownership and go above and beyond to service customer needs
  • Ability to work at a fast pace and stay current with all inquiries and follow up tasks
  • Strong organizational and listening skills
  • Ability to work flexible hours
  • Ability to work independently and prioritize work with deadlines
  • Ability to work in a fast paced, team environment to meet required deadlines
  • Utilizes strong time management and organizational skills to successfully multi-task
  • Must be able to communicate effectively and conduct themselves professionally, with excellent written and verbal communication skills
  • Computer experience a must and typing of numbers with accuracy
  • Decision making ability – able to action
  • Exceptional interpersonal skills
  • Demonstrate aptitude with troubleshooting experience
  • Spanish speaking, a plus
  • Knowledge of general pricing and margins applied and negotiating skills
  • General understanding of glass systems
  • Effective navigation of CRL’s web site and business software to retrieve product and business transaction information
  • Must be organized and have the ability to prioritize effectively
  • Must have excellent customer service skills; Ability to exercise tact and discretion, and good self-expression
  • Demonstrate critical thinking and independent thinking skills to anticipate and resolve issues
  • Ability to read, interpret drawings, and specifications




  • Personal desktop computers, fax machine, copy machine, calculator, writing instruments, telephone, and various printers. 
  • Issued safety equipment




  • This position is a largely sedentary; however, caution needs to be taken when lifting files, boxes, opening file cabinet drawers, desk drawers.
  • To avoid injuries to hands, back and neck, proper ergonomics should be maintained while working at desk/workstation.


Work Environment


  • Primarily works in an office environment with controlled climate.
  • Ability to perform light hand activity work at a computer/telephone station in an office environment. Position is primarily sedentary.
  • Some duties may involve being in a plant environment where noise levels can be moderate to high and be subject to the same general climate conditions of the region (heat, cold, humidity, etc.). 
  • Chemicals, dust, pollen and other typical airborne particulate matter are present within the atmosphere of the production floor and may create some odors in the plant. The Company, in an effort to provide its employees with a safe and healthy working environment, limits exposure to chemicals through written procedures, engineering controls and PPE.
  • While the chemical exposure and odors are under acceptable levels set by OSHA and the WCB, they nevertheless, can be smelled and are handled according to the company’s hazardous communication program.


What CRL Americas Offers You


  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs
  • A culture that values opportunity for growth, development, and internal promotion


About CRL Americas


CRL Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRL Americas family. CRL Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.


C.R. Laurence Co., a CRL company, is a great place to grow! If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Please complete your online application and profile which will be sent directly to the appropriate Hiring Manager. Thank you for your interest in the CRL family!


CRL Americas is an Affirmative Action and Equal Opportunity Employer.


 EOE/Vet/Disability--If you want to know more, please click on this link


C.R. Laurence Co., Inc. (CRL) is an E-Verify Employer.


Date Posted:  Sep 19, 2022

Nearest Major Market: Los Angeles

Job Segment: Machinist, Manager, ERP, Technical Support, Business Development, Manufacturing, Management, Technology, Sales