Customer and Technical Services Supervisor

Work Location: Mosinee, WI   

Functional Area: Customer Service 

Number of Openings: 1 

Current Openings: 1.00 

____________________________________________________________________________________________________________________________________________________________

Blount International, Inc. has an exceptional opportunity.

We are committed to excellence in our people, products, performance, and profits. We believe our team members are the foundation of our Company's success, and we are committed to continuous improvement and learning, exceptional quality, connecting with our customer, and good relationships with our team members.

BUSINESS CONTRIBUTION:

The Customer and Technical Service Supervisor administers the resources and staffing for dealer sales and technical service operations for Woods Construction products.  This includes order processing, customer sales and technical support, and warranty analysis/processing.  Primary activities include monitoring and analyzing customer service activities; making recommendations to ensure service excellence; working with accounting, sales, marketing, engineering, and manufacturing production, to assure on time delivery and high quality products to our customers.

RESPONSIBILITES INCLUDE, BUT ARE NOT LIMITED TO:

• Manage Woods Construction Direct Account Team (30%)
  • Supervise Direct Account Specialist team: manage the staffing and performance of the Direct Account Specialists to ensure efficient, professional, and quality customer service.   Post statistics as appropriate; follow up by monitoring progress and results and taking appropriate countermeasures
  • Develop /maintain technical competencies, performance reviews and individual performance objectives for the customer service department
  • Carry out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws, including but not limited to goal setting, developing key metrics, coaching, counseling and performance management
  • Promote a working team environment and ensure best practices are shared and followed
  • Act as change agent for the customer service and sales functions
     
• Technical liaison for dealers, distributors, end users and trade-related organizations for the Woods Construction business segment (30%)
  •  Respond to a high volume of requests and demands while maintaining the highest degree of customer service: coordinate with organizational teams to provide  customers with the best solution within designated time frames and resources
  • Identify and solve issues arising from the field to determine whether there is a potential for quality or performance problems to exist
  • Keep appropriate sales, engineering and production personnel apprised of quality and performance related issues in the field

• Administer the warranty program for Woods Construction Brands (20%)
  • Track and report issues to identify patterns and direct to appropriate functional areas to improve service and product quality levels
  • Effectively and efficiently identify and resolve customer issues and problems; serve as a point of escalation for customer issues requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution

• Strategy and Compliance (10%)
  • Communicate global business strategies and programs to all customer service staff
  • Identify and implement strategies to improve quality of service, productivity and customer satisfaction
  • Participate in budget planning and ensure that team activities adhere to cost strategy

• Leadership & Support (5%)
  • Encourage continuous improvement; involve others in planned process improvement efforts and measures; encourage/coach individuals to follow a systematic improvement process
  • Ensure the necessary resources and tools are available for quality customer service delivery
  • Model and ensure continuous learning, flexibility, customer focus, quality commitment and developing solid relationships among team members
  • Attend ongoing customer service and product knowledge training

• Communication and Documentation (5%)
  • Develop and maintain daily, weekly, and monthly reports for sales management to make necessary business decisions
  • Communicate with customers regarding improvement efforts and issue resolution
  • Prepare presentations for team training and sales management
  • Maintain open communication through formal and informal conversation and documents
  • Perform all other duties as required

EDUCATION:

• Bachelor of Science in an engineering, business, or marketing discipline or equivalent experience

   

QUALIFICATIONS AND SKILLS REQUIRED:

• 5-8 years of direct experience with product application and maintenance under actual, in the woods operating conditions
• 2 years minimum experience as direct supervisor
• Experience dealing with customers of all levels; end users, dealers, and distributors in providing information on FRAG products
• Strong analytical skills with the ability to interpret statistical, financial and sales results; ability to anticipate and avoid problems
• High level of ethics, discretion and confidentiality
• Demonstrated proficiency in learning and mastering new technologies and products
• Able to think strategically and apply goals effectively in practice
• Excellent collaborative team player with superb interpersonal, oral and written communication skills; able to support effectively and respectfully many different levels of technical and business acumen
• Excellent teaching skills to explain diverse and complex subject matter to diverse audiences; respectful and active listener
• Strong commitment to quality, accuracy and customer service
• Ability to work creatively and effectively in both team environment and independently
• Excellent project management and organizational skills and ability to consistently meet project deadlines in a timely and professional manner; must be able to manage several projects simultaneously
• Proactive and action oriented
• Demonstrated proficiency in a customer relationship management system.
• Strong knowledge of Microsoft Office Suite (Excel, PowerPoint and Word) and experience with enterprise resource data system (SAP & BW preferred)

   

  Availability:

  Available to work on site as required by job; travel required up to 25% (one week per month); eligible and available for international travel several times per year up to two weeks’ duration

ABOUT BLOUNT INTERNATIONAL, INC:

Blount is a global manufacturer and marketer of replacement parts, equipment, and accessories for consumers and professionals operating primarily in two market segments: Forestry, Lawn, and Garden (“FLAG”); and Farm, Ranch, and Agriculture (“FRAG”). Blount also sells products in the construction markets and is the market leader in saw chain and guide bars for chain saws. We also supply original equipment manufacturers (OEM) with cutting attachments.

Blount offers products under the brand names of OREGON®, Carlton®, Woods®, KOX, SpeeCo®, ICS®, Pentruder, and Merit.  For more information, visit www.blount.com.

Blount will only employ those who are legally authorized to work. Any offer of employment is contingent on the successful completion of a background investigation and drug screen.  It is the policy of Blount International to provide equal employment to all qualified persons without discrimination based on sex, race, color, religion, age, marital status, national origin, citizenship, disability, veteran status or any other status protected under law. 

During the application process we will not ask for or collect any confidential, proprietary or sensitive personally identifiable information (e.g. date of birth; drivers license number; or credit card, bank account or other financial information) (collectively, “Sensitive Information”). If you submit any Sensitive Information, you do so at your own risk and we will not be liable to you or responsible for consequences of your submission.  This notice should not be construed as an offer of employment or creating any terms of employment.