Service/Warranty Supervisor

WHO WE ARE:

Founded in 1947 and headquartered in Schofield, Wisconsin, Wausau Supply Company has a history of providing top-quality building materials to authorized retailers across the United States. As a proud 100% employee-owned company, we are dedicated to not only serving our customers but also ensuring that our employees have a direct stake in our success. We distribute building materials from the industry's leading manufacturers to authorized retailers from the western Rocky Mountains to the east coast. In addition to our distribution capabilities, Wausau Supply Company is known for its high-quality manufactured brands, including Diamond Kote Siding System, Waudena, ChamClad and Taylor Entrance Systems. These brands reflect our commitment to innovation, safety, service and integrity. Our territory continues to expand as we continuously strive to meet the demands of our customers with nineteen distribution centers and five fabrication and finishing facilities across the United States.

At Wausau Supply Company, we are driven by a passion for excellence and a dedication to service, ensuring that we remain a trusted partner in the building materials industry for generations to come.

BENEFITS we offer:

• 3 weeks paid vacation within 1st year

• 9 paid holidays

• 100% Employee Owned

• Employee Stock Ownership Program

~Employer funded with an average retirement contribution of up to $4 per hour

• 401K Retirement Fund - Additional opportunity for employee to contribute

• Health, Dental, Vision, Short Term/ Long Term Disability

• Employee Assistance Program

• Opportunity for advancement

• Training and development

• Employee Material Purchase Program

WHAT THIS ROLE WILL BE DOING:

As an industry leader in the building materials market, the Service & Warranty Supervisor is responsible for being the frontline leader and ambassador of WSC to our customers and co-workers. Demonstrating and promoting professionalism, honesty, integrity, and interest in our customer on every interaction. On top of the standard Warranty CSR duties listed below, the Service & Warranty Supervisor will have many supervisory duties (also listed below) that are crucial to the success of this department and this organization. This position is a great mix of utilizing customer service skills, leadership skills, and having the freedom to find a solution that is profitable for both the customer and Wausau Supply.

CSR duties to include (but not limited to):

• Learn and apply features, manufacturing processes, practical field applications, and competitive knowledge on entire WSC value add product offerings.
• Identify, encourage, coach, and ultimately promote the next generation of leaders for WSC. This should include product training, leadership training, sales training, and overall mentorship for all representatives.
• Continually evaluate and create metrics that promote excellence in a customer's experience with WSC.
• Research and develop current and new technology that will increase job satisfaction for our agents and improve customer satisfaction.
• Cultivate a relationship with co-workers and management that reinforces WSC beliefs and values.
• Lead by example and reinforce with co-workers adherence to all internal procedures and display a positive, productive attitude.
• Learn and apply customer service techniques to include:

§ Timely responsiveness.

§ Listening Skills.

§ Asking the best questions (open ended).

§ Telling the company story.

§ Controlling / Leading the call.

§ Learn WSC operations / procedures to apply in problem solving situations.

§ Negotiate resolutions to the satisfaction and benefit both the client and WSC.

§ Meeting and exceeding customer's expectations to resolve issues.

• Support Sales / Service / Production with:

• Timely Communication.

• Industry updates.

• Practical Application Training.

• Timely Case Resolution.

• Process and execute:

• New cases entered within 24 hours.

• Return messages within current business day.

• Support CRM by:

• Case implementation.

• Customer case acknowledgement.

• Task Follow up.

• Maintain case updates / notes.

Supervisory duties to include (but not limited to):

• Disciplinary action responsibilities.
• Hiring and firing responsibilities.
• Training new hires.
• Utilizing all technician resources to effectively close the most cases possible.
• Manage interactions with lumberyards, contractors, homeowners on expectations of service.
• Set up remote technician service cases and organize the service runs.
• Manage technician output.
• Develop reporting metrics to explain technician effectiveness.
• Follow up with homeowners to determine the technician's level of service.
• Field incoming installation questions and concerns.
• Coach technicians to better service performance.
• Participate in SOP development and execution.

A Service & Warranty Supervisor will possess and/or demonstrate the ability to:

• Serve as a resource to team members, providing knowledge, experience, motivation, support, and advice.
• Ability to communicate effectively through oral and written communications.
• Excellent organization skills and the ability to operate with minimal direction or supervision.
• Customer empathy and ability to relate to the customer.
• Building Material/Construction knowledge required.
• Mechanically inclined skill set.

Education / Experience:

• Basic keyboarding and Microsoft Office Suite (Excel, CRM, Outlook) software skills.
• Building/Handyman skill set (must have a good understanding and knowledge of the building trade, the materials that are used, and where, when, and how).
• Previous field service technician experience is a plus.
• High School Graduation.
• 1-year related leadership experience.

Working Demands / Physical Requirements:

• General office conditions with continuous sitting with heavy computer & phone usage.
• Flexibility of hours in order to accomplish workload and to provide adequate staffing coverage.
• Travel as needed to various locations.

Reports to: Service & Warranty Manager

Conclusion: The Service & Warranty Supervisor will exemplify the high standards that have come to be associated with WSC. As an ESOP owner, acting with honor, integrity, and positivity is an imperative. The Service & Warranty Supervisor's prime objective is to show our customers politeness, honor, integrity, and willingness to do what our competition will not when resolving service / warranty issues.