Director of Customer Service

At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name. Everything we do, we do with passion and drive. We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills that enrich our community and we promote a place where we can ALL be ourselves. This is what makes Konecranes a unique place to work.

JOB REPORTS TO: Brand Director

PRINCIPAL RESPONSIBILITIES:
1. Direct, oversee, coordinate, support, coach and develop equipment, spare parts, technical
support and warranty customer service activities, functions and personnel.
2. Support, mentor and develop team member across the organization.
3. Develop and implement policies, procedures, processes, systems, training and tools to
improve team performance, exceed customer expectations and develop customer loyalty. Focus on improving efficiency, responsiveness/turn around time, information accuracy and timeliness and the entire customer experience. Develop product, systems, application and industry specific knowledge, as well as interpersonal skills and attitudes throughout the team.
4. Assume role of key management contact with internal (and external) suppliers; monitor supplier performance and address any issues affecting quality, deliveries or product performance. Develop business relationships and open communications channels with internal (and external) suppliers. Provide feedback regarding product or service quality, marketability of products, product features, pricing, etc.
5. Monitor quotations, order entry, order backlog, deliveries, invoicing, warranty and A/R activity and reports to ensure that quotes/orders are flowing smoothly through the entire process; address any problem or issues immediately.
6. Develop strong business relationships and open communication channels with key
customers in all sales channels and in various functions (equipment sales, service, general management, etc.). Visit key customers on a regular basis. Actively participate in customer meetings, sales meetings, trade shows, industry association meetings, etc.
7. Develop strong business relationships and open communication channels with product and systems support, marketing, finance and sales. Actively solicit feedback.
8. Actively participate as a member of the company’s management team.
9. Select develop and supervise staff.
10. Other duties as assigned by supervisor.

Bilingual is a Plus ( English/Spanish) But Not Required 

EDUCATION: Bachelor’s degree in Engineering/Business/Marketing or equivalent
required. Master of Business Administration required.

EXPERIENCE: 5-7 years of progressive experience in operations, engineering,
manufacturing, technical support required. Must have well-developed PC,
communication, team building and organizational skills.

TRAVEL: International and domestic travel required to visit customers and attend
corporate meetings. Approximately 10%.

What we offer:

Benefits: Medical Plan, Dental, Vision, 401k plan with a match from day one, profit sharing, identity theft protection, accident insurance, travel insurance and so much more!

Vacation: 2 weeks of vacation per year (pro-rated for the first year depending on start date). 5-12 years of service, 3 weeks. 13+ years of service, 4 weeks.

Sick Leave: 5 days of Sick Leave per year. Pro-rated the first year after 90 days of service

Holidays: 10 paid holidays per year

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Konecranes moves what matters. Konecranes is a global leader in material handling solutions, serving a broad range of customers across multiple industries. We consistently set the industry benchmark, from everyday improvements to the breakthroughs at moments that matter most, because we know we can always find a safer, more productive and sustainable way. That's why, with 16 000+ professionals in over 50 countries, we are trusted every day to lift, handle and move what the world needs.

Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination. We are an Equal Opportunity Employer - Minorities/Women/Protected Veterans/Disabled/Other Protected Category.

Konecranes, Inc. and its affiliates will not accept resumes from external recruiters or agencies without a Service Agreement and Agency Portal submission. Any resumes sent without a Service Agreement and Agency Portal submission with Konecranes, Inc. are void of any fees and free for internal use. Applicable Konecranes data protection obligations are the responsibility of the agency.