LUND- Dealer and Consumer Support Manager

Company: Brunswick
Location: New York Mills
Posted on: June 10, 2021

Job Description:

It is our people behind life's passions who will make the big difference. If you are interested in becoming part of a company that delivers market leading products, driving your own career and working with brands committed to active lifestyles, then you've found your fit.

Have what it takes? Join us.

Title: Dealer and Consumer Support Manager

Position Summary:

The main role of this position is to lead the Dealer Support Parts and Warranty team while providing excellent service and support to the dealers, consumers and field sales staff. This position also oversees the Warranty Manager. The Dealer and Consumer Support Manager will work closely with sister companies modeling best business practices reporting to the Director of Sales and Customer Service.

Roles and Responsibilities:

• Oversee the Dealer Support- Parts and Warranty teams
• Provide technical support and customer service to Consumers
• Provide day to day management direction of team members, utilizing Salesforce and other tools.
• Month end reporting of metrics for various request using Salesforce and Microsoft Office programs
• Dealer communications via email and Compass pertaining to parts and warranty. Including key bulletin postings on Compass
• Respond promptly to customer contacts via telephone and email
• Take ownership of customer complaints and follow them through resolution
• Maintains detailed telephone, mail, and email correspondence records from internal and external customers via Salesforce
• Communicate product issues and failures within the support team, warranty, engineering, and quality
• Represents the best interest of the brand relative to the consumer issues, respond through appropriate channels or case by case basis.
• Required to take Green Belt training, complete 2 projects within one year of training; lead and facilitate team projects and improvements
• Drive process improvements to make it easier for dealers to do business with
• Assist in Warranty approvals and decisions as needed
• Create, update, maintain Customer Service policies and procedures as changes are made
• Participate in special projects and constraining for team support

Education/Training:

• Bachelor's degree in business is preferred or 5+ years of technical experience in marine industry or related field
• Experience servicing Marine products preferred

Experience/Skills:

• A passion and strong understanding of the fishing, hunting and outdoor industry with working knowledge of marine products
• Must consistently exercise discretion and judgement in resolving issues of significance with Lund Boats
• Must resolve complex issues to the satisfaction of multiple parties
• Must develop creative ways to address and resolve internal and external issues.
• Strong communication skills, ability to document tracking details and ability to sell the service.
• Must maintain respectful and professional interaction with various personality types in complex situations.
• Desire to take ownership of projects and drive to completion.
• Strong computer skills (including Microsoft office products)
• Strong organizational and planning skills
• Must thrive in a fast pace, high pressure environment while managing a team
• Ability to travel in the US and Canada as needed

About the Company:

Based in New York Mills, MN - Lund Boats has been manufacturing high quality aluminum and fiberglass fishing boats since 1948. Lund Boats are built by people who love to fish and take pride in engineering and building the most innovative and durable fishing boat on the market. Whether you're a part-time weekend angler, or a serious tournament pro or guide, Lund prides itself on delivering the Ultimate Fishing Experience! Learn more about Lund and its line of boats by visiting www.lundboats.com.

Brunswick Corporation and all subsidiaries are deeply dedicated to diversity in the workplace. Brunswick loves Veterans! All Veterans and Reservists are encouraged to apply. We are an Equal Opportunity / Affirmative Action Employer. (Minorities / Females / Disabled / Veterans).

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and inspiration. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.

Equal Opportunity Employer: Minorities/Women/Protected Veterans/Disabled

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For help, please contact our support team at: hrsharedservices@brunswick.com or 866-278-6942.

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Keywords: Brunswick, Fargo , LUND- Dealer and Consumer Support Manager, Other , New York Mills, North Dakota