Warranty Swing Shift Supervisor

Kai USA Ltd., manufacturer of Kershaw Knives and Zero Tolerance Knives in Tualatin, has an immediate opening for a Warranty Swing Shift Supervisor.

Responsibilities

Primary Functions:

The Warranty Swing Shift Supervisor is responsible for leading the customer service and repair teams on swing shift in the company's warranty claims and repair processes, and following the company's warranty policy and manufacturing standards. The Warranty Swing Shift Supervisor maintains the workflow systems of open warranty claims and inquiries while supervising staff in the Warranty Services Department.

Specific tasks include:

• Responding to warranty claims from customers via mail and email
• Diagnosing and inspecting failed parts to verify defect and identify the root of the problem
• Verifying that the parts and labor requests are appropriate for the repair
• Ensuring warranty processing and follow-through of claims from initial entry to final resolution
• Ensuring that daily shipments are recorded and processed
• Performing claim analysis to make sure system specifications are aligned with warranty policies and customer expectations
• Monitoring claims entered into the Dynamics AX warranty system
• Resolving specific client challenges that arise so that both department workflow and client relationships are maintained
• Assisting in training customers and internal team members in the warranty process
• Generating and/or evaluating reports pertaining to the Warranty Department on an as-needed basis
• Coaching warranty service representatives on best-approach communications to achieve customer satisfaction while adhering to the warranty policy
• Working with and training repair technicians on the highest quality-control standards
• Performing biannual employee reviews
• Assisting with hiring and with employee disciplinary actions
• Maintaining the work area and equipment in a clean and orderly condition and following prescribed safety regulations
• Performing all other job duties as assigned

Key Requirements / Qualifications

The qualifed candidate must:

• Have a Bachelor's Degree from a 4-year college or university
• Have 2-5 years of related experience and/or training
• Or have an equivalent combination of education and experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed here are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual will also need basic mathematical skills, the ability to read/write/communicate effectively in English, as well as strong reasoning capabilities that will enable them to problem-solve on the fly.

Successful applicants will:

• Have 1- 2 years of relevant experience in warranty and/or a supervisory role
• Be able to work independently
• Be detail-oriented
• Be able to work with small parts and use handheld tools
• Be mechanically inclined
• Understand the cause and effect of materials and their appropriate uses
• Be able to quickly diagnose problems and provide resolution-direction action steps
• Have previous experience supervising and training staff
• Have proficiency in Microsoft Outlook, Word, and Excel
• Have excellent written and verbal communication skills
• Be a calming motivator who seeks win-win results

Hours: Swing shift: 4:30 pm to 3:00 am, Monday-Thursday

Wages: $18-20.50/hour, plus $1.50 shift differential

To apply for this position, please email your resume to jobs@kai-usa.com

Please note: We do not accept applications or employment queries by phone.