Who Are We?

Have you ever gone into a grocery store or convenience store for things like milk, bagged salads, or frozen pizza? The coolers and freezers you find those and other food products in are what we do!! Zero Zone is a manufacturer of reach-in and open refrigerated and frozen food display cases as well as the refrigeration systems that work behind the scenes to cool the cases, keeping the food fresh! We also make powerful industrial refrigeration systems for food warehousing, pharmaceuticals, and even ice rinks!

Our company is structured across 2 divisions – the Display Case Division, located in North Prairie, WI, Waukesha, WI, and Mukwonago, WI and the Refrigeration Systems Division, located in Ramsey, MN and Dyersville, IA.

What Are We Like?

At Zero Zone, you will be a valued member of the Zero Zone team, able to take ownership of your own career path. We believe in hard work, teamwork, collaboration, and respect, and we have grown through dedication to our Purpose: “Preserving customer valuables through refrigeration.” For over 60 years, we have been a leader in refrigeration, and our people are well known for exceptional customer service. We also believe we are the COOLEST coworkers (pun intended)! This is an opportunity for you to make a difference in the refrigeration industry with one of the top leading manufacturers in the country! Come grow with us!!

What Can We Offer You?

• Vacation and Personal Hours (after only 30 days!)
• Competitive Wages
• Comprehensive Benefits Package (medical, dental, vision, life insurance, STD, LTD, AD&D, HSA/FSA, EAP)
• 401k and Profit Sharing
• 10 Paid Holidays
• Flexible Schedules
• Casual Dress Code
• Wellness Programs and Incentives
• Steel Toe Reimbursement
• Employee Engagement Programs
• One-time Home Computer Reimbursement
• And more!

NOTE: This position does not qualify for visa sponsorship.

What Will You Do?

Under the direction of the Service & Warranty Manager, the Contract Services Supervisor will lead the team responsible for dispatching and providing service support to key customers and contractor partners. The teams’ work is executed through means of phone calls, emails, and online customer portals.

KEY RESPONSIBILITIES:

• Manage and mentor service coordinator professionals to support customer service needs.
• Coach, reward, and develop employees for optimal satisfaction and performance.
• Train employees to execute duties within company business management software and other software platforms.
• Maintain tracking of service requests for key customers and ensure resolution within standards.
• Support the team with robust processes to execute service requests and processing of payments and invoices in an efficient and accurate manner.
• Utilize metrics and reporting to drive daily management of work tasks.
• Provide service request, invoicing, and service trend data to internal functional areas and customers.
• Develop and maintain processes to support the team in accurately honoring and enforcing warranty agreements.
• Grow and develop the strength of Zero Zone’s refrigeration contractor network.
• Maintain agreements with refrigeration contractor partners.
• Monitor failure trends and repeat field service events to provide additional support and focus.
• Coordinate with Zero Zone Customer Service Technicians to provide field support when warranted.
• Work with the team on developing tools to support accurate and appropriate service fee allowances to refrigeration contractor partners.
• Review and resolve contractor work orders and invoices considered to be exceptions.
• Review and address customer complaints and concerns.
• Participate in the development and management of the department operating budget and forecast.
• Other duties as assigned

REQUIREMENTS FOR EFFECTIVE PERFORMANCE:

• This position requires an Associate degree or equivalent from two-year college or technical school; or 3 to 5 years related experience and/or training; or equivalent combination of education and experience.
• Good understanding of business math; experience with ERP or advanced business system tools.
• Requires knowledge in the use of Microsoft Office Suite including MS Word, MS Excel, and MS Outlook.

SKILLS/ABILITIES/SPECIFICATIONS

• Strong communication skills with a passion for serving customers and delivering on Zero Zone’s customer intimate approach to relationships and problem solving.
• Foster an environment of continuous improvement, constant learning, and employee development.
• Sound business sense prioritizing exceeding customer expectations with protecting Zero Zone’s interests.
• Ability to develop tools and processes to help associates be successful in the roles as the face of Zero Zone to the customer.
• A teacher’s mentality to place training and continuous improvement at the top of the list after the customer’s needs.
• Technical aptitude to understand products and support customers with solutions.
• Use data and metrics to measure team performance and drive continuous improvement.
• Prior experience of improving the collective teams’ abilities and level of performance.
• Comprehension of instructions and directions, both oral and written, pertaining to customer orders.
• Ability to effectively communicate one-on-one and in group settings with other employees within the organization.
• Ability to effectively communicate with customers when handling calls pertaining to delivery issues, terms, discounting, and channel complexities.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Previous experience in commercial refrigeration, mechanical service, or warranty support service a plus.
• Requires the use of safety glasses when walking through shop area.

PHYSICAL & BEHAVIORAL:

• Regularly required to use hands.
• Frequently is required to stand, walk, or sit, talk, and hear.
• Occasionally required to reach above shoulders, climb, crouch, stoop, or kneel.
• Frequently lift and/or move up to 10 pounds, and occasionally lift and/or move up to 20 pounds usually from floor to waist level, up to 20 feet away.
• Zero Zone expects all employees to behave and communicate in a manner which will facilitate good relations with customers, clients, co-workers and supervisors, maintaining a positive work atmosphere.