Warranty Coordinator

Warranty Coordinator

Job Summary

The Warranty Coordinator supports Carlisle's commitment to quality and customer care by managing leak report processes for existing Carlisle-warranted roofing projects. This role partners closely with Building Owners, Architects, Roofing Consultants, Owner Representatives, and Approved Carlisle Applicators to ensure warranty claims are handled accurately, efficiently, and with professionalism.

Key responsibilities include coordinating service requests during the two-year responsibility period, issuing purchase orders, supporting field service coordination, and completing related administrative tasks such as invoice processing and recordkeeping. This position is well suited for someone who enjoys problem-solving, collaboration, and delivering a positive customer experience in a fast-paced environment.

Work Schedule: Monday–Friday, 8:00 AM–5:00 PM

Key Responsibilities

Warranty & Claims Coordination

• Receive and process incoming warranty leak requests from Building Owners, Architects, and Applicators.

• Verify ownership details, contact information, and warranty status; initiate claims in the Carlisle Warranty System (CWS).

• Communicate clearly and respectfully when claims are non-warranted or outside coverage.

• Recognize issues requiring escalation and collaborate with internal teams as appropriate.

Customer & Stakeholder Communication

• Serve as a point of contact via phone, toll-free ACD lines, and shared inboxes.

• Build positive working relationships with internal and external partners through timely follow-up and clear communication.

Strategic Account & Administrative Support

• Support Strategic Account customers by compiling Owner Work Order Instructions and linking them to Carlisle purchase orders.

• Assign repairs within customer work order systems and conduct follow-up communication.

• Review incoming invoices for completeness and enter approved, coded invoices for payment.

• Order materials for larger or more complex repairs.

• Assist with mail distribution and general administrative tasks.

Reporting, Training & Continuous Improvement

• Support basic reporting related to roofer performance, turnaround time, and repeat leak activity.

• Assist with training new team members on systems and processes.

• Perform other duties as assigned to support team and business needs.

Knowledge, Skills & Abilities

We recognize that experience can be gained in many ways. Candidates who meet most—but not all—of the qualifications below are encouraged to apply.

Knowledge

• Basic mathematics and recordkeeping

• Professional phone etiquette and written communication

• General office procedures and systems

• Familiarity with technical or industry terminology (roofing experience a plus, not required)

Skills

• Customer service and relationship-building

• Organization, prioritization, and attention to detail

• Problem-solving and conflict resolution

• Clear written and verbal communication

• Ability to work independently and collaboratively

• Comfort navigating multiple tasks in a time-sensitive environment

Abilities

• Active listening and empathy

• Strong comprehension and communication skills

• Responsiveness and follow-through

• Ability to adapt to changing priorities

Education & Experience

Required:

• High school diploma or equivalent

Preferred (not required):

• Administrative, customer service, or coordination experience

• Experience in construction, manufacturing, warranty services, or a related industry

Working Conditions

• Office-based environment

Physical Requirements

• Ability to sit or stand for extended periods

• Ability to use standard office equipment

• Occasional lifting of light office materials

Our Commitment to a Positive & Inclusive Employee Experience

At Carlisle, we foster a collaborative and engaging workplace where diverse perspectives are valued and continuous improvement is encouraged. We are committed to attracting and developing talent, empowering growth, and creating meaningful opportunities for our employees. By working together as strategic partners, we strengthen our culture and reinforce Carlisle as an employer of choice.

Carlisle is proud to be an Equal Opportunity Employer.