Warranty Coordinator

THE ROLE

The Warranty Coordinator is tasked with supporting our company’s commitment to provide world-class, after- sales service. The Warranty Coordinator will serve as the primary point of contact for claims reporting incidents of customer dissatisfaction that are initiated by our Home Center partners. The Warranty Coordinator will manage a specific region of dealer networks and communicate directly with these customers to ensure each incident is resolved in a timely and satisfactory manner.

Principle Duties and Responsibilities

• Initiate and maintain accurate service records for all qualifying incidents.
• Create service part orders (SPO’s) and chargeable service parts orders (CSP’s)

• Create field service dispatches as needed.
• Schedule dispatches and inform customer of appointment dates.
• Generate and provide customers with quotes for chargeable services.
• Troubleshoot and advise customers on service-related issues and/or product information.
• Regularly conducting Virtual Remote Assistant sessions (VRA).
• Maintain frequent communication with customers, sales representatives, and our business partners to keep them informed of the progress of each claim.
• Ensure a timely and satisfactory resolution for all incidents of customer dissatisfaction that have been reported.
• Communicate and collaborate with different business channels to provide customer with timely satisfaction.
• Maintain a thorough understanding of the Home Center Customer Channels
• Develop and maintain relationships with the appropriate JW call center contacts and key home center personnel.
• Become familiar with all procedures relating to the Home Center business (i.e. shipping to store locations, chargeable service to THD)
• Work directly with the JELD-WEN sales team, as necessary.
• Other duties may be assigned

Knowledge, Skills, Abilities

• Advanced skill in Microsoft Office applications
• Comprehensive knowledge base of 2 or more product offerings
• Ability to resolve escalated customer service situations.
• Ability to manage escalations and resolve problems in a timely manner.

• Ability to identify systematic issues and assist with writing a SOP
• Demonstrated track record of working in a fast-paced environment.
• Ability to quickly learn new software, systems, or processes.
• Advanced communication skills (verbal and written)

Education and Experience

• Bachelor’s degree from and accredited institution preferred
• A minimum of 3 years related experience and/or training in warranty claims in lieu of Bachelor’s degree.
• Passionate about providing an exceptional customer experience.
• Titan, Doclink, or SAP experience a plus
• 3 years Customer Service experience with demonstrated knowledge of JW products or systems preferred.