Customer Service Associate - Warranty

Job Purpose/Objective

The post-sales support specialist is responsible for providing high-level support to KCD’s customer base for all post-sales.

Essential Job Functions

• Evaluates and processes all customer warranty claims including photo and BOL research
• Regularly identify repetitive warranty claims
• Provide regular reporting to upper management on trends in warranty requests
• Work with KCD’s third party broker to research and file freight claims
• Collaborate with Accounting and Account Specialists on any post-billing issues
• Manage the back-order process and collaborate with various Operation department heads on scheduling shipments
• Assist Account Specialists with any escalated or complex issues
• Identify areas of process improvement in all post-sales processes
• Works intimately with inventory control to stay abreast of any fluctuations or discrepancies
• Maintain SLAs for warranties and backorders

Qualifications

• The ability to effectively set and manage multiple priorities as well as strong time-management skills
• Excellent communication and interpersonal skills
• Exceptional customer service skills; good listener, excellent follow-up and follow through and willing to support and help others
• Diligent, efficient, motivated, extremely well organized and proactive
• A positive can-do! attitude
• Analytical mindset when facing complex issues
• 1-3 successful years in a customer facing role

The above information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position