What are the responsibilities and job description for the Associate Warranty Specialist position at KOLPAK LLC?
We are Kolpak! We design, manufacture and supply best-in-class commercial walk-in coolers, freezers, and refrigeration equipment for the global foodservice market. We empower you to grow with us. We recognize you and reward you. We win together as one team.
As Associate Warranty Specialist, you will under close supervision be responsible for providing warranty management services to customers ensuring claims are promptly processed consistent with established Warranty guidelines, contracts, and coverages. Analyzes and interprets labor/part claims for legitimacy and coding accuracy. Escalates or redirects issues to appropriate functions or staff. Approves and processes claims up to a dollar amount specified by direct management. The Associate Warranty Specialist is the entry-level position in the job family and requires basic interpersonal skills and an aptitude to learn and apply established processes and procedures. Problems are typically routine.
Reporting directly to the Senior Director of Service, this position is based in Parsons, Tennessee*.
Major Accountability:
• Provide field service support through timely and accurate processing of claims (installations, PM's, labor, parts, and product improvements).
• Manage work in process (WIP) levels to agreed KPIs including accurate speed of claim data entry consistent with policy and procedures.
• Respond to customer inquiries through email, written, or phone in a timely mainly.
• Complete other related assigned tasks.
Key Tasks & Responsibilities:
- Develops and implements strategies and best practices for customer relationship management and retention.
- Collects and analyzes customer feedback in order to guide the continuous improvement of customer care services.
- Responds to customer issues in a way that promotes issue resolution and customer retention.
- Provides routine account servicing including account set-up and activation services maintaining customer account data/contact information in order to facilitate future contact.
- Contacts distributors, service companies, customers or appropriate management as required to clarify or obtain needed information to analyze claims.
- Completes phone audits with customers regarding their service experience.
- Participates in process improvements, as needed.
- High school diploma or equivalent with a minimum of 1 year experience in customer service or technical service experience
- Familiar with MS Office applications; ability to operate all related equipment for the role.
- Customer oriented; capable of effectively dealing with all levels of internal and external contacts
- Effective communications and interpersonal skills
- Basic planning and problem solving/analytical skills
- Able to function in a fast-paced environment coping with frequent changes, delays or unexpected events
- Must be able to sit for long periods of time; must be able to lift 25 pounds
- Typical office environment; Ability to wear all Personal Protective Equipment (P.P.E.) required.
Our Benefits:
We believe that our people our one of our most valuable assets. That’s why we provide our employees with a competitive benefits package that helps protect their health, income and lifestyle. Some offerings are dependent upon the role, work schedule, or location, and can include the following:
- Competitive wage
- Healthcare (medical, dental, vision)
- 401(k) savings plan
- Wellness Program
- Supplemental Health Plans
- Employee Assistance Program
- Training and Development
- Tuition Assistance
- Holiday Pay opportunities
- Employee discounts
- Paid Time Off (PTO)
- On-the-job training and skills development
- Basic Life Insurance
- Leave Program
- Employee Events and more…
*Kolpak is dedicated to ensuring confidence in the future of food service businesses and operations. Since 1969, Kolpak has manufactured quality, reliable, and efficient walk-in coolers, freezers, and refrigeration that protects our customers’ products and promises they need to deliver, both today and for years to come. Our commitment to the industry and our customers has made Kolpak a leading global brand. The Kolpak facility is centrally located between Memphis and Nashville, just off I-40 on the beautiful Tennessee River in Parsons, TN. Kolpak, a Welbilt brand, is a division of Ali Group.
For more information about Kolpak, visit www.kolpak.com
Kolpak is an equal opportunity employer, as to all protected groups, including protected veterans and individuals with disabilities.