What are the responsibilities and job description for the Warranty Repair Call Center Representative I position at Pelican Products, Inc.?
We're Hiring: Warranty Repair Call Center Representative I
Location: Torrance, CA
Company: Pelican Products
Who We Are
At Pelican, we engineer products that stand up to the world’s toughest conditions—because the people who rely on us do too. For nearly 50 years, we’ve been a trusted partner for military personnel, first responders, outdoor adventurers, and innovators who push the limits.
With a global presence that includes 11 offices, 4 manufacturing facilities, and 4 custom case centers, we create high-performance protective solutions that ensure our customers can focus on what matters most. Whether it’s transporting critical medical supplies, securing mission-essential equipment, or keeping expedition gear safe, Pelican products are Built to Protect to Equip for the Mission.
At Pelican, your work has a real-world impact. You’ll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn’t an option. If you’re ready to build something that makes a difference, be part of a team that protects what matters most.
What You'll Do
Join a company that truly values its employees! We offer a relaxed and casual work environment, a strong commitment to giving back to communities, and a focus on employee satisfaction. With regular opportunities to share feedback with leadership and structured performance evaluations, we ensure that your voice is heard and your growth is supported.
Our compensation reflects the cost of labor across several U.S. geographic markets. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The annual U.S. pay range for this position is listed below. Pay within this range varies by work location and may also depend on your qualifications, job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. We also offer a comprehensive package of benefits, including paid time off, 10 paid holidays per year, medical/dental/vision insurance, company-paid life and disability plans, and matching 401k to eligible employees.
Pelican Products, Inc. is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Location: Torrance, CA
Company: Pelican Products
Who We Are
At Pelican, we engineer products that stand up to the world’s toughest conditions—because the people who rely on us do too. For nearly 50 years, we’ve been a trusted partner for military personnel, first responders, outdoor adventurers, and innovators who push the limits.
With a global presence that includes 11 offices, 4 manufacturing facilities, and 4 custom case centers, we create high-performance protective solutions that ensure our customers can focus on what matters most. Whether it’s transporting critical medical supplies, securing mission-essential equipment, or keeping expedition gear safe, Pelican products are Built to Protect to Equip for the Mission.
At Pelican, your work has a real-world impact. You’ll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn’t an option. If you’re ready to build something that makes a difference, be part of a team that protects what matters most.
What You'll Do
- Support customers by handling warranty inquiries, resolving issues, and ensuring a positive service experience.
- Answer incoming calls from customers and guide them through the warranty claim process.
- Provide solutions by answering questions or routing calls to the appropriate department.
- Process warranty tickets through Salesforce for replacement parts, field destruction requests, and general inquiries.
- Process replacement part orders through SAP.
- Create and manage Return Material Authorizations (RMAs) in SAP.
- Document product complaints in Salesforce for Quality review and follow-up.
- Ensure a high level of customer satisfaction through clear communication and timely resolution.
- Maintain accurate records of customer interactions and transactions.
- Follow company policies, procedures, and safety guidelines.
- Perform additional duties as assigned.
- Education: High School Diploma or equivalent required.
- 1–2 years of customer service or call center experience.
- Proficiency with Microsoft Office, especially Excel and Word.
- Basic understanding of ERP or EDI systems is preferred.
- Strong written and verbal communication skills.
- Ability to problem-solve and take initiative.
- Strong attention to detail and organizational skills.
- Ability to manage multiple tasks in a fast-paced environment.
- Ability to provide excellent customer service and follow through on requests.
- Bilingual in Spanish is a plus.
- Associate degree in Business or related field is a plus.
- Work Schedule: Monday-Friday, 8am-5pm Pacific Time
Join a company that truly values its employees! We offer a relaxed and casual work environment, a strong commitment to giving back to communities, and a focus on employee satisfaction. With regular opportunities to share feedback with leadership and structured performance evaluations, we ensure that your voice is heard and your growth is supported.
- Competitive paid time off plans/Holiday pay/extra vacation purchase opportunities
- 401k plan – with immediate match
- Great Benefits – several options including Pet insurance for our animal lovers.
- Health Savings Account Contribution
- Wellness Discount Program
- Global Mental Wellness Program
- Quarterly Employee Celebration Days
- Peer to Peer Recognition Program
- Service Recognition Program
- Exceptional Employee Satisfaction Scores
- Ample free parking with EV Charging Station
- Amazing employee discount program on Pelican Products, Pelican branded apparel and gear
- Employee referral program – get paid to work with your trusted network.
- Prime location – minutes away from the beach!
- Established reputable brand offering premium products – you’ll be proud to represent Pelican!
- And more…
Our compensation reflects the cost of labor across several U.S. geographic markets. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The annual U.S. pay range for this position is listed below. Pay within this range varies by work location and may also depend on your qualifications, job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. We also offer a comprehensive package of benefits, including paid time off, 10 paid holidays per year, medical/dental/vision insurance, company-paid life and disability plans, and matching 401k to eligible employees.
Pelican Products, Inc. is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.