Customer Service Warranty Representative

Company Summary:

Aluminum Trailer Company (ATC), located in Nappanee, IN, manufactures and sells high-end, fully aluminum RV Toy Haulers and Trailers across the nation. At ATC, we invite you to “Go Your Own Way” with products that make it possible for you to go where the road takes you and bring what’s important to your adventures. It’s also a phrase that defines who we are and our forward-looking approach to an exciting industry.

We are a group of like-minded individuals who desire to create the best, offering RV and trailer solutions to meet the changing needs of our customers over a lifetime of use.

To reach our goals, we are all committed to what we call our “True North” principles: Respect for All People, Fulfill All Customers’ Requirements, Zero Defects Delivered and, Add Value with Every Activity. As we follow these principles, we’ve created a unique cultural company environment that values open and honest collaboration to provide the best for our people and our customers.

Job Summary:

ATC is looking for an experienced Customer Service/ Warranty Representative to join our Aftermarket Support team. Aftermarket Support is the team our customers rely on for all their aftermarket needs, including questions relating to their product, warranty, and repairs. The ideal candidate will be passionate about people, have the initiative and resourcefulness to find answers quickly and effectively, resolve customer problems with care, and communicate clearly and professionally.

Essential Job Functions

· Maintain professional, positive, and timely communications with customers, dealers, and internal supporting teams.

· Enter product orders, monitor lead times, and communicate with customers.

· Work with Dealers to obtain warranty info, update inventory levels, enter sales spiffs and rebates.

· Utilize current CRM software to manage inbound customer communications.

· Coordinate responses to inbound phone calls and emails with a positive attitude, ensuring customers receive a timely and effective experience.

· Identify and understand customer needs to quickly escalate them to the appropriate team to ensure a solution is found and effectively communicated to the customer.

· Strong ability to remain calm and positive in stressful situations.

· Work across different internal systems and platforms effectively to find needed information.

· Resourceful when problem-solving and able to think outside of the box while following the process in place.

· Ability to multi-task, prioritize, and quickly resolve problems that arise.

· Enter quotes and parts orders; Handle urgent or hot claims/ orders.

· Quote service jobs and order parts for the service team.

· Assist with parts case coding and assignments in the CRM system.

· Ability to troubleshoot complex issues and provide effective solutions.

· Work collaboratively within team and cross-functionally, with high ability to self-manage and little supervision.

· Possible on-site customer interactions and tours.

Position Requirements:

· Education: HS GED or equivalent required; Associate or BS degree in a related field preferred.

· Experience: Minimum 2-3 years in a professional customer service, warranty, aftermarket support or other closely related role.

· Functional Skills: Excellent organizational and prioritization skills; ability to find the facts and problem-solve; great with multi-tasking; ability to process and respond to customer/ dealer requests efficiently and effectively via the phone or email; collaborative across all levels of the organization and able to work effectively on cross-functional teams; strong attention to details and can work with large amounts of data, along with solid follow-through to get things done well. Working knowledge of trailer systems and components including LP system, fuel system, generator, electrical and wiring, plumbing, axle, metal, and interior finishes.

· Technology Aptitude/Skills: Advanced ability with technology and systems; proficiency with Microsoft Office products including Excel, Word, and PowerPoint.

· Language Skills: Excellent written and verbal skills; Strong customer-oriented communication tactics.

· Leadership/Behaviors: Organized and efficient; proactive approach to tasks; able to relate to people at all levels; reliable team member, high level of personal and professional integrity, polished demeanor, innovative mindset; able to consistently produce high-quality work and deliver exceptional service; able to be discrete with confidential information.

· Culture Match Behaviors: Enjoys and thrives in a fast-paced, high-growth environment, with a huge drive to create an impact while also being a respectful problem-solver and a collaborative, continuous learning team member.

· Physical Requirements: Ability to operate regular office equipment, such as computers, keyboards, and telephones frequently.

Equal Opportunity & Reasonable Accommodation Commitment: In order to provide equal employment opportunities to all individuals, employment decisions at ATC will be based on qualifications and ability to complete essential functions of the job. ATC does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, military status, genetic information, or any other characteristic protected by law. It is ATC’s intent that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. As part of this commitment, ATC will ensure that persons with disabilities are provided reasonable accommodation, if such accommodation does not cause the company undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department.

Job Type: Full-time

Pay: $24.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Work Location: In person

Salary : $24 - $30