What are the responsibilities and job description for the Sunbrella Care Service Manager position at Glen Raven?
Glen Raven is recruiting for a Sunbrella Care Service Manager which will serve as “the voice of the customer” to fulfill the Sunbrella brand promise through education, service, technical support, and warranty/claims resolution to all Custom Fabrics markets.
Perks and Benefits
- Health, Dental and Vision Benefits
- Short Term & Long Term Disability
- 401 (k) Retirement Plan and Pension Plan
- Wellness Program
- Vacation & Holiday Pay
Responsibilities:
- Follow company policies, safe work practices, prevent injury to yourself and other associates.
- Oversee the Customer Claims Process; Approval of labor assistance for warrantied claims
- Ensure return authorizations have been issued and details are complete
- Research each claim based on information provided
- Oversee gathering of communications and act as voice of the customer to initiate internal analysis, product evaluation and eventual corrective/preventative actions associated with claims
- Provide performance education to salespeople, distributors, fabricators, Jobbers and consumers about our products and services
- Manages Sunbrella Care Specialists and establish performance goals, projects, and objectives
- Provide feedback to sales, marketing, departmental and executive leadership about claims
- Initiate Sunbrella Care (field service) as needed in support of customers as well as Glen Raven Marketing and Commercial Teams
- Warranty claims process management/function and improvement (i.e., JOMAR, Zendesk, dashboard development, Sunbrella Care deployment, and any necessary changes related to servicing the business)
- Management and collaboration between Glen Raven Asia and Dickson European operations regarding product support and warranty claims
- Aid in writing care, fabrication, and maintenance instructions
- Assist with new product evaluation
- Management of industry standard product test certification with third-party laboratories (i.e., TB117-2013, NFPA260, etc.)
Education and Experience:
- Associate Degree or equivalent work experience
- Must know fabric performance and grading characteristics
- Must know Sunbrella Care deployment requirements
- Must understand current Glen Raven Custom Fabrics markets
- Must know distribution channels
- Must know traditional and non-traditional uses of Custom Fabrics products
- Must have relationships with service organizations capable of aiding in claims resolution
- Must have extensive product knowledge
- Must understand traditional and non-traditional applications of our fabrics
- Must have excellent written and verbal skills
- Must have a temperament capable of diffusing a situation with an unhappy customer
- Must know how to navigate within our data pools
- Must have interpersonal skills that facilitates cooperation among various workgroups
Why Glen Raven:
Working at Glen Raven allows you to be part of a hard-working team proud to weave connections worldwide with some of the most trusted brands in textiles like Sunbrella®. Every day, we strive for and welcome diverse voices, solutions-driven ideas and innovative opportunities for continued growth throughout the company. We work toward a shared success while lifting each other up on the job and in our communities. Together, we keep the world spinning. Join our team. Connect people and drive innovation beyond the boundaries of Glen Raven
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
Glen Raven provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to recruiting@glenraven.com or 336-227-6211.
