Customer Service - Warranty Specialist

SUMMARY

Responsible for managing the entire service and warranty process from the customer’s initial request through completion. Provides accurate and timely service to customers, and coordinates order entry, order management, factory interface and close-out of orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Communicates with customers regarding claim status, and the scheduling of orders for delivery/installation
• Provides clarifications and answers for customer questions regarding all warranty issues
• File warranty claims with vendors and develops service quotes
• Enter initial customer request into operating system within 48 hours for tracking and customer satisfaction purposes
• Reconciles acknowledgments against orders; resolves discrepancies with vendors; sends acknowledgment to customer; verifies ship date with customer
• Research vendor product and warranty information to ensure accurate application of warranties.
• Ensure accurate order set up and contract compliance
• Creates work order’s for assessments and repairs
• Participates and provides updates in team status meetings
• Maintains accurate and detailed record keeping, including sign-offs and approvals, key decision records, etc.
• Confirms project completion and ensures all invoicing is timely and accurate
• Accurately puts together pricing quotes for parts and/or labor

QUALIFICATIONS

• Associates Degree in business related field preferred, Bachelor's degree is desired
• Experience in the furniture industry, modular walls, interior construction or onsite project/construction management is preferred
• Proficient in all Microsoft applications
• 3-5 years experience in high volume customer service atmosphere and strong data entry skills are required
• Excellent time management and organization skills
• Ability to effectively and efficiently communicate across the organization, with vendors, and with clients
• Attention to detail is critical

Location: This position is in Seattle, but we would consider hiring in Utah, Boise, Las Vegas or Reno.

EDUCATION and /or EXPERIENCE

Associates Degree. Experience with the furniture industry, modular walls, interior construction, on-site project/construction management and experience all Microsoft software preferred.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to talk or hear. Considerable use of arms,

legs and moving the whole body, such as lifting, balancing, and walking is required. The employee frequently is required to stoop, kneel, crouch or crawl.  The employee is regularly required to use hands to finger, handle or feel, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT

The work environment will vary for office work versus work that takes place on a construction site majority being office work.  The physical office environment is consistent with most professional service organizations. The noise level in the work environment is usually quiet.  While performing the duties of this job, the employee is required to frequently go on site to inspect a project and may be exposed to ongoing construction and various weather conditions. The noise level in this work environment may range from moderate to loud. This position is also performed in outside weather conditions and may require personal protective equipment (PPE).