Warranty Specialist- Wood Plants

Warranty Specialist – Wood Plants

JOB SUMMARY: Be the voice of the customer after the sale. This position is responsible for managing / maintaining all customer reports issues. This includes but is not limited to, production delays or changes, freight damages, general complaints, missing items, returned products, etc.

DUTIES:

• Ensure all information is documented in cases.
• Manage personal email inbox and review and work out of the warranty inbox.
• Use the CVA (Customer Video Assist) system to assist customers in real-time for a first-call resolution.
• Enter Warranty Orders in Visual
• Complete RMA’s (Return Merchandise Items)
• Work internally on WO/EM modifications for Warranty Order.
• Work internally on Material Checks for Warranty Order.
• Enter Service Request Orders in Visual
• Manage open cases in Salesforce and assist with managing cases up to the review stage.
• Create Service Appointment Requests
• Communicate back to Customer Service/Customer what actions will be taken per case.

RESPONSIBILITIES:

• Maintains a safe work environment.
• Follow procedures detailed in the Company Handbook and in other documents.
• Demonstrates a highly professional attitude when approaching work assignments.
• Displays a sense of urgency towards completing assigned tasks.
• Assists in developing solutions to problems.
• Maintains a good attendance record.
• Work directly with the Quality Manager to manage all wood plant cases.
• Maintain a positive work environment with the entire Customer Service team.
• Ensure that cases in all wood plants are monitored and maintained in a timely manner.
• Provide CS Team with Warranty Order #’s – Tracking #’s for materials shipped from Vendors or JSI. – Tech Appointment Dates and Times.
• Data entry for warranty orders and tech dispatch.

QUALIFICATIONS:

• Preferably a 2-year degree or commensurate previous customer service or warranty data entry experience
• Has knowledge of commonly used concepts, practices, and procedures within the field of production/construction.
• Ability to work in a fast-paced environment
• Must be detail oriented
• Capable of learning new skills as needed
• Proficient in Excel
• Working knowledge of SalesForce and Visual 908 preferred, but willing to train the right candidate.
• Possess excellent communication and multitasking skills, a positive attitude, and a strong work ethic.

JOB RELATIONSHIPS:

• Reports directly to the Quality Manager – Wood Plants.

PHYSICAL DEMANDS

• Sedentary: Exerting up to 10 lbs. occasionally, sitting most of the time, and only brief periods of standing and walking.
• Requires minimal local travel.

Note: the duties listed above reflect most of the essential duties of this job and does not, nor is it intended to, reflect all essential duties that may be required for an incumbent in this job to perform

An Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person