Warranty and Claims Customer Service Specialist

About Us

KNIPEX Tools LP is the North American operations of KNIPEX-Werk and is located in Buffalo Grove, IL. KNIPEX-Werk, Wuppertal, Germany, concentrates its efforts on being the best professional pliers manufacturer in terms of quality, innovation and efficiency and its pliers satisfy the highest expectations in terms of performance, ergonomics and service life.

KNIPEX tools are designed for the professional tool user and those that demand the highest quality hand tools available in the marketplace today.

Position Description

Warranty and Claims Customer Service Specialist

A KNIPEX Tools LP (KTLP) Warranty and Claims Customer Service Specialist is an integral member of the KTLP customer service team. A KTLP Warranty and Claims Customer Service Specialist provides world-class service to all external and internal customers.

Position Overview

The Warranty and Claims Customer Service Specialist encompasses the complete sales support cycle, including the completion of information gathering, order entry, training and reporting. The candidate should be reliable, responsive, reassuring, empathetic and accurate when handling all inquiries/requests be it from outside or from within the company.

Position Responsibilities

• Provides customers with claims and claim status updates.
• Manages, abides by, and enforces warranty activity based on Knipex Tools LP warranty policy but understands when to escalate a customer claim within the company.
• Reviews replacement orders and claims. May confirm or deny a claim.
• Uploads photos as needed for warranty replacements or freight claims.
• Focuses on warranty reduction efforts to improve customer experience and profitability.
• Answers phones, emails and orders regarding incoming warranty claims or lost/damaged freight claims in a positive, professional manner.
• Educates customers about the warranty policy changes and answer questions.
• Prepares records, reconciles claims and communicates back to the customer.
• Creates reports on customer interactions, warranty claims, and related statistics.
• Meets with the respective manager on a weekly basis to review warranty process and lost/damaged parcels process and offers ideas and solutions in a collaborative way to streamline process and document new processes.
• Meets warranty cost reduction goals as determined by the respective manager and employee.
• Maintains open communication with respective manager to ensure goals are being met.
• Builds relationships with core teams (Marketing, Sales, Accounting, Product Manager)
• Builds strong customer relationships, loyalty, and retention.
• Provides both external and internal customers with a positive experience during all interactions.
• Complies with all company and departmental procedures.
• Enters and confirms the accuracy of orders and tracking delivery dates; updates customers and sales regarding issues.
• Answers all customer inquiries providing answers to questions on products, pricing, and availability.
• Anticipates and solves issues before they arise.
• Develops an excellent working knowledge of procedural and system-related inventory control requirements, including the proper allocation and distribution of products and services.
• Improves and maintains overall customer service functions. This encompasses all order processing requirements including credits, returns, and distribution.
• Listens actively and responds to customer demands and complaints as “problem solvers”, taking full responsibility and providing positive solutions.
• Demonstrates persistence, overcomes obstacles, and strives to improve skills while achieving goals with enthusiasm and positive energy.
• Follows through with promises and inquiries in a timely fashion.
• Uses good judgment and makes decisions when necessary.
• Seeks guidance to answer any questions when unsure of the correct answer.
• Other responsibilities and projects as assigned.

Position Requirements

Knowledge

• High school diploma or equivalent, some college preferred; or equivalent in years of experience.
• Minimum of 3 years customer service experience, including processing credits and warranty claims.
• Ability to confront and resolve difficult customer service situations.
• Hands-on operational experience using SAP or comparable ERP system is a strong plus.
• EDI experience a plus.
• Proficient in Microsoft Office products.
• Experience in an industrial manufacturing or distribution environment is a strong plus.
• Experience with inventory a plus.

Skills

• Excellent written and verbal communication skills.
• Sense of urgency mindset with an assertive “let’s get it done” attitude.
• Detail oriented with strong decision making and problem solving skills.
• Demonstrated ability to handle a variety of assignments simultaneously.
• Ability to work under deadline pressure.
• Excellent follow up.
• Ability and confidence to communicate at all levels, internally and externally in a professional manner by phone, email and face to face contact.
• Conflict resolution and negotiation skills.
• Customer focus.

Personal Attributes

• Flexible work attitude; ability to learn new things quickly.
• Sense of urgency mindset with an assertive “let’s get it done” attitude.
• Holds self to high ethical standards and is capable of maintaining confidentiality.
• Enjoys multitasking.
• Professional demeanor.
• Energetic, dynamic, and friendly personality.
• Strong interpersonal skills and ability to work well with teams.
• Interested in achievement of broad objectives through teamwork and collaboration.

Physical Demands and Work Environment

• Continuous keyboard and screen usage for several hours a day.
• Position requires periodic walking, stooping, bending, reaching, and ability to push, pull, and grasp required.
• Capable of standing or sitting for several hours a day.
• Regular, reliable and predictable onsite attendance necessary.

Company Values

Knowledge:

• Improvement is GREAT. Change is GREAT. Wanting to be better is GREAT.
• Innovate; take initiative and be curious. Learn from mistakes.
• Continue to develop our skills; challenge ourselves and others to achieve possibilities.

Teamwork:

• First and foremost, we are a team. Our competition is outside these walls.
• We are all role models and lead by good example.
• Our cooperation and communication is characterized by kindness, openness, honesty, and valuing each other’s contributions.

Loyalty:

• Demonstrate reliability, responsibility, and ownership – not just through words, but through actions.
• Keep commitments; say what you will do, and do what you say.
• Trust each other and continue to earn that trust every day.

Passion:

• Strive to achieve consistently superior quality, service, performance, productivity, efficiency, and effectiveness.
• Take pride in our product, our company, and our people.
• Embrace sustainable initiatives and give back to the community.

The base hourly rate for this position is: $22- $25. Please note that the specific compensation for this role will be determined based on experience, qualifications, location, and internal equity considerations.

We have other benefits associated with this position which include: Bonus eligibility, medical, dental, and vision insurance, company funded Health Reimbursement Arrangement Plan (HRA), generous paid time off, 401K, etc. For more detailed information on our complete benefit package, see https://www.knipex-tools.com/company/careers