Customer Service Warranty Coordinator

Description

I.             POSITION SUMMARY

The Corrective Actions position supports clients, coworkers, and vendors to achieve seamless project success. Facilitating the company’s continual project improvement, Corrective Actions troubleshoots issues and processes concerns. This position maintains the strength of established external relationships.

II.           POSITION EXPECTATIONS

• Portrays a positive company image and engages in professional and friendly communications with clients
• Assists sales representatives and clients as needed regarding project concerns and requests via email, telephone, fax, and internet inquiries in a timely manner
• Fields client concerns and generates a strategy to address them according to company protocol
• Reviews reported delivery shortages and takes action to correct the issue
• Processes damaged or returned product by inspecting damages, entering warranty claims, or coordinating replacement product utilizing appropriate software
• Maintains records, statuses, updates, and notes in ERP system throughout resolution process, and closes open cases and deficiency reports in a timely manner
• Follows up to ensure timely resolutions and client satisfaction
• Helps facilitate seamless communication amongst all parties to minimize client effort and maximize efficient corrections
• Coordinates regularly with various internal departments to ensure smooth and timely order or project corrections
• Communicates with vendors, factories, and freight companies to check on order statuses and/or troubleshoots issues
• As needed, acts as backup receptionist:
  • Answers incoming calls in a timely, efficient, and professional manner
  • Performs clerical functions such as typing of letters, faxes, spreadsheets, etc. when no other clerical support is available
• Maintains customer confidence and protects operations by keeping information confidential
• Maintains a safe and clean working environment by complying with policies, procedures, and regulations
• Other duties as assigned

III.          SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

Qualifications

IV.          MINIMUM QUALIFICATIONS & SKILLS

Education, Certifications and /or Licenses:

• High school diploma or equivalent

Experience:
 

• 3 years’ experience in customer service
• Experience in commercial furnishings industry preferred

Knowledge/Skills:

• Proficient PC skills using MS Office and other computer programs
• Familiarity with CORE software preferred
• Excellent presentation, listening, verbal, and written communication skills
• Ability to manage and organize time to meet objectives and deadlines
• Ability to work fully on-site, in-office during work hours
• Ability to work independently and/or collaboratively within a team – willing to roll up your sleeves and help the team get work done
• Lives and leads by company values and serves as an example of the best we want to see in our team.
• Ability to interact professionally with customers, vendor partners, and fellow employees
• Highly motivated to learn and grow - self-directed and proactive
• Reliable and responsive
• Demonstrates honesty, integrity, and conscientiousness – cares about doing the right thing, not the easy thing
• Possesses a positive attitude and sense of humor
• Possesses an innovative mindset – demonstrates flexibility and problem-solving skills when met with challenges

V.           PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

While performing the duties of this job, the associate may be required to do the following:

• Perform activities such as balance, bend/stoop, crouch, kneel, push/pull, reach, squat
• Moving self in different positions to accomplish tasks in various environments
• Remaining in a stationary position, often standing or sitting for prolonged periods
• Moving about to accomplish tasks or moving from one worksite to another
• Adjusting or moving objects up to 25 pounds in all directions
• Communicating with others to exchange information
• Repeating motions that may include the wrists, hands and/or fingers
• Assessing the accuracy, neatness, and thoroughness of work

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

VI.          WORKING CONDITIONS AND ENVIRONMENT

This position primarily works in an indoor office environment. The noise level in the work environment is usually low to moderate.

VII.          COMPENSATION
 

• Wage range: $19.25 – $21.75 per hour, paid on a biweekly basis
• Medical, dental, and vision insurance available for single or family coverage for full-time employees
• Employer-paid disability, AD&D, and life insurances coverage
• Additional insurance and savings account opportunities
• 401(k) plans with company match for qualifying employees
• Paid time off and holidays

Salary : $19 - $22