Warranty Coordinator

Position Summary:

Implements Warranty processes to ensure accuracy and timeliness of warranty claims to the Vendors/Manufacturers.   Participates in ensuring success of obtaining credits and/or replacement merchandise. Work with branch personnel to ensure complete information is obtained.  Position reports to Warranty Manager.

Essential Job Functions:

1. Maintains warranty processing at established target levels to prevent backlog of warranty claims and to ensure timely vendor credits for items returned under warranty.
2. Processes claims based on established priority warranty vendor status.
3. Runs and analyzes applicable reports to assist with timely processing including but not limited to open purchase orders, return goods queues, product history and inventory valuation.
4. Maintains appropriate vendor relationships and open lines of communication with the vendors for vendor approval of questionable claims where The Ware Group is seeking a credit or replacement part.
5. Interacts with branch level personnel (counter sales, warehouse and management) in appropriate warranty processing procedures whenever necessary to ensure timely processing.
6. Researches claims, follows up on outstanding warranty needs, and responds to requests from internal and external customers to ensure successful warranty processing.
7. Performs other responsibilities as assigned for the smooth and efficient operation of the organization.

Scope of Responsibilities:

1. Responsible for the processing of $1.6-$2.5 million of warranty per year.
2. Responsible for processing 1500 – 2500 purchase orders per year.
3. Responsible for quick resolution to outstanding vendor credits.
4. Responsible for maintaining a safe, clean, and efficient work environment.

Internal Relationships:

Regularly confers and discusses status of warranty issues with: Warranty Manager, Purchasing and Inventory Management, Warehouse Managers, Sales personnel (inside and outside), Accounts Payable Coordinators, other employees within the warranty department, and IT personnel.

External Relationships:

Regularly confers with a wide variety of vendors and vendor reps in order to maintain solid vendor relationships with the aim of expediting and approving warranty claims.  As assigned, the Warranty Coordinator negotiates possible exceptions for unusual warranty issues with vendors.  Must be able to communicate with vendors on proper way to process warranty claims and be able to communicate directions to other team members.

Final Decision Maker:

Recommends changes to standard operating warranty processes to streamline or enhance those processes   Prioritizes warranty claims to ensure large dollar claims receive the highest priority in order to affect a prompt credit or product replacement by the vendor.  The Warranty Manager and Director of Operations have final decision making authority for warranty policies, procedures, and exceptions.

Education, Work Experience & Specialized Skills or Knowledge:

• High School or general education degree (GED)
• PC proficiency with experience using Microsoft Suite of products and in job related technologies; understanding of Eclipse operating software is critical to on the job success
• A high level of detail orientation is essential with ability to solve problems and follow through to resolution
• Excellent typing and data entry skills 
• Above average communication skills, both verbal and written, with ability to communicate proficiently in English all formats 
• Basic math and computation skills 
• HVAC/R experience preferred

Physical Environment/Working Conditions:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical:  While performing the duties of this job, the employee is regularly required to sit, use hands to hold product, paperwork, type, talk and hear.  The employee is frequently required to walk.  The employee is occasionally required to stand; reach with hands and arms; climb or balance; stoop, kneel, crouch.  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.

Office Environment:  Typical office environment working conditions at Branch Support with possible on-site trips to various Branch office / warehouse facilities that require standing, walking and sitting for prolonged periods of time.  Visual acuity and hand dexterity required for typing,  reading, producing reports, or doing computer work and data entry for extended periods of time.  Very limited physical exertion required in the course of daily activity.  Auditory acuteness required to perform heavy volume of telephone and in person contacts on an individual or group meeting level.  Travel (mostly driving) is limited to less than 10% on the local, state, and regional basis as needed.