What are the responsibilities and job description for the Warranty & Returns Manager position at Western Power Sports (WPS)?
Summary:
Responsible for all aspects of Customer Returns, Product Warranty processing and is the primary warehouse and tech support team’s interface for quality. Provides quality oversight and input for daily activities related to customer returns, warranty, quality issues and customer complaint analysis and resolution. Works with vendors to obtain reimbursement for the cost of warrantable items.
Duties:
Assist with the investigation and resolution of product complaints and product quality issues.
Provide disposition of non-conforming product (hold, quarantine, vendor return for credit, etc.).
Conduct product quality inspections for correct form, fit and function.
Manage warranty returns, claim process and customer contact for warranty claim disputes.
Manage and document the recovery of warranty costs from applicable vendors.
Provide technical support and training to internal customers in specific areas of expertise.
Support new product development teams to ensure the integrity and clarity of specifications and that all expectations or communicated effectively to suppliers. Ensure suppliers are involved in development and review of specifications to promote design for manufacturability.
Verify product introduction readiness efforts for new products or re-sourcing products through testing or specification.
Coordinate the identification, investigation, and resolution of supplier technical and/or systemic issues to drive quality improvement in the supply base.
Collaborate in a cross-functional team environment with Warehouse Supervisors, Engineering, Customer Service, Tech, Sales, Marketing, Operations, and Purchasing on product quality issues.
Other duties as assigned.
Education and Qualifications:
Bachelor’s degree from a four-year college or university and/or relevant work experience.
A minimum of 3 years customer service and warranty claims experience, including the processing of credit and warranty claims.
Knowledge and experience working with Microsoft suite software.
Excellent business communication skills and consistent documentation skills.
Physical Demands:
While performing the duties of this position the employee is regularly required to sit, stand, use hands and fingers to operate a computer keyboard, handle inventory, talk, and hear. The employee is frequently required to walk and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 40 pounds, frequently lift and/or move up to 25 pounds.
Working Conditions:
Climate-controlled office and non-climate-controlled warehouse
The noise level in the work environment is usually low to moderate
Acknowledgement/Signature:
This job description is provided to briefly describe the work required for this position. This job description does not state or imply these are the only responsibilities or duties for this position. The employee may be required to perform other job-related duties as requested by management. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
