Warranty Coordinator

Job Details

Job Location
:
Douron Owings Mills - Owings Mills, MD 21117

Position Type
:
Full Time

Salary Range
: $19.00 - $23.00 Hourly

Job Shift
:
Day

The Warranty Coordinator position supports clients, coworkers, and vendors to achieve seamless solutions for product issues. The Corrective Actions department delivers solutions for clients by troubleshooting any concern and processing claims for replacements or fixes. The role features strong communication, promptness, and thoroughness. This position actively supports Account Executives in maintaining the strength of established external relationships.

• Portrays a positive company image, minimizes client effort, and maximizes efficient solutions by facilitating seamless, professional, and friendly communication amongst clients, vendors, and coworkers
• Follows up to ensure timely resolutions and client satisfaction
• Ensures thorough communication by reaching out to all affected parties with case updates
• Coordinates regularly with various internal departments to ensure smooth and timely orders, corrections, deliveries, or installations, as applicable
• Communicates with vendors, factories, and freight companies to check on order statuses and/or troubleshoots issues
• Ensures all communications are sent and all logs are recorded within 48 hours of receipt
• Actively checks on all open cases with regularity to confirm all cases are progressing at all times
• Assists sales representatives and clients as needed regarding product 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
• Assesses various potential solutions’ cost to the company and selects a route that both serves the customer and limits expense for the company
• Reviews reported delivery shortages and takes action to correct
• Processes damaged or returned product by inspecting damages, entering warranty claims, and coordinating replacement product using appropriate software and procedures
• Coordinates the collection of appropriate evidence for warranty claims and submits
• Maintains records, statuses, updates, and notes in ERP system throughout resolution process, and closes open cases and deficiency reports in a timely manner
• 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

This position has no supervisory responsibilities.

• High school diploma or equivalent

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

• 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

The physical demands described here are representative of those that must be met by an…