Customer Service Account Coordinator - Warranty

Overview

The Warranty Customer Service Account Coordinator is responsible for processing all parts and labor warranty requests for US, Canada, Australia, Mexico, Central and South America.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Answer incoming phone calls (average 300 incoming calls weekly).
• Respond to emails from service agents, end users, dealers and sales force regarding parts and labor warranty.
• Verify cabinet warranty and quote warranty across all True Manufacturing companies.
• Recommend service companies.
• Track warranty parts shipments.
• Quote parts inventory and lead time.
• Enter warranty labor claims and warranty parts orders in our Warranty Claim Tracking software.
• Regular and reliable attendance in the office is required.
• The Warranty Customer Service Account Coordinator is an office-based role. Regular, predictable on‑site attendance is required. Eligibility for up to one (1) remote workday per week may be permitted, subject to business needs and departmental guidelines.
• Perform core job responsibilities through regular in‑person collaboration, including participation in meetings, team discussions, and cross‑functional coordination.
• Collaborate with fellow team members and leadership in a shared work environment to support innovation and timely decision‑making, problem‑solving, and operational effectiveness.
• Maintain a consistent on‑site presence to support and respond to day‑to‑day business needs, including attendance of scheduled meetings and real‑time collaboration as needed to ensure alignment on department and company priorities.
• Meet regularly with manager in‑person to align on workload, priorities, performance, and ongoing professional development.

• High School diploma or general education degree (GED) required.
• Six or more months of related customer service experience or True Manufacturing knowledge required.
• Possess strong verbal and written communication skills.
• Must be well organized and self‑motivated.
• Must have the ability to work in a fast‑paced environment and handle high call volume.
• Knowledge of JDE, Epicor, Parts Inquiry, cabinet knowledge and previous customer service experience would be a plus.
• Proficient in Microsoft Office applications.
• Ability to work in a team oriented environment with a positive, professional attitude.

The hours for this position are Monday through Thursday, 8:30am – 5:00pm;
Fridays 9:30am – 6:00pm OR Monday – Friday 9:30am – 6pm

We are proud to be an Equal Opportunity Employer.

Company-paid background check required upon hire.