After-Sales Specialist

Job Summary AFTER-SALES SPECIALIST

Salem, Ohio | Onsite | Monday-Friday

American Bath Group is a leading North American manufacturer of residential and commercial bathing products, serving customers through a portfolio of established brands. Our teams are focused on quality, service, and practical solutions that support customers before, during, and after installation.

The After-Sales Specialist supports customers, wholesalers, contractors, plumbers, and service partners with warranty and product-service needs for American Standard and Bootz bathing products. This position manages customer inquiries from initial contact through the appropriate resolution, including warranty review, parts support, service coordination, work orders, credits, and related documentation.

This is an onsite, customer-facing role in Salem, Ohio, working as part of a small collaborative team that shares responsibility for incoming calls, email cases, and service activity across the United States.

• Respond professionally to inbound customer calls and email inquiries regarding warranty, product, and after-sales service needs.
• Create, update, and document customer cases in Salesforce and maintain accurate records throughout the resolution process.
• Review warranty claim forms, receipts, photographs, and supporting documentation to determine the appropriate next step within established guidelines.
• Coordinate warranty resolutions, including repair kits, replacement parts, service work orders, technician dispatch, credits, and refunds when applicable.
• Create work orders in CMS and route service requests to the appropriate repair technician based on geography and service requirements.
• Process repair technician invoices and support wholesaler credit requests for eligible damaged product.
• Communicate clearly with customers regarding documentation requirements, warranty coverage, service expectations, and resolution steps.
• Recognize situations that require escalation and involve the supervisor when requests fall outside standard authority or policy.
• Reassign misdirected cases and help ensure customers are connected with the correct department when requests fall outside the team’s product scope.
• Contribute to shared American Standard and Bootz queues and support team workload as call and email volume changes.

During the first 90 days, the successful candidate will become comfortable navigating Salesforce, responding to customer calls and emails, creating and documenting cases, completing basic work orders, and following the warranty process with team support.

By approximately six months, the specialist should be able to manage most routine cases with limited assistance, make sound preliminary judgments based on product photos and documentation, complete work orders accurately, and know when to use parts, service, credits, or escalation paths. Once fully trained, the role typically supports approximately 30-40 customer interactions per day across phone and email, with volume varying by season and business demand.

• Onsite role based in Salem, Ohio.
• Monday-Friday schedule, generally 8:30 AM-5:00 PM.
• AMERICAN BATH GROUP | MARKET-FACING ROLE SPECIFICATION
• Small, collaborative team environment with shared responsibility for customer queues.
• Work combines customer service, documentation, system activity, and practical judgment rather than following a fully scripted call-center model.
• Seasonal demand may increase during spring, summer, and early fall as remodeling activity increases.
• Product and warranty information may come from multiple sources, so the role requires resourcefulness, sound judgment, and comfort asking questions when needed.

• Strong verbal and written communication skills with a professional customer-service approach.
• Strong attention to detail and the ability to follow established processes accurately.
• Comfort using email, data-entry tools, Microsoft Office, and other business systems.
• Ability to learn new systems, products, warranty processes, and technical information.
• Ability to manage multiple customer requests while maintaining accuracy and follow-through.
• Collaborative work style and willingness to support a shared team workload.
• Dependable attendance, punctuality, and consistent follow-through.

• Approximately one year or more of customer service, warranty support, service coordination, order support, technical support, or related…