Warranty & Claims Specialist

As a Warranty & Claims Specialist
, you will investigate and coordinate the end-to-end resolution of escalated product, warranty, and freight claims for the US market. You will combine practical technical assessment, careful documentation, cost-conscious resolutions, and cross-functional follow-through to deliver a strong after-sales experience.

At PERGOLUX
, we create Scandinavian-inspired outdoor living solutions, guided by Integrity, Ambition, Innovation, Humility, Appreciation, and Unity.

• Review complete claims escalated by L1 Customer Service; assess warranty coverage, supporting evidence, product issues, and appropriate resolution paths under established policies.

• Investigate technical and product-related concerns, collaborating with Product Development or Quality Control where deeper analysis is needed; coordinate customer-facing updates with Customer Service.

• Prepare, submit, and follow up on freight claims with AIT and other approved logistics partners; document recoveries, claim costs, and opportunities to reduce avoidable expenses.

• Coordinate approved replacement parts, availability checks, warehouse fulfillment, and related inventory records to support accurate and timely resolutions.

• Maintain clear evidence, decisions, progress, and status updates in Zendesk, Jira, and applicable operational systems; flag exceptions and approvals outside assigned authority.

• Analyze recurring warranty and freight claim patterns and share actionable product, quality, logistics, and process improvement recommendations.

• Build practical product and component knowledge to support technical troubleshooting and exceptional cases within an agreed remit.

• Experience in product warranty administration, warranty claims, dealership warranty or parts operations, technical after-sales support, or closely related customer-claims work.

• Ability to interpret warranty terms, product/technical information, photographs, and claim documentation accurately and consistently.

• Strong analytical judgment, organization, documentation accuracy, and practical cost-awareness in choosing or coordinating resolutions.

• Effective written and verbal communication and reliable collaboration with Customer Service, Logistics, Warehouse, and Product teams.

• Comfort with case-management or ERP/workflow tools, with the ability to learn Zendesk and Jira; high school diploma or equivalent.

• Experience with consumer durables, manufacturing, home improvement products, automotive warranty/parts desks, or freight claims.

• Experience with carrier recovery, spare-parts coordination, or product technical troubleshooting.

• Timely, accurate, well-documented resolution of escalated claims within defined approval boundaries.

• Strong customer satisfaction, clear tracking of claim cost and freight recovery, and effective parts coordination.

• Evidence-based identification of recurring problems and practical process improvements.

• Health insurance.

• Retirement Plan.

• Vacation and sick days.

• A vibrant, international work environment built on collaboration and creativity.

• Growth opportunities in a fast-scaling e-commerce company.

• Team Culture & Events – Join a supportive, international team with regular events, summer parties, and after-work gatherings.

• Employee discounts on all PERGOLUX products.

• Comfort & Convenience – Free drinks and snacks to keep you fueled throughout the day.