Warranty Specialist

Join Drexel Building Supply as a Warranty Specialist in our Customer Service & Support team. You'll own the full warranty process for building materials, helping builders, contractors, and homeowners resolve issues quickly and fairly. In this team-first, family-oriented culture, you'll investigate claims, coordinate inspections and repairs with vendors and internal teams, interpret warranty terms, and keep customers informed every step of the way.

You'll track trends, suggest improvements, and grow your skills in a fun, values-driven, and fast-growing company that invests in training, career development, and promotion from within.

Responsibilities

• Own the end-to-end warranty process for building materials and components.
• Review, validate, and document warranty claims from builders, contractors, and homeowners.
• Coordinate inspections, repairs, replacements, and returns with vendors and internal teams.
• Communicate clearly with customers about claim status, decisions, and next steps.
• Interpret product warranties, terms, and conditions to ensure fair, accurate resolutions.
• Maintain detailed records in CRM/ERP systems and track claim metrics.
• Collaborate with sales, operations, and logistics to prevent recurring issues.
• Provide product and warranty education to customers and teammates.
• Identify trends and recommend process or quality improvements.
• Uphold Drexel's core values by delivering caring, timely, and solution-focused service.

Required Skills

• Warranty claim management
• Customer service and conflict resolution
• Manufacturing/building materials knowledge
• Basic construction terminology
• CRM and/or ERP systems (e.g., SAP, Epicor, Net
• Suite)
• Data entry and documentation accuracy
• Vendor and internal stakeholder coordination
• Reading and interpreting warranty terms and contracts
• Problem-solving and root-cause analysis
• Intermediate Microsoft Excel/Office skills