Role OverviewThe Warranty Coordinator supports the company's commitment to provide world-class, after-sales service by managing claims, communicating with customers, and ensuring timely and satisfactory resolutions. They will work directly with the JELD-WEN sales team and maintain relationships with business partners. The Coordinator will also troubleshoot and advise customers on service-related issues and maintain a thorough understanding of the Home Center Customer Channels.
What You Will Do
Key responsibilities include initiating and maintaining accurate service records, creating service part orders, scheduling dispatches, and generating quotes for chargeable services. The Coordinator will also troubleshoot and advise customers on service-related issues, maintain frequent communication with customers and business partners, and ensure timely and satisfactory resolutions.
Why It Might Be a Fit
To be successful in this role, you will need to be passionate about providing an exceptional customer experience, have advanced communication skills, and be able to resolve escalated customer service situations. You will also need to be able to manage escalations and resolve problems in a timely manner, and identify systematic issues to assist with writing a SOP.
Requirements
- Bachelor's degree from an accredited institution (preferred)
- A minimum of 3 years related experience and/or training in warranty claims (in lieu of Bachelor's degree)
- Passionate about providing an exceptional customer experience
- Titan, Doclink, or SAP experience (a plus)
- 3 years Customer Service experience with demonstrated knowledge of JW products or systems (preferred)
- Advanced skill in Microsoft Office applications
- Comprehensive knowledge base of 2 or more product offerings
- Ability to resolve escalated customer service situations
- Ability to manage escalations and resolve problems in a timely manner
- Ability to identify systematic issues and assist with writing a SOP
- Demonstrated track record of working in a fast-paced environment
- Ability to quickly learn new software, systems, or processes
- Advanced communication skills (verbal and written)
Benefits
- Competitive compensation and benefits packages
- Medical, dental, vision, and basic life insurance
- Up to 15 days' vacation leave annually
- Ten paid holidays throughout the calendar year
- 401k Retirement Savings Plan
- Prescription Drug Plan
- Flexible Spending Account (FSA)
- Health Reimbursement Account (HRA)
- Employee Assistance Program (EAP)
- Tuition Reimbursement
- Employee Discount Program
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