Warranty Coordinator
About The Position
JELD-WEN is currently seeking a Warranty Coordinator to join our growing team. External Job DescriptionTHE ROLEThe LaCantina Customer Care Representative is tasked with supporting our company’s commitment to provide world-class, after-sales service. The CCR will support this initiative by serving as the primary point of contact for the dealers that file warranty claims. CCR's are required to communicate directly with these customers to ensure each claim is resolved in a timely and satisfactory manner. #LI-NL1 Internal Job DescriptionTHE ROLEThe LaCantina Customer Care Representative is tasked with supporting our company’s commitment to provide world-class, after-sales service. The CCR will support this initiative by serving as the primary point of contact for the dealers that file warranty claims. CCR's are required to communicate directly with these customers to ensure each claim is resolved in a timely and satisfactory manner.
Requirements
- Intermediate skill in Microsoft Office applications
- Ability to handle escalated customer service situations
- Ability to manage escalations and resolve problems in a timely manner
- Passionate about providing the exceptional customer experience
- Ability to quickly learn new software, systems, processes and our products
- Strong communication skills (verbal and written)
- CRM or SAP experience a plus
- 2 - 3 years related experience and/or training
- High School Diploma
- 1 - 2 years Customer Service experience with manufacturing products
Nice To Haves
- CRM or SAP experience a plus
Responsibilities
- Acknowledge receipt of all claims received via phone and email upon receipt
- Initiate and maintain accurate service records for all qualifying incidents
- Create service parts orders and chargeable service parts orders
- Create field service dispatches as needed.
- Schedule dispatches and inform customer of appointment dates
- Generate and provide customers with quotes for chargeable services
- Troubleshoot and advise customers on service-related claims and/or product information.
- Maintain frequent communication with customers concerning the progress of their claim
- Ensure a timely and satisfactory resolution for all incidents of customer dissatisfaction
- Maintain a thorough understanding of all LaCantina warranties past and present
- Negotiate win/win scenarios for all out of warranty service claims
- Develop and maintain resources necessary for identifying and ordering obsolete parts
- Familiarize oneself with the history and progression of our product lines
Benefits
- Employees (and their families) are covered by medical, dental, vision, and basic life insurance.
- Employees will accrue up to 15 days’ vacation leave annually and receive ten paid holidays throughout the calendar year.
- Employees can also enroll in the following company benefit programs including, 401k Retirement Savings Plan, Prescription Drug Plan, Flexible Spending Account (FSA), Health Reimbursement Account (HRA), Employee Assistance Program (EAP), Tuition Reimbursement, and Employee Discount Program.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
