Warranty Coordinator jobs in Appleton, WI

Description

The Warranty Specialist is responsible for overseeing warranty claims that are received by Design Air. The Warranty Specialist will lead and manage all activities within the warranty process. This includes processing all documentation in a timely manner and providing excellent customer service through regular and proactive communication to internal and external customers.  

RESPONSIBILITIES

• Take customer phone calls and address concerns accordingly
• Review open RMA’s and Inventory Returns and provide follow-up as necessary, including issuing customer credit
• Verify coverage and process incoming claim submissions in accordance with manufacturer policies
• Create and process purchase orders and offsetting returns for no-charge replacements
• Process orders for replacement parts, extended warranties, and items for repair
• Submit claims to vendors quickly and efficiently
• Provide training and coaching to coworkers and customers on proper warranty procedures
• Communicate claim denials with Territory Managers and chargeback as required
• Attend training sessions and meetings to stay up to date with new products and their enhancements 
• Work closely with our representatives to address sensitive situations, and implement special programs as necessary
• Communicate changes and update company-wide shared coverage documents from vendors when changes occur
• Ship out returns via ground carrier or LTL
• Stay up to date on factory recalls and announcements
• Handle escalated warranty issues and resolve them promptly
• Work with Tech Support and other teams on complex situations
• Archive documents digitally
• Assist in disposition of damaged equipment
• Continuously improve warranty processes to enhance efficiency and customer satisfaction
• Collaborate with other distributors on best practices and streamline processes
• Other duties and special projects as assigned

Requirements

• Associate degree in business administration, accounting, or a related field preferred
• 1-2 years of HVAC industry experience preferred
• Strong understanding of customer needs related to warranty
• Exceptional communication and interpersonal skills, with the ability to build rapport and resolve conflicts
• Self-motivated and results-oriented
• Ability to work independently and as part of a team
• Ability to lift up to 50 lbs. on a regular basis
• High attention to detail with excellent problem-solving and analytical skills
• Willingness to travel to other branch locations in the Midwest as needed

WHAT'S IN IT FOR YOU

• Performance based competitive pay
• Warehouse team monthly and annual incentive pay program
• Full benefits package for employees - no waiting period! Eligible on date of hire
• Retirement plan with a 6% company match - no waiting period! Eligible on date of hire
• Discount purchase program for employees
• No weekends! Work Monday through Friday
• PTO and paid holidays
• Opportunity for advancement