Warranty Administrator

BASIC FUNCTION AND RESPONSIBILITY:

The Warranty Administrator/Customer Service Representative manages warranty claims, processes returns and exchanges and resolves customer concerns. This role involves collaborating with customers, service teams, and manufacturers to ensure timely and accurate warranty-related processes.

Reports To: Customer Service Manager

Summary/Objective:

The Warranty Administrator/Customer Service Representative is responsible for managing warranty claims, processing returns and exchanges, addressing customer concerns, and ensuring the smooth operation of warranty-related processes. This role involves direct interaction with customers, service departments, and manufacturers, requiring a high level of attention to detail, strong communication skills, and a customer-oriented approach.

ESSENTIAL JOB FUNCTIONS:

Warranty Processing:

• Review and process warranty claims by verifying warranty coverage, product details, and issue descriptions.
• Collaborate with suppliers, manufacturers, and service teams to resolve warranty issues promptly.
• Ensure compliance with warranty policies and terms for accurate claim approval and resolution.

Customer Support:

• Serve as the primary point of contact for customers regarding warranty inquiries, concerns, claims, and assist technical support.
• Provide back-up technical assistance to customers by troubleshooting product issues, guiding them through setup or operation problems, and helping with error resolutions.
• Address customer complaints, resolve issues, and provide timely updates on warranty status and service resolutions.
• Help customers understand product functionality and provide solutions to technical problems in a clear, concise manner.
• Resolve product issues, including handling returns, exchanges, or repairs as needed.

Documentation and Reporting:

• Maintain accurate records of all warranty claims, customer interactions, and resolutions.
• Generate reports for management on warranty claims, returns, and customer feedback to identify trends or areas of concern.
• Update customer records in the company’s database to reflect warranty status and interactions.

Communication with Stakeholders:

• Communicate with manufacturers or third-party vendors regarding product defects, claims processing, and parts replacement.
• Coordinate with the service department or technical team to facilitate product repairs or replacements.
• Liaise with other departments, including sales, to ensure customers are satisfied with warranty and service solutions.

• Work cross-departmentally to improve product quality and processes.

Policy Enforcement:

• Enforce company warranty policies and procedures to ensure customers are aware of their rights and limitations under the warranty terms.
• Educate customers on the terms of warranties, including the process of submitting claims and the timeline for resolution.

Product Knowledge:

• Stay up-to-date on product features, common issues, and the warranty terms for various products.
• Provide accurate and thorough product information to customers to help resolve issues efficiently.

Follow-Up and Escalation:

• Follow up with customers regarding the status of warranty claims or service resolutions to ensure satisfaction.
• Escalate unresolved or complex issues to the appropriate manager or department for further action.

CHARACTERISTIC DUTIES & RESPONSIBILITIES:

• Strong verbal and written communication skills to effectively communicate with customers and internal teams.
• Exceptional organizational skills and attention to detail to manage multiple claims and customer inquiries simultaneously.
• Problem-solving abilities to identify the root cause of issues and resolve warranty claims efficiently.
• Ability to remain calm and professional under pressure, especially in dealing with difficult or frustrated customers.
• Knowledge of product specifications and the ability to explain technical information in simple terms to customers.
• Other various duties as assigned to support the organization.

Competencies:

• Excellent verbal and written communication skills
• Customer-Focused
• Creative Problem Solving & Conflict Resolution
• Detail-Oriented
• Learning Agility
• Collaboration & Teamwork

Supervisory Responsibility:

No supervisory responsibilities.

Work Environment:

This job operates in a professional office setting within a manufacturing environment. This role routinely uses standard office equipment such as telephones, computers, photocopiers, filing cabinets and fax machines, and manufacturing equipment. This list is not all inclusive.

Physical Demands:

While performing the duties of this position, the employee will frequently need to talk, read, and listen. The role requires ability to sit for extended periods and perform tasks on a computer. Occasionally standing, walking, climbing stairs, using hands and fingers, reaching, and engaging in repetitive bending and squatting for 8-9 hours a day. The employee must also have the ability to read and understand detailed information, including small print on labels, and perform tasks that require attention to small or intricate details, ensuring accuracy and precision. Additionally, the ability to lift/move items up to 30 lbs. is required.

Position Type and Expected Hours of Work:

This is a full-time exempt position with regular working hours from 8:00 a.m. to 5:00 p.m., Monday through Friday.

Travel:

No Travel

Required Education and Experience:

• High school diploma or equivalent
• 2-3 years’ experience in customer service, warranty administration, or related field (e.g., manufacturing, automotive)
• 2-3 years’ experience with warranty and claim management.
• Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and other office software.

Preferred Education and Experience:

• Associate’s degree or higher in business administration, customer service, or related field is a plus.

AAP/EEO:

MCD Innovations, a division of Airxcel, provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Other Duties:

Please be advised this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.