Warranty Care Specialist

Overview

The Warranty Care Specialist is responsible for superior customer service through the channels of warranty service on items sent in, upgrades/exchanges completed by the Digital Sales Team, and processing returns received. This role is critical to the success of our growing eCommerce business and requires a high attention-to-detail, excellent customer service skills, ability to multi-task, and an organized mindset and workspace.

Responsibilities

• Responsible for the quick turnaround of customer refunds and Return For Service (RFS) items to ensure customer satisfaction and retention.
• Contact RFS customers to review service needed quickly and efficiently.
• Write up and maintain Shop Jobs for all warranty items as well as upgrades/exchanges. This includes the quality control of shop work done on all Return For Service (RFS) shop jobs.
• Ability to communicate with customers in a timely fashion, as well as communicate with Internal Employees when needed to fill warranty and shop work needs.
• Accurately keep track of all packages that are received from customers, keeping these spreadsheets up to date daily.
• Assist the Digital Sales Team with customer service-related calls/chats when needed.
• Assist in the daily receiving of BRINKS, handling these with extreme care and efficiency.
• Exercise any and all safety precautions when in the shop.
• Effective and collaborative communication with the Shop Team.
• Excellent and detailed communication to leadership of any and all delays on orders/concerns.
• Excellent and detailed communication with the sales team on customer orders when needed.
• Accurately and efficiently process all merchandise, service, and information transactions in a timely, organized and efficient manner.
• Participate in proper inventory management and care daily to ensure clean monthly inventories
• Maintain proficiency in all roles related to the fulfillment area.
• Receive and process all customer returns, ensuring the utmost accuracy during these processes.
• Contact return customers when appropriate to identify exchange opportunities.
• Assist digital fulfillment team members in daily fulfillment activities, when needed serving as a versatile employee.
• Responsible for performing any other duties as assigned.

Qualifications

• Must have 1+ years of fulfillment experience or other relevant work environment.
• Ability to type, use basic computer software, and be well spoken via the phone and any other methods of communicating with customers.
• Must have demonstrated communication skills, oral and written, as well as the ability to communicate with a vast array of personality types and skillsets, regardless of organizational level
• Demonstrated ability to multi-task and prioritize projects & tasks with a sense of urgency
• Demonstrated ability to work in a team setting
• Demonstrated ability to be flexible and adaptable to various situations
• Proven ability to collaborate with other member(s) of team
• eCommerce experience preferred

Behavioral Characteristics

Focused; can concentrate on the task at hand for sustained periods. Consistently and patiently thorough. Works at a consistent pace in an environment that can sometimes be very fast paced. Comfortable with familiar processes and environments. Follows well-established plans. Attentive to, careful and accurate with the details involved in a job. Detail-oriented. Enjoys work which is of high quality. Works autonomously in area of expertise.

Work Environment

This role is on-site as part of the Home Office team. The primary environment for this role is an open office. Considerable business is conducted using the telephone and computer technology. This role may be approved to work remotely on specific occasions but that does not change the ongoing classification of the role as on-site.

Why Work for Shane Co.?

Joining #TeamShaneCo comes with a host of benefits designed to support you and your loved ones- we understand a supportive benefits package is key to a fulfilling work experience. As a family-owned business, we prioritize your well-being, recognizing that our success is a collective effort. Here's what we offer:

Compensation and Recognition: We offer a competitive base rate and an opportunity for a yearly bonus.

Time off: You’ll enjoy a generous time-off package, including 3 weeks of vacation, and an annual float day. We value holidays and are closed on major ones. Plus, you receive a float day and paid volunteer day annually. We also value your work-life balance and keep favorable hours that provide a great retail experience to our customers while respecting your time and well-being.

Family-centric benefits: We care about your family, and our benefits extend beyond standard offerings. In times of major illness, you can earn time off at full pay for self or family care. You’ll also benefit from paid parental leave, an Employee Assistance Program, and assistance navigating medical complexities.

Health and wellness: We value your health and provide you with paid sick time. Additionally, you can access competitive medical, dental, and vision plans, a 401(k) with company match, and flexible spending accounts. You can also enjoy voluntary benefits, including long-term disability, life insurance for dependents, and pet insurance. We also have a dedicated staff member who focuses on well-being and work-life balance, ensuring you thrive professionally and personally.

Employee Discount: Enjoy a generous store and online discount, available for you and your family members.

Shane Co. serves our customers with an unparalleled standard of excellence. Our people get to share in our customers’ milestone moments such as weddings, birthdays, anniversaries, and everything in between.

Our goal for you is to give you an employment experience like no other so you wake up and want to come to work every day! If you love being part of a team as well as providing personal attention to every customer, this is the place for you!

Base Pay range for this role is $23 -$30 hourly, which applies to this specific role. Your placement in the range is determined through interviews, a review of experience, knowledge, skills, balanced pay with other team members and alignment with geographic market data.  Home office base pay ranges are based on the Denver market.  We target most new hire offers toward the lower end of the listed range, but more demonstrated experience, knowledge and skills may result in a higher starting rate. 

Beyond Base Pay: Home office positions are eligible for consideration for an annual bonus, based on total company performance.  Amounts vary by role and are based on a percentage of eligible earnings for the fiscal year.  

Employer will not sponsor visa or work authorization.