Description
THE ROLE
The Warranty Coordinator is tasked with supporting our company’s commitment to provide world-class, after- sales service. The Warranty Coordinator will serve as the primary point of contact for claims reporting incidents of customer dissatisfaction that are initiated by our Home Center partners. The Warranty Coordinator will manage a specific region of dealer networks and communicate directly with these customers to ensure each incident is resolved in a timely and satisfactory manner.
Principle Duties and Responsibilities
- Initiate and maintain accurate service records for all qualifying incidents.
- Create service part orders (SPO’s) and chargeable service parts orders (CSP’s)
- 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 issues and/or product information.
- Regularly conducting Virtual Remote Assistant sessions (VRA).
- Maintain frequent communication with customers, sales representatives, and our business partners to keep them informed of the progress of each claim.
- Ensure a timely and satisfactory resolution for all incidents of customer dissatisfaction that have been reported.
- Communicate and collaborate with different business channels to provide customer with timely satisfaction.
- Maintain a thorough understanding of the Home Center Customer Channels
- Develop and maintain relationships with the appropriate JW call center contacts and key home center personnel.
- Become familiar with all procedures relating to the Home Center business (i.e. shipping to store locations, chargeable service to THD)
- Work directly with the JELD-WEN sales team, as necessary.
- Other duties may be assigned
