Highland Cabinetry, Inc. is looking for a skilled Warranty Specialist who is able to provide our customers with easy and flawless warranty experience. The Warranty Specialist will be customer-facing to help resolve any order issues related to damage or missing materials. This candidate should be comfortable with handling customer complaints and possible stressful situations with ease while also maintaining good customer experience.
Position Requirements
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Respond to all incoming warranty requests by following standard procedures set within 48 hours of initial claim.
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Deal with the customer and subcontractors on a daily basis to ensure that the customer's concerns are addressed in a timely and professional manner.
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Trouble-shoot cabinet-related issues, explain details of the warranty, and coordinate schedules of parties involved.
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Confirm all claims and the responsible party for any damage incurred.
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Communicate with Warranty Agent/Runner on materials and products needed for pick-up.
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Occasionally pull products & materials from the warehouse.
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Create Sales Orders and Credits for all approved claims within ERP system.
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Maintain detailed Warranty Report.
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Document all warranty-related communication.
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Follow-up communications with customer post warranty claim to ensure all issues have been resolved.
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Communicate with the customer’s assigned Account Manager and Quality Assurance Director on all issues and resolutions.
Technical & Practical Skills Expectations
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Proficient in Microsoft Word, Excel, and Outlook.
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Intermediate to Advanced PC skills
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Expert in Customer Service & Communication.
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Strong organizational and time-management skills; able to multi-task
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Excellent verbal and written communication skills.
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Possess a professional attitude to represent the company in a positive manner.
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Exemplary record of attendance and punctuality.
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Positive attitude.
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Preferred: Oracle NetSuite ERP System Experience.