Associate Warranty Specialist (49121)

Kolpak•Parsons, TN

5d•Onsite

About The Position

We are Kolpak! We design, manufacture and supply best-in-class commercial walk-in coolers, freezers, and refrigeration equipment for the global foodservice market. We empower you to grow with us. We recognize you and reward you. We win together as one team. As Associate Warranty Specialist, you will under close supervision be responsible for providing warranty management services to customers ensuring claims are promptly processed consistent with established Warranty guidelines, contracts, and coverages. Analyzes and interprets labor/part claims for legitimacy and coding accuracy. Escalates or redirects issues to appropriate functions or staff. Approves and processes claims up to a dollar amount specified by direct management. The Associate Warranty Specialist is the entry-level position in the job family and requires basic interpersonal skills and an aptitude to learn and apply established processes and procedures. Problems are typically routine. Reporting directly to the Senior Director of Service, this position is based in Parsons, Tennessee.

Requirements

High school diploma or equivalent with a minimum of 1 year experience in customer service or technical service experience
Familiar with MS Office applications; ability to operate all related equipment for the role.
Customer oriented; capable of effectively dealing with all levels of internal and external contacts
Effective communications and interpersonal skills
Basic planning and problem solving/analytical skills
Able to function in a fast-paced environment coping with frequent changes, delays or unexpected events
Must be able to sit for long periods of time; must be able to lift 25 pounds
Typical office environment; Ability to wear all Personal Protective Equipment (P.P.E.) required.

Responsibilities

Provide field service support through timely and accurate processing of claims (installations, PM's, labor, parts, and product improvements).
Manage work in process (WIP) levels to agreed KPIs including accurate speed of claim data entry consistent with policy and procedures.
Respond to customer inquiries through email, written, or phone in a timely mainly.
Complete other related assigned tasks.
Develops and implements strategies and best practices for customer relationship management and retention.
Collects and analyzes customer feedback in order to guide the continuous improvement of customer care services.
Responds to customer issues in a way that promotes issue resolution and customer retention.
Provides routine account servicing including account set-up and activation services maintaining customer account data/contact information in order to facilitate future contact.
Contacts distributors, service companies, customers or appropriate management as required to clarify or obtain needed information to analyze claims.
Completes phone audits with customers regarding their service experience.
Participates in process improvements, as needed.