Customer Quality & Warranty Specialist

Superior Essex • Atlanta, GA

4d

About The Position

The Customer Quality & Warranty Specialist supports the administration of customer claims, returns (RMAs), credits, warranty programs, and ISO and TL 9000 quality systems. The role works alongside the Manager and is intended to develop into expanded responsibilities, including claim settlement and legal liaison. The Specialist also serves as a business subject matter expert for claims, inventory, and reporting in a new ERP implementation and processes department purchase orders in MX Open as requested.

Requirements

• Excellent oral and written communication skills.
• Strong attention to detail and organization in maintaining records and documentation.
• Ability to apply logical thinking and sound judgment when solving problems and working with customers.
• Professional approach when working with customers, Legal, Finance, and plant personnel.
• Significant transactional and research experience in MX Open ERP or an equivalent system.
• Bachelor’s degree in business, quality, operations, or a related field, or equivalent experience.
• 2 to 5 years of experience in customer service, inside sales, claims, order management, or quality.
• Proficiency with Microsoft Office, including Word and Excel, and enterprise ERP systems involving order, inventory, and reporting transactions.

Nice To Haves

• Working knowledge of ISO and TL 9000 quality system requirements.
• Experience in wire and cable or industrial manufacturing.
• Experience with claims, returns, credits, or warranty processes.
• Experience maintaining dashboards and reports.
• Progress toward ASQ Certified Quality Auditor (CQA) and Six Sigma Yellow Belt certification.

Responsibilities

• Review and classify customer complaints and claims, including product-related complaints, sales errors, price adjustments, stock rotations, freight issues, and other customer-satisfaction issues.
• Approve and administer Return Material Authorizations (RMAs) in accordance with company policies and procedures.
• Coordinate Engineering Services and Technical Complaints activities, including bi-weekly reports and meetings, customer communication and follow-up, and warranty and labor claim documentation and submissions.
• Manage warranty and labor claim documentation, including customer legal release letters and payments.
• Support Sales in managing the Stock Rotation Program and upload customer stock rotations for RMA processing.
• Process scrap credits according to company guidelines.
• Maintain the claims dashboard and prepare claims and warranty reports for management.
• Support manufacturing facilities’ ISO and TL 9000 registrations, including reviewing and updating Corporate Quality Procedures (CQPs) and the Quality Manual, maintaining related documents and procedures on the company internal website, and supporting internal audits.
• Manage customer warranty program terms and conditions, including extended and custom warranties.
• Review warranty submittals for accuracy and submit them to Engineering for approval; process warranty letters and certificates; and maintain warranty information in a document retention system.
• Communicate with Sales, representative firms, customers, and installation companies regarding documentation, additional information, approvals, and denials.
• Serve as the business subject matter expert for claims, inventory, and reporting in the new ERP implementation.
• Process department purchase orders in MX Open as requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level