Customer Quality & Warranty Specialist
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 position works alongside the Manager and is intended to develop toward expanded responsibility, including claim settlement and serving as a legal liaison. The role manages customer claims and Engineering Services and Technical Complaints activities; administers RMAs, warranty and labor claims, scrap credits, stock rotations, and warranty documentation; prepares claims and warranty reports; and supports Sales, customers, engineering, and manufacturing facilities. It also supports ISO and TL 9000 registrations through quality document maintenance and internal audit support, and serves as the business subject matter expert for claims, inventory, and reporting in a new ERP implementation.
Requirements
- Excellent oral and written communication skills.
- Strong attention to detail and organization when maintaining records and documentation.
- Ability to apply logical thinking to problem solving and exercise sound judgment with customers.
- Professional approach when working with customers, Legal, Finance, and plant personnel.
- Significant transactional and research experience in the MX Open ERP system 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.
- None required for licenses or certifications.
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.
- Progress toward ASQ Certified Quality Auditor (CQA) and Six Sigma Yellow Belt certification.
- Experience maintaining dashboards and reports.
Responsibilities
- Review and classify customer claims, including product complaints, sales errors, price adjustments, stock rotations, freight issues, and other customer-satisfaction errors.
- Approve and administer Return Material Authorizations (RMAs) in accordance with company policies and procedures.
- Manage Engineering Services and Technical Complaints activities, including coordinating bi-weekly reports and meetings and following up with customers.
- Document and submit warranty and labor claims, including customer legal release letters and payments.
- Support Sales in managing the Stock Rotation Program and upload submitted 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 and the Quality Manual, maintaining related internal website documents and procedures, 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 about 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.
