Customer Service and Warranty Specialist

Parker Boats•Beaufort, NC

8d•Onsite

About The Position

The Customer Service and Warranty Specialist is responsible for delivering exceptional support to Parker Offshore customers and dealers by managing warranty claims, resolving product and service concerns, and ensuring a positive ownership experience. This role serves as a critical liaison between customers, dealers, and internal departments to facilitate timely issue resolution, maintain warranty compliance, and support Parker Offshore’s commitment to quality, reliability, and customer satisfaction. The position also contributes to continuous improvement efforts by identifying trends, providing feedback on product performance, and helping enhance the customer experience.

Requirements

Exceptional customer service skills with the ability to build positive relationships with customers, dealers, and internal stakeholders
Strong verbal and written communication skills, including the ability to explain technical information in a clear and professional manner
Excellent problem solving and conflict resolution abilities with a customer-focused approach
Strong organizational and time management skills with the ability to manage multiple priorities and meet deadlines
High level of attention to detail and accuracy when reviewing warranty claims, documentation, and customer records
Ability to analyze information, identify root causes of issues, and recommend appropriate solutions
Occasional travel may be required for dealer support, training, or industry events
Associate degree or equivalent combination of education and experience
Minimum of two (2) years of experience in customer service, warranty administration, service coordination, or a related field
Proficiency in Microsoft Office

Nice To Haves

Experience in the marine, boating, RV, automotive, manufacturing, or related industries
Knowledge of warranty claims administration and customer support processes
Experience with ERP, CRM, or warranty management systems
Understanding of marine systems, boat construction, and boating operations

Responsibilities

Serve as the primary contact for customers and dealers regarding product questions, service concerns, and warranty-related inquiries
Respond to customer communications via phone, email, and other communication channels in a professional and timely manner
Document customer interactions and maintain accurate records within company systems
Resolve customer concerns while maintaining a positive customer experience and protecting company interests
Escalate complex issues to appropriate departments when necessary
Follow up with customers and dealers to ensure satisfactory resolution of issues
Receive, review, and process warranty claims submitted by dealers and authorized service providers
Verify warranty eligibility and ensure claims comply with company policies and procedures
Investigate warranty concerns and coordinate with production, engineering, quality, and service teams to determine appropriate resolutions
Support product recalls, service campaigns and customer notifications as needed
Track warranty trends and report recurring issues to management
Authorize warranty repairs and replacement parts within established guidelines
Maintain accurate warranty records, reports, and supporting documentation
Assist in developing and improving warranty policies, procedures, and communications with dealers and internal personnel