Parts & Warranty Specialist

Legend Manufacturing•Alma, MI

About The Position

The Parts and Warranty Specialist handles parts and warranty matters while providing a positive customer experience to dealers and walk-in customers. For parts, the role responds to dealer and customer inquiries, proactively engages dealers about their parts needs, identifies appropriate parts, and fulfills orders. For warranty, the role responds to customer calls and emails, reviews claims to determine appropriate actions, processes claims from beginning to end in a timely manner, and supports efficient resolution.

Requirements

Experience providing customer service.
Ability to multitask and meet deadlines.
Ability to work independently.
Willingness to learn about different product types to provide timely customer service.
Strong written and verbal communication skills.
Proficiency with Microsoft Office Suite or related software.
Must be able to lift 50 lbs.

Responsibilities

Assist customers in selecting parts based on their needs and specifications.
Provide parts pricing, availability, and delivery estimates.
Process customer orders by phone, email, or online platforms.
Handle customer inquiries, complaints, and returns.
Build and maintain customer relationships to encourage repeat business.
Enter and track sales orders using ERP or inventory management software.
Coordinate with warehouse or supply chain teams to support timely order fulfillment.
Manage back orders and communicate delays to customers.
Upsell and cross-sell products or services to meet customer needs.
Promote special offers, discounts, and new product launches.
Assist in developing and executing sales strategies to increase revenue.
Receive, review, and process customer warranty claims.
Verify warranty eligibility according to company policies.
Maintain accurate records of claims, product issues, and resolutions.
Respond to customer inquiries about warranty coverage and claim status.
Coordinate product returns, inspections, or replacements with customers.
Provide service intended to ensure customer satisfaction.
Work with quality engineers and production teams to analyze warranty claims.