Warranty and Returns Specialist

Bosch Group•Londonderry, NH

About The Position

The Warranty and Returns Specialist is responsible for data entry, clarifying warranty information and returns policies, reviewing and approving warranty and return claims, handling and resolving customer escalations, and supporting continuous improvement initiatives. The Warranty and Returns Specialist also provide Tier 2 Customer Service to consumer and business customers for Bosch Home Comfort in North America. This role contributes to shaping next generation customer support through automation, self-service, artificial intelligence, and multi-channel live agent support. Specialists will work closely with Quality and After Sales departments when reviewing quality issues & defective returns, and on Total Quality initiatives. Use advanced problem solving and communication skills to identify customer and team experience pain points, take care of immediate customer concerns, and participate in initiatives for continuous improvement. Assist Tier 1 Warranty and Returns with escalated requests for claim eligibility, credit and order status, and other inquiries as needed (phone, online, fax, letters). Monitor and administer claims from submission (automated and manual) to credit posting and/or receipt of shipment at customer address. Creates content and maintains training and work instruction documents in HCNA’s Docupedia and Master List repositories. Ensures Aftermarket Resource Center and Warranty at a Glance tool are updated with accurate warranty and product information. Participate in product launch projects and create Service Concepts for new product launches. Use data and other investigation tools to help drive initiatives to improve efficiency and accuracy for customer experience and team performance. Support opportunities to drive profitability through process improvement and direct sales opportunities. Develop specialized knowledge of Bosch Home Comfort products, services and/or systems. (Warranty Terms, Technical Knowledge, Quality Initiatives, Automation, SAP, Order Management, etc.) Adhere to program guidelines and processes for Call Quality and Order Accuracy. Provide training on warranty and returns policies and processes to internal stakeholders and external customers. Perform other duties and responsibilities as necessary.

Requirements

High school diploma or G.E.D
Minimum 5 years in a contact center, inside sales or account management customer support role.
Advanced computer skills, including navigating multiple open tabs, systems and processes
3+ years of experience with Microsoft Office (Word, Excel, Powerpoint) and experience using collaboration tools for remote work (Skype, Teams)

Nice To Haves

Bachelor’s degree in Business Management, Psychology, Communications, Marketing, or related field.
Subject matter expertise in Bosch HCNA Warranty and Returns with strong HVAC/Hydronic Heating industry experience.
Strong analytical, critical thinking, and problem-solving skills with the ability to develop effective solutions and alternative courses of action.
Self-motivated team player with a proactive mindset, capable of managing priorities, meeting deadlines, and driving continuous improvement.
Excellent verbal and written communication skills, demonstrating empathy, professionalism, and confidence.
Proficient in Bosch systems and tools, including SAP, Online Tools, BST, and FHP; adaptable and effective in changing environments.

Responsibilities

Data entry related to warranty and returns.
Clarifying warranty information and returns policies.
Reviewing and approving warranty and return claims.
Handling and resolving customer escalations.
Supporting continuous improvement initiatives.
Provide Tier 2 Customer Service to consumer and business customers for Bosch Home Comfort in North America.
Work closely with Quality and After Sales departments when reviewing quality issues & defective returns, and on Total Quality initiatives.
Identify customer and team experience pain points, take care of immediate customer concerns, and participate in initiatives for continuous improvement.
Assist Tier 1 Warranty and Returns with escalated requests for claim eligibility, credit and order status, and other inquiries as needed (phone, online, fax, letters).
Monitor and administer claims from submission (automated and manual) to credit posting and/or receipt of shipment at customer address.
Creates content and maintains training and work instruction documents in HCNA’s Docupedia and Master List repositories.
Ensures Aftermarket Resource Center and Warranty at a Glance tool are updated with accurate warranty and product information.
Participate in product launch projects and create Service Concepts for new product launches.
Use data and other investigation tools to help drive initiatives to improve efficiency and accuracy for customer experience and team performance.
Support opportunities to drive profitability through process improvement and direct sales opportunities.
Develop specialized knowledge of Bosch Home Comfort products, services and/or systems. (Warranty Terms, Technical Knowledge, Quality Initiatives, Automation, SAP, Order Management, etc.)
Adhere to program guidelines and processes for Call Quality and Order Accuracy.
Provide training on warranty and returns policies and processes to internal stakeholders and external customers.
Perform other duties and responsibilities as necessary.