Warranty & Claims Specialist

Pergolux • Waterbury, CT

3d

About The Position

As a Warranty & Claims Specialist, you will investigate and coordinate the end-to-end resolution of escalated product, warranty, and freight claims for the US market. The role combines practical technical assessment, careful documentation, cost-conscious resolutions, and cross-functional follow-through to deliver a strong after-sales experience.

At PERGOLUX, the work is guided by Integrity, Ambition, Innovation, Humility, Appreciation, and Unity. You will build product and component knowledge to support technical troubleshooting and exceptional cases within an agreed remit, and identify recurring claim patterns to recommend improvements.

Requirements

• Experience in product warranty administration, warranty claims, dealership warranty or parts operations, technical after-sales support, or closely related customer-claims work.
• Ability to accurately and consistently interpret warranty terms, product and technical information, photographs, and claim documentation.
• Strong analytical judgment, organization, documentation accuracy, and practical cost awareness when choosing or coordinating resolutions.
• Effective written and verbal communication and reliable collaboration with Customer Service, Logistics, Warehouse, and Product teams.
• Comfort with case-management or ERP/workflow tools and ability to learn Zendesk and Jira.
• High school diploma or equivalent.

Nice To Haves

• Experience with consumer durables, manufacturing, home improvement products, automotive warranty or parts desks, or freight claims.
• Experience with carrier recovery, spare-parts coordination, or product technical troubleshooting.

Responsibilities

• Review claims escalated by L1 Customer Service, assessing warranty coverage, supporting evidence, product issues, and resolution options under established policies.
• Investigate technical and product-related concerns, collaborating with Product Development or Quality Control when deeper analysis is needed and coordinating customer-facing updates with Customer Service.
• Prepare, submit, and follow up on freight claims with AIT and other approved logistics partners; document recoveries, claim costs, and opportunities to reduce avoidable expenses.
• Coordinate approved replacement parts, availability checks, warehouse fulfillment, and related inventory records to support accurate and timely resolutions.
• Maintain evidence, decisions, progress, and status updates in Zendesk, Jira, and applicable operational systems; flag exceptions and approvals outside assigned authority.
• Analyze recurring warranty and freight claim patterns and share actionable recommendations for product, quality, logistics, and process improvements.
• Build practical product and component knowledge to support technical troubleshooting and exceptional cases within an agreed remit.

Benefits

• Health insurance.
• Retirement Plan.
• Vacation and sick days.
• A vibrant, international work environment built on collaboration and creativity.
• Growth opportunities in a fast-scaling e-commerce company.
• Regular team events, summer parties, and after-work gatherings.
• Employee discounts on PERGOLUX products.
• Free drinks and snacks.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED