Warranty Coordinator

Jeld-Wen-posted about 1 year ago
$39,707 - $66,102/Yr
Full-time • Entry Level
Remote • Garland, TX
Wood Product Manufacturing
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The Warranty Coordinator at JELD-WEN is responsible for managing warranty claims and ensuring customer satisfaction by serving as the primary point of contact for Home Center partners. This remote position involves maintaining service records, scheduling dispatches, and troubleshooting service-related issues to provide exceptional after-sales service.

  • Acknowledge receipt of all claims received and email upon receipt.
  • Initiate and maintain accurate service records for all qualifying incidents.
  • Create service part orders (SPOs) and chargeable service part orders (CSPs).
  • Create field service dispatches as needed.
  • Schedule dispatches and inform customer of appointment dates.
  • Generate and provide customers with quotes for chargeable services.
  • Troubleshoot and advise customers on service-related issues and/or product information.
  • Maintain frequent communication with customers, sales representatives, and business partners to keep them informed of the progress of each claim.
  • Ensure a timely and satisfactory resolution for all incidents of customer dissatisfaction that have been reported.
  • Maintain a thorough understanding of the Home Center Customer Channels.
  • Develop and maintain relationships with the appropriate JELD-WEN call center contacts and key home center personnel.
  • Become familiar with all procedures relating to the Home Center business.
  • Work directly with the JELD-WEN sales team, as necessary.
  • Bachelor's degree (years of experience will be considered).
  • A minimum of 3-5 years related experience and/or training in warranty claims.
  • 2-3 years customer service experience with demonstrated knowledge of JELD-WEN products or systems preferred.
  • Titan, Doclink, or SAP experience a plus.
  • Intermediate skill in Microsoft Office applications.
  • Ability to handle escalated customer service situations.
  • Ability to manage escalations and resolve problems in a timely manner.
  • Demonstrated track record of working in a fast-paced environment.
  • Ability to quickly learn new software, systems, or processes.
  • Strong communication skills (verbal and written).
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Basic life insurance
  • Vacation leave (up to 15 days annually)
  • Paid holidays (10 per year)
  • 401k Retirement Savings Plan
  • Prescription Drug Plan
  • Flexible Spending Account (FSA)
  • Health Reimbursement Account (HRA)
  • Employee Assistance Program (EAP)
  • Tuition Reimbursement
  • Employee Discount Program
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