Warranty Coordinator

LaundryLux•Inwood, NY

5d•$21 - $28•Onsite

About The Position

As a LaundryLux Warranty Coordinator, you will provide customer support by phone and email including scheduling services, performing parts research, and data entry requirements within a customer support Call Center environment. Laundrylux is the North American supplier of Electrolux Professional & Wascomat equipment for Laundromats, Coin Laundries & On-Premises Laundries. From financing to repairs, Laundrylux provides a comprehensive set of services to help with all elements of commercial laundry.

Requirements

Data entry experience within an ERP system
Experience with MS Excel, MS Teams, and MS Word
Possess exceptional verbal and written communication skills.
Organized, focused and detailed-oriented with the ability to multi-task and manage time well.
Excellent judgment and decision-making ability.
Able to work with tight turnarounds and deadlines.
Demonstrated ability to prioritize multiple tasks in a manner that supports client needs.
Analytical problem-solving skills
Great attitude and display personal/professional motivation.
Team player & adaptable
High School Diploma required
3 – 5 years of experience in the areas of technical support and customer service

Nice To Haves

bachelor’s degree preferred
Technical Call Center experience a plus

Responsibilities

Process warranty cases and sales orders from internal sales team, technical care, and Service teams, owners of Laundrylux Equipment, and Distributors and third-party service providers.
Provide support via phone, email or other methods addressing related warranty processing including providing/interpreting part numbers and timely processing of warranty orders and claims.
Provide technical documentation and other machine information to customers.
Confirm part numbers using exploded assemblies and parts catalogs, ensuring that the requested part is correct to resolve the issue based on the technical information given.
Assist customers with trouble shooting procedures and information collection.
Process cases to create Return Material Authorizations (RMA) as needed.
Complete RMA request form, including all parts information, weights, and the dimensions of each package as required for Electrolux Professional to generate a return label.
Data entry duties related to case creation, warranty parts, warranty equipment orders and RMA orders within Epicor EPR System.
Write reports regarding part failures for submission to Electrolux Professional and maintain the spreadsheet of parts to be shipped to Electrolux.
Attend weekly Quality Control meetings with Electrolux Professionals, engineering, and Tech Care teams.
Generate commercial invoices for any Warranty parts shipping outside the US.
View Sales Fulfillment Workbench and update ship dates of back ordered parts weekly.
Assist in the development, maintenance, and upkeep of the Service Provider Map tracking 3rd party service providers.
Create new customer accounts as needed.
Dispatch & follow up on service requests for customers who have product failures for Semi-Pro Equipment within the labor warranty period.
Register new equipment into Epicor system.
Perform other duties/projects as assigned.