Warranty Coordinator
About The Position
The Warranty Coordinator will be responsible for reviewing, evaluating, and adjudicating warranty claims submitted through the global warranty portal. This role involves applying established warranty policies and guidelines to make accurate approval, denial, or escalation decisions, and processing replacement orders, credits, and returns. The coordinator will also communicate warranty decisions clearly and professionally to customers and dealers, respond to inquiries, and deliver a positive customer experience while enforcing company policies. Additionally, the role requires providing backup support for Customer Service and Dealer Support teams, maintaining accurate records, monitoring warranty trends, and recommending process improvements. This position plays a key role in ensuring efficient warranty processing and contributing to the overall customer and dealer experience.
Requirements
- 2+ years of experience in warranty administration, claims processing, customer service, order management, dealer support, or related operational support roles
- Experience working with portals, CRM, ERP, or order processing systems
- Strong analytical and decision-making skills with attention to detail
- Excellent written and verbal communication skills
- Ability to work independently in a global, fast-paced environment
- Customer-centric mindset balanced with policy enforcement
- Strong organizational and time-management skills
- Problem-solving and critical thinking
- Adaptability and willingness to be cross trained
- Ability to collaborate effectively across teams and regions
Nice To Haves
- Experience supporting dealers or distributor networks
- Exposure to global or multi-region customer support operations
- Experience supporting durable consumer goods, cookware, appliances, direct sales organizations, or manufacturing environments.
- Familiarity with warranty policies, returns, or replacement logistics.
Responsibilities
- Review, evaluate, and adjudicate warranty claims submitted through the global warranty portal.
- Apply established warranty policies and guidelines to make accurate approval, denial, or escalation decisions.
- Request, review, and validate supporting documentation when necessary.
- Process replacement orders, credits, and returns accurately within internal systems.
- Resolve warranty claims promptly while meeting established service level expectations.
- Communicate warranty decisions clearly, professionally, and consistently with customers and dealers.
- Respond to inquiries regarding claim status, warranty eligibility, and next steps.
- Deliver a positive customer experience while consistently enforcing company warranty policies.
- Provide backup support for Customer Service and Dealer Support teams as business needs require.
- Assist with order inquiries, issue resolution, and product or policy questions.
- Support peak workloads and team coverage to ensure uninterrupted service.
- Maintain accurate and complete warranty records and documentation.
- Monitor warranty trends, recurring product issues, and process gaps, escalating concerns when appropriate.
- Recommend and support improvements to warranty processes, documentation, and training materials.
- Partner with Quality, Supply Chain, Product Management, and Customer Service to improve the overall warranty experience.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
