Warranty Coordinator

Carlisle Construction Materials•Carlisle, PA

5d•Onsite

About The Position

The Warranty Coordinator plays a critical role in delivering an exceptional customer experience by managing warranty leak claims on existing Carlisle-warranted roofing systems. This position serves as a primary point of contact for Building Owners, Architects, Roofing Consultants, and Approved Carlisle Applicators, ensuring claims are processed accurately, efficiently, and with a high level of professionalism. The ideal candidate is highly organized, customer-focused, and comfortable managing multiple priorities in a fast-paced environment.

Requirements

Basic math, geography, and filing procedures
Professional phone etiquette and written communication
Roofing industry terminology, warranty processes, and minor repair procedures
Company systems, programs, and workflows
Customer service and conflict resolution
Problem solving and analytical thinking
Organization, prioritization, and multitasking
Negotiation, rapport-building, and collaboration
Stress tolerance and adaptability in time-sensitive situations
Strong verbal and written communication
Active listening and empathy
Attention to detail and responsiveness
Ability to manage multiple tasks with accuracy and urgency
High school diploma or equivalent required
3–5 years of administrative or customer service experience

Responsibilities

Receive and process incoming warranty leak requests from Building Owners, Architects, and Applicators.
Verify warranty coverage, ownership details, and project information; initiate claims in the Carlisle Warranty System (CWS).
Clearly communicate warranty status, coverage determinations, and next steps to customers and applicators.
Identify issues requiring escalation and collaborate with Warranty Services Project Managers and Field Service Representatives as needed.
Serve as a professional point of contact via phone, shared inboxes, and toll-free ACD lines.
Build rapport with internal and external stakeholders while resolving issues with empathy and urgency.
Conduct follow-up calls related to roofer performance, turnaround time, and repeat leak activity.
Issue purchase orders and manage follow-up for projects within the two-year responsibility period.
Review invoices for accuracy and completeness; perform data entry and p-coding after approval.
Order materials for large or complex repairs.
Assist with mail distribution and general administrative support as needed.
Perform account management duties for Strategic Account customers.
Compile Owner Work Order Instructions and link them to Carlisle purchase orders.
Assign repairs within owner work order systems and conduct follow-up communication.
Train new employees on roofing systems, warranty processes, and internal tools.
Support basic reporting and contribute to continuous improvement initiatives within Warranty Services.