Warranty Coordinator

Carlisle•Carlisle, PA

4d•Onsite

About The Position

The Warranty Coordinator supports Carlisle's commitment to quality and customer care by managing leak report processes for existing Carlisle-warranted roofing projects. This role partners closely with Building Owners, Architects, Roofing Consultants, Owner Representatives, and Approved Carlisle Applicators to ensure warranty claims are handled accurately, efficiently, and with professionalism. Key responsibilities include coordinating service requests during the two-year responsibility period, issuing purchase orders, supporting field service coordination, and completing related administrative tasks such as invoice processing and recordkeeping. This position is well suited for someone who enjoys problem-solving, collaboration, and delivering a positive customer experience in a fast-paced environment.

Requirements

High school diploma or equivalent
Basic mathematics and recordkeeping
Professional phone etiquette and written communication
General office procedures and systems
Customer service and relationship-building
Organization, prioritization, and attention to detail
Problem-solving and conflict resolution
Clear written and verbal communication
Ability to work independently and collaboratively
Comfort navigating multiple tasks in a time-sensitive environment
Active listening and empathy
Strong comprehension and communication skills
Responsiveness and follow-through
Ability to adapt to changing priorities
Ability to sit or stand for extended periods
Ability to use standard office equipment
Occasional lifting of light office materials

Nice To Haves

Administrative, customer service, or coordination experience
Experience in construction, manufacturing, warranty services, or a related industry
Familiarity with technical or industry terminology (roofing experience a plus, not required)

Responsibilities

Receive and process incoming warranty leak requests from Building Owners, Architects, and Applicators.
Verify ownership details, contact information, and warranty status; initiate claims in the Carlisle Warranty System (CWS).
Communicate clearly and respectfully when claims are non-warranted or outside coverage.
Recognize issues requiring escalation and collaborate with internal teams as appropriate.
Serve as a point of contact via phone, toll-free ACD lines, and shared inboxes.
Build positive working relationships with internal and external partners through timely follow-up and clear communication.
Support Strategic Account customers by compiling Owner Work Order Instructions and linking them to Carlisle purchase orders.
Assign repairs within customer work order systems and conduct follow-up communication.
Review incoming invoices for completeness and enter approved, coded invoices for payment.
Order materials for larger or more complex repairs.
Assist with mail distribution and general administrative tasks.
Support basic reporting related to roofer performance, turnaround time, and repeat leak activity.
Assist with training new team members on systems and processes.
Perform other duties as assigned to support team and business needs.