Warranty Coordinator

Masco

1d•Remote

About The Position

Under general supervision, the Warranty Coordinator inputs, verifies, coordinates, and maintains warranty claim information in a database. This role is responsible for evaluating each claim to ensure its accuracy and validity. The Warranty Coordinator will respond to requests from dealers regarding warranty reconciliations, warranty terms, and basic troubleshooting on warranty component replacement/repairs. Other duties may be assigned as needed.

Requirements

At least two years’ related experience and/or training in a customer service environment; or equivalent combination of education and experience
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Compose professional correspondence.
Speak clearly and use proper phone etiquette.
Experience in MS Office and ability to use Warranty Database and Navision.
Accurate/fast alpha-numerical data entry skills and 10-key pad.
Attention to detail is required
Excellent English communication skills, both verbal and written.
Strong communication experience with international teams, including virtual collaboration tools, cross-time-zone and best communication practices.
Well-versed with remote working protocols/etiquettes
Ability to use a computer for 8.5 hours per day.
Ability to use MS Office applications (Outlook, MS Teams,Excel, Word, and PowerPoint)

Nice To Haves

Basic math skills include adding, subtracting, multiplying, and dividing into all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Demonstrated proficiency in Salesforce for managing day to day case handling, including creating, updating, and tracking cases; documenting detailed case notes; and maintaining accurate customer records. Skilled in using Salesforce tools to communicate effectively with internal teams and external customers, follow established workflows, and ensure timely and professional case resolution

Responsibilities

Responsible for responding to warranty inquiries via email promptly and professionally.
Investigate and resolve claim issues. Understands and follows established warranty policies and business practices in carrying out these duties to approve or reject claims successfully.
Using expertise in data mining and analysis to explore historical data and discover patterns to support the adequacy of returns and elevate any warranty claim-related issues that require management review/input.
Responsible for entering hard copy warranty claim information into the Warranty Database.