Warranty Repair Call Center Representative I

Pelican•Torrance, CA

1d•Onsite

About The Position

At Pelican, we engineer products that stand up to the world’s toughest conditions—because the people who rely on us do too. For nearly 50 years, we’ve been a trusted partner for military personnel, first responders, outdoor adventurers, and innovators who push the limits. With a global presence that includes 11 offices, 4 manufacturing facilities, and 4 custom case centers, we create high-performance protective solutions that ensure our customers can focus on what matters most. Whether it’s transporting critical medical supplies, securing mission-essential equipment, or keeping expedition gear safe, Pelican products are Built to Protect to Equip for the Mission. At Pelican, your work has a real-world impact. You’ll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn’t an option. If you’re ready to build something that makes a difference, be part of a team that protects what matters most. What You'll Do: Support customers by handling warranty inquiries, resolving issues, and ensuring a positive service experience. Answer incoming calls from customers and guide them through the warranty claim process. Provide solutions by answering questions or routing calls to the appropriate department. Process warranty tickets through Salesforce for replacement parts, field destruction requests, and general inquiries. Process replacement part orders through SAP. Create and manage Return Material Authorizations (RMAs) in SAP. Document product complaints in Salesforce for Quality review and follow-up. Ensure a high level of customer satisfaction through clear communication and timely resolution. Maintain accurate records of customer interactions and transactions. Follow company policies, procedures, and safety guidelines. Perform additional duties as assigned.

Requirements

High School Diploma or equivalent required.
1–2 years of customer service or call center experience.
Proficiency with Microsoft Office, especially Excel and Word.
Basic understanding of ERP or EDI systems is preferred.
Strong written and verbal communication skills.
Ability to problem-solve and take initiative.
Strong attention to detail and organizational skills.
Ability to manage multiple tasks in a fast-paced environment.
Ability to provide excellent customer service and follow through on requests.

Nice To Haves

Bilingual in Spanish is a plus.
Associate degree in Business or related field is a plus.

Responsibilities

Support customers by handling warranty inquiries, resolving issues, and ensuring a positive service experience.
Answer incoming calls from customers and guide them through the warranty claim process.
Provide solutions by answering questions or routing calls to the appropriate department.
Process warranty tickets through Salesforce for replacement parts, field destruction requests, and general inquiries.
Process replacement part orders through SAP.
Create and manage Return Material Authorizations (RMAs) in SAP.
Document product complaints in Salesforce for Quality review and follow-up.
Ensure a high level of customer satisfaction through clear communication and timely resolution.
Maintain accurate records of customer interactions and transactions.
Follow company policies, procedures, and safety guidelines.
Perform additional duties as assigned.

Benefits

Competitive paid time off plans/Holiday pay/extra vacation purchase opportunities
401k plan – with immediate match
Great Benefits – several options including Pet insurance for our animal lovers.
Health Savings Account Contribution
Wellness Discount Program
Global Mental Wellness Program
Quarterly Employee Celebration Days
Peer to Peer Recognition Program
Service Recognition Program
Exceptional Employee Satisfaction Scores
Ample free parking with EV Charging Station
Amazing employee discount program on Pelican Products, Pelican branded apparel and gear
Employee referral program – get paid to work with your trusted network.
Prime location – minutes away from the beach!
Established reputable brand offering premium products – you’ll be proud to represent Pelican!
And more…