Warranty Specialist -Retail

Tangent Technologies, LLC•Aurora, IL

just now•Onsite

About The Position

The Warranty Specialist / Customer Service Representative supports Tangent’s Retail Sales department by managing warranty claims and return processes for key retail partners, including Costco and Walmart. This role serves as a primary point of contact for retail warranty issues, coordinating closely with internal warehouse and operations teams to ensure timely, accurate processing of returns and replacement shipments. The ideal candidate is detail-oriented, customer-focused, and comfortable working cross-functionally in a fast-paced, high-volume environment.

Requirements

Strong attention to detail and accuracy in data entry and documentation
Excellent written and verbal communication skills
Customer-focused mindset with the ability to handle issues professionally and empathetically
Ability to prioritize and manage multiple cases simultaneously
Strong collaboration skills and comfort working with warehouse and cross-functional teams
Proficiency in Microsoft Office (Outlook, Excel, Word); ERP or CRM experience preferred
High school diploma or equivalent required
2+ years of experience in customer service, warranty administration, order processing, or retail support preferred

Nice To Haves

Experience supporting large retail customers (e.g., Costco, Walmart, or similar mass merchants) is a plus

Responsibilities

Process warranty claims and customer returns for retail partners, primarily Costco and Walmart, in accordance with retailer-specific requirements and internal policies.
Review documentation, validate warranty eligibility, and ensure accurate data entry into internal systems.
Track warranty claims and returns from initiation through resolution, ensuring timely closure and proper documentation.
Serve as a customer service liaison for retail warranty issues, providing clear, professional communication to internal sales partners and external retail contacts as needed.
Respond to inquiries related to returns, replacements, shipping status, and warranty coverage.
Escalate complex or unresolved issues to Retail Sales or management as appropriate.
Partner closely with warehouse and operations teams to coordinate the picking, packing, and shipment of warranty replacement products.
Ensure returned products are routed correctly and replacement shipments are fulfilled accurately and on time.
Communicate shipment details, backorders, or delays to relevant stakeholders.
Maintain organized records of warranty claims, returns, and shipments to support reporting and audit needs.
Identify recurring issues or trends in warranty claims and share insights with Retail Sales and Quality teams.
Follow all internal controls, safety standards, and retailer compliance requirements.