Warranty Specialist

DREXEL BUILDING SUPPLY INC•Campbellsport, WI

6h•Onsite

About The Position

The Drexel Way: We don’t just sell lumber; we Supply. Happiness. Drexel is Team Member-owned and community-driven. With six retail hubs and three manufacturing plants across Wisconsin, we’ve been a Top Workplace every year since 2011. Why? Because we hire for heart and train for skill. When you join Team Blue, you aren't just a team member—you’re an owner. The Mission: As our Warranty Specialist, you are the vital link between our clients and their product solutions. You are dynamic, highly organized, and process-focused. Instead of just filling out a calendar, your primary focus is to analyze, order, and manage service parts for both window and millwork warranty claims. You will spend your days navigating customer interactions, tracking complex manufacturer specs, and coordinating field tech arrivals. This role requires an analytical mind that thrives on multitasking, a calm demeanor during difficult homeowner conversations, and precise communication across multiple departments to deliver timely, accurate service.

Requirements

High organization
Superb multitasking skills
Exceptional, clear communication abilities
An innate ability to problem-solve, troubleshoot structural part nuances, and stay ahead of moving pieces.
Adaptable & Resilient: Open to continuous feedback, rapid changes, and capable of gracefully turning a tough customer conversation into a positive experience.
Tech Comfortable: Savvy with computers, scheduling databases, and managing heavy workflows via email/text.
A collaborative, positive, and enthusiastic "Team Blue" attitude.

Responsibilities

Analyze & Order Parts: Review product failures, identify matching window and millwork specs, and order exact replacement service parts under warranty guidelines.
Manage the Customer Experience: Actively handle customer interactions across phone, text, and email. Calmer-than-calmly guide homeowners (who may be stressed over issues in their homes) through the resolution process.
Coordinate & Schedule Field Techs: Efficiently organize, adjust, and optimize daily schedules for service technicians to ensure timely job site visits.
Maintain Operational Flow: Add, cancel, or modify service requests within company scheduling software and create labor purchase orders to pay subcontractors accurately.
Optimize Logistics: Group and combine product deliveries and service trips to optimize field efficiency and eliminate unnecessary trips to job sites.