Warranty Specialist

Jeld-Wen Inc.•Statesville, NC

1d•Onsite

About The Position

The Warranty Specialist position is responsible for customer satisfaction in the management of warranty and service. This role involves understanding customer requirements, communicating commitments, and working closely with customers, the outside sales team, and field service technicians to satisfy customer requests promptly. The specialist will also make independent decisions to satisfy customer needs, such as contracting third-party subcontractors, ordering specialty equipment, handling local jurisdictions (permits), and hiring temporary labor. Additionally, the role includes receiving, editing, inputting, and confirming customer orders and quotations using the company ERP, creating and distributing change order requests, processing credit card authorization forms, and scheduling work for service techs using various software platforms. Maintaining close relationships with jobsite professionals is crucial, acting as the communication link for all facets of service, including scheduling, production, delivery, and punch list completion. Other administrative functions as needed are also part of the responsibilities.

Requirements

High School Diploma/GED required.
Experience with database software, ability to quickly learn new software.
Minimum of 2 years of experience in a customer service role.
Deadline and detail oriented.
Ability to work under limited supervision.
Strong verbal and written communications skills.
Ability to diffuse difficult conversations.
Proven problem solving skills.
Highly proficient in Microsoft Office.
Proficient in basic data entry.
Works well in a team environment, with a diverse workforce.
Ability to perform several tasks concurrently with ease and professionalism.
Strong math skills.
Must be highly proficient in Microsoft Office including Outlook, Word, and Excel.
Understand the construction industry and have some technical window knowledge.

Nice To Haves

Associate's degree preferred or 5 years of experience in construction industry or manufacturing.

Responsibilities

Follow established safety rules and actively participate in the company’s Accident Prevent Program.
Understand customer requirements and make commitments, considering VPI capacities. Communicate those commitments to the customer by email, phone, text message, etc.
Work closely with customers, the outside sales team and field service technicians to satisfy customer requests promptly.
Make independent decisions to satisfy customer needs, such as contracting third-party subcontractors, ordering specialty equipment, local jurisdictions (permits), and hiring temporary labor.
Receive, edit, input and confirm customer orders and quotations using the company ERP.
Create and distribute change order requests as needed. Process credit card authorization forms.
Schedule work to be performed by service techs using Cantor, Salesforce, SharePoint and Procore.
Maintain close relationships with jobsite professionals. You are the communication link related to all facets of a service, including scheduling, production, delivery, and punch lists completion.
Other administrative functions as needed.