Warranty Support Rep.

Fabuwood Cabinetry Corp•Newark, NJ

11d•Onsite

About The Position

The Warranty Support Representative is responsible for managing customer claims efficiently, ensuring accurate documentation, and maintaining strong communication between customers, internal departments, and production teams. This individual will be the key liaison for processing, investigating, and resolving replacement requests (RMAs) in a professional and timely manner.

Requirements

Strong attention to detail and organizational skills.
Excellent communication and interpersonal abilities.
Ability to analyze information objectively and make fair, informed decisions.
Problem-solving mindset with strong investigative and follow-up skills.
Proficiency in data entry and working with ERP or order management systems.
Customer service–oriented with the ability to maintain professionalism in all interactions.
Team player with the ability to collaborate across departments.
Ability to multitask and prioritize in a fast-paced environment.

Responsibilities

Process customer claims (RMAs) and ensure all documentation is accurate and complete.
Enter replacement orders into the system, ensuring alignment between claim details and new orders issued.
Review and determine claim outcomes — approve or deny RMAs based on investigation and supporting evidence.
Conduct thorough investigations on claims using pictures, videos, and documentation to determine fault (Fabuwood vs. customer).
Identify root cause and, when applicable, determine which internal department is responsible for the issue.
Communicate professionally and clearly with customers regarding claim status, next steps, or clarifications.
Collaborate with shop personnel and internal teams to gather necessary details and resolve issues efficiently.
Maintain accurate and up-to-date claim records within the company’s systems.
Ensure adherence to company policies, timelines, and quality standards in all RMA processes.