Parts & Warranty Specialist

Restaurant Supply, LLC; Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

Restaurant Supply, LLC in Manila, Philippines, is seeking a Parts & Warranty Specialist to manage service parts requests and warranty claims from submission to resolution. You will coordinate with service providers, technicians, vendors, and internal teams, track parts availability and ETAs, and maintain thorough documentation while meeting turnaround targets.

This role requires strong communication, multi-tasking, and proactive follow-up in a fast-paced environment.

Qualifications

• 2–3 years of ecommerce experience, preferably with technical products; OR 5+ years in customer service or technical support in a BPO.
• Experience coordinating parts, warranty claims, and spare parts with vendors and service providers.
• Strong written and verbal communication; comfortable working with CRM/ERP, MS Office, and Google Workspace.

Responsibilities

• Manage service parts requests and warranty claims from submission through resolution.
• Review and process warranty claims accurately within established turnaround times.
• Coordinate with service companies, technicians, vendors, suppliers, and internal teams.
• Identify required parts, coordinate availability, ordering and delivery.
• Track parts orders, shipment status, and ETAs; follow up on delays and responses.
• Provide technical and product-related support for parts and warranty inquiries.
• Maintain complete records of parts orders, warranty claims, and customer communications.
• Communicate claim status and updates to customers and internal teams.
• Manage multiple cases with deadlines while maintaining accuracy.

Skills

Parts coordination

Warranty processing

Customer service

Tools

CRM/ERP systems

MS Office

Google Workspace

Job description

Our mission is to help customers save time and money when purchasing commercial kitchen equipment and supplies by providing a customer-centric shopping experience and leveraging our industry buying power.

About the Role

We are looking for a Parts & Warranty Specialist to support our growing volume of service parts requests and warranty claims.

In this role, you will manage cases from submission through resolution, coordinate with service companies, technicians, vendors, suppliers, and internal teams, and ensure customers receive accurate updates on claims, parts availability, and estimated delivery dates.

This is a highly organized, follow-through-focused role where success depends on being able to manage multiple cases simultaneously, proactively follow up on outstanding issues, and maintain accurate documentation.

What You'll Do

• Manage service parts requests and warranty claims from submission through resolution.
• Review and process warranty claims accurately and within established turnaround times.
• Coordinate with service companies, technicians, vendors, and suppliers to resolve equipment issues.
• Identify required parts and coordinate availability, ordering, and delivery.
• Track parts orders, shipment status, and estimated arrival dates (ETAs).
• Follow up proactively on delayed parts, claims, vendor responses, and other outstanding cases.
• Provide technical and product-related support for parts and warranty inquiries.
• Communicate claim status, service updates, parts availability, and ETAs to customers and internal teams.
• Maintain complete and accurate records of parts orders, warranty claims, service activities, and customer communications.
• Manage multiple cases and deadlines while maintaining accuracy and timely follow-through.

What We're Looking For

• 2–3 years of eCommerce experience, preferably involving technical products such as HVAC, electrical, plumbing, appliances, equipment, or similar products; OR 5+ years of customer service or technical support experience in a BPO environment.
• Experience with one or more of the following is preferred:
• Parts coordination
• Warranty claims processing
• Spare parts coordination
• Working with international or China-based suppliers
• Experience coordinating with vendors, suppliers, technicians, service providers, or other external partners.
• Experience handling a high volume of customer or service cases while meeting turnaround targets.
• Familiarity with CRM and ERP systems.
• Proficiency with Microsoft Office and Google Workspace.
• Strong written and verbal communication skills.
• Excellent organization, attention to detail, and follow-through.
• Ability to independently prioritize multiple cases, deadlines, and follow-ups.
• Proactive, customer-focused, and comfortable solving problems in a fast-paced environment.

What Success Looks Like

• Parts requests and warranty claims are processed accurately and within agreed turnaround times.
• Outstanding cases are proactively followed up until resolution.
• Customers and internal teams receive timely and accurate updates.
• Parts availability and delivery timelines are clearly tracked.
• Documentation remains complete and accurate.
• High case volumes are managed without sacrificing accuracy or follow-through.

Why Join Us?

We believe that what you do and where you work matters. We foster a collaborative and professional environment where you can grow, build meaningful relationships, and see the direct impact of your contributions on our shared success.