Customer Care Coordinator - Product & Warranty Support

PwrQ Holdings LLC; Minneapolis (MN); Sur place; USD 42 000 - 62 000; Plein temps

Résumé du poste

PwrQ Holdings LLC is seeking a Customer Care Specialist in Minnesota to support customer-reported product, warranty, and service cases. The role emphasizes timely intake, accurate documentation, and coordinated follow-up across product lines.

Responsibilities include case creation, data validation, escalation for safety or critical indicators, and ongoing administrative support. A 4-year degree and 2+ years in related functions are preferred.

Qualifications

• Two or more years of experience in customer service, service coordination, warranty administration, order management, or related function.
• Industrial equipment, electrical equipment, manufacturing, or field-service experience preferred.
• Ability to learn power-distribution equipment terminology and product identification, gather technical information accurately, and recognize escalation indicators without diagnosing complex failures.
• Experience with CRM, ERP, case-management, or service-management platforms; Salesforce Service Cloud preferred.
• Proficiency with Outlook, Teams, Excel and related applications.
• Professional customer communication, organization, follow-through, attention to detail, and ability to support multiple concurrent cases and product-line teams.

Responsabilités

• Customer Intake & Acknowledgment: Receive requests, acknowledge receipt, set expectations, and create the case in the approved system.
• Case Documentation & Data Validation: Capture contacts, site details, equipment info, serials, order data, symptoms, and photos.
• Initial Classification & Routing: Apply criteria; escalate safety, unit-down, and critical indicators to Lead and technical resource.
• Warranty Information Gathering: Collect history, shipment records, contract info, and needed docs for entitlement evaluation.
• Communication & Administrative Coordination: Provide acknowledgments and updates; coordinate meetings and reports.
• Action Tracking & Follow-Up: Track actions and responses; follow up without owning resolution.
• Case Record Quality & Closure Support: Maintain records and assemble closure materials for review.
• Shared Product-Line Support: Coordinate across Leads and Engineers as workload requires.

Connaissances

Customer communication

Organization

Attention to detail

Multi-tasking

Process discipline

Formation

4 year degree

Outils

Salesforce Service Cloud

Microsoft Outlook

Microsoft Teams

Excel

ERP systems

Description du poste

PwrQ Holdings LLC is seeking a Customer Care Specialist in Minnesota to support customer-reported product, warranty, and service cases. The role emphasizes timely intake, accurate documentation, and coordinated follow-up across product lines.

Responsibilities include case creation, data validation, escalation for safety or critical indicators, and ongoing administrative support. A 4-year degree and 2+ years in related functions are preferred.