Customer Care Product Warranty Claims Analyst

Westlake Royal Building Products; Lathrop (CA); On-site; USD 42,000 - 65,000; Full time

Job summary

Westlake Royal Building Products seeks a Customer Care Representative (Product Warranty Claims) to be the first point of contact for warranty inquiries for all Westlake Royal Roofing and Stone products. The role is based in Lathrop, CA and requires strong customer service skills and investigative abilities.

You will process credits, generate replacement orders, and coordinate with internal teams to resolve claims while ensuring compliance with warranty guidelines.

Qualifications

• Proficiency with Windows-based software is required, including Excel, Word, and PowerPoint.
• SAP knowledge preferred and Salesforce knowledge preferred.
• Strong communication skills, both verbal and written, are essential.
• Customer service background is required.
• Claims adjuster, processing, adjudication and resolution background preferred.
• Investigative or negotiation experience is required.
• Detail-oriented with strong organizational abilities.
• Able to multitask and manage multiple priorities.

Responsibilities

• Serve as first point of contact for warranty inquiries and claims for Westlake Royal Roofing and Stone products.
• Request credits and cheque requests; generate replacement orders for warranty claims.
• Provide product availability information and negotiate labor costs with customers.
• Address technical inquiries and escalate to level 2 when appropriate.
• Review warranty repair requests for compliance with guidelines and DOA Matrix.
• Investigate potential fraudulent claims and document findings.
• Liaise with plant QC departments and internal stakeholders to resolve claims.
• Maintain warranty data in the database and ensure timely updates.

Skills

Communication skills

Customer service

Investigative skills

Negotiation

Multitasking

Time management

Attention to detail

Decision making

Problem solving

Education

One-year certificate

Criminal Justice background

1-2 years claims handling

Tools

SAP

Salesforce

MS Office (Excel, Word, PowerPoint)

Job description

Summary

This unique Customer Care Representative (Product Warranty Claims) position will be the first point of contact for warranty inquiries and claims, supporting all Westlake Royal Roofing and Stone products. Lathrop, CA Customer Service Office.

Duties And Responsibilities

• Service inbound and initiate outbound customer calls to ensure that customer claims are handled in a timely, accurate and perceived in a superior manner, by the Westlake customer base.
• Request credits and cheque requests for all Westlake Royal Roofing & Stone Solutions warranty claims. Generate replacement orders for customer resolution.
• Provide product availability to customers per department guidelines and negotiate labor costs with customers.
• Answer technical Inquiries (e.g. product inquiries, installation related, manufacturing specs, product maintenance, troubleshooting etc.) from internal and external customers, and elevate to level 2 where appropriate.
• Review and analyze customer warranty repair requests/claims to ensure compliance with warranty guidelines.
• Conduct investigations into potential fraudulent claims.
• Perform investigations to validate the legitimacy of claims.
• Liaise with the various plant’s QC departments as well as other internal stakeholders and assist in negotiations with customers to resolve warranty claims.
• Log and update customer care requests and maintain warranty information in database.
• Ability to work independently and as a team member while using discretion in decision making and sound judgement in problem solving.
• Demonstrate excellent organization, planning and prioritization skills; ability to manage multiple responsibilities and to work with multiple data systems.
• Follow product and policy for complaint resolutions within approved DOA Matrix.
• Comply with Company Safety Policies and Procedures.
• Regular attendance, timeliness, and scheduling flexibility.
• Ensures SOX compliance processes are followed, and necessary documents are verified and kept on file as needed.
• Perform all other duties as directed by the Claims Supervisor or Claims Manager.

Education, Experience And Qualifications

• Proficiency with Windows based software (specifically Excel, Word, and PowerPoint) required.
• SAP knowledge preferred.
• Salesforce knowledge preferred.
• Strong communication skills (verbal and written).
• Customer Service background required.
• Claims adjuster, processing, adjudication and resolution background preferred.
• Investigation and negotiation experience is required.
• Detail-oriented.
• Able to Multitask
• Problem-solving
• Organization skills
• Decision-making skills
• Time management skills
• Documentation Accuracy
• One-year certificate from college or technical school
• 1 - 2 years claims handling or similar experience
• Investigative or negotiation experience.
• Criminal Justice background

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate as normally based in an office. Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc. May also result in exposure to outside elements and may require usage of stairs and elevators. Travel including air travel or auto travel may occasionally be required. Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples lives through our products and presence in the communities in which we operate.

Westlake is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.