Customer Care Product Warranty Claims Analyst

Westlake Chemical; United States; On-site; USD 48,000 - 62,000; Full time

Job summary

Westlake is seeking a Customer Care Representative (Product Warranty Claims) to be the first point of contact for warranty inquiries and claims for Westlake Royal Roofing and Stone products, based in Lathrop, CA. You will process claims, coordinate credits, and generate replacement orders while communicating with customers and internal teams.

The role requires strong communication, customer service experience, and the ability to investigate and resolve claims with attention to policy and

Qualifications

• Proficiency with Windows-based software (Excel, Word, PowerPoint) required.
• SAP knowledge preferred.
• Salesforce knowledge preferred.
• Strong communication skills (verbal and written).
• Customer Service background required.
• Claims adjuster/processing background preferred.
• Investigation and negotiation experience required.
• Detail-oriented and able to multitask.

Responsibilities

• Service inbound and initiate outbound customer calls to ensure claims are handled promptly and accurately.
• Request credits and cheque requests for warranty claims.
• Generate replacement orders for customer resolution.
• Provide product availability and negotiate labor costs with customers.
• Answer technical inquiries from internal and external customers and escalate as needed.
• Review warranty repair requests for compliance with guidelines.
• Conduct investigations into potential fraudulent claims.
• Log and update customer care requests and maintain warranty data.
• Work independently and as a team, exercising sound judgement.

Skills

Communication

Customer service

Investigation

Negotiation

Multitasking

Problem solving

Organization

Time management

Education

1–2 years claims handling experience

Criminal justice background

1-year certificate (college/technical school)

Tools

Excel

Word

PowerPoint

SAP

Salesforce

Job description

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.

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 escalat 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.

Equal Opportunity Employment

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

Westlake is proud to contribute to driving a sustainable future through the creation of essential products that are Enhancing Your Life Every Day.

Westlake (NYSE: WLK) is a global diversified industrial company that manufactures and supplies essential products that enhance the daily lives of people around the globe.

Westlake is a global manufacturer and supplier of materials and innovative products that enhance life every day. Headquartered in Houston, with operations in Asia, Europe and North America, we provide the building blocks for vital solutions — from housing and construction, to packaging and healthcare, to automotive and consumer.

Consumers gain the benefits of materials Westlake produces in products such as food packaging, medical devices, soaps and detergents, car interiors, fashion, toys, shoes, furniture, electronics, siding, stone veneer, windows, outdoor living, roofing, and pipe & fittings.

For more information, visit the company's web site at www.westlake.com.

To view other career opportunities at Westlake and our family of companies, visit https://westlaketalent.com