Customer Experience & Warranty Coordinator

Ruhrpumpen Group; United States; Remote; USD 40,000 - 65,000; Full time

Job summary

Ruhrpumpen Group is seeking a Customer Service Coordinator in the United States to manage and coordinate all customer complaint cases, from initiation to resolution. You will work with Engineering, Services, and Parts to prioritize and resolve issues while upholding service standards.

Responsibilities include acting as the main customer contact, tracking actions and deadlines, and supporting cost-reduction efforts in warranty and field service.

Qualifications

• Bachelor’s degree in Engineering, Customer Service, or a related field.
• English proficiency required (written and verbal).
• Experience in Customer Service, Warranty, Aftermarket, or Case Management roles.
• Strong customer-oriented mindset with clear communication.
• Ability to manage multiple cases and priorities in a fast-paced environment.

Responsibilities

• Manage and coordinate all customer complaint cases from initiation through final resolution.
• Serve as the primary point of contact for customers throughout the case lifecycle.
• Monitor warranty-related costs and support cost reduction initiatives.
• Track case activities, follow up on action items, and meet deadlines.
• Collaborate with cross-functional and international teams for root cause resolution.
• Escalate critical issues to ensure prompt resolution and minimize impact.
• Communicate recurring field issues to stakeholders for continuous improvement.

Skills

Customer service mindset

Communication skills

MS Office proficiency

ERP/CRM experience

Case management ability

Education

Bachelor’s degree in Engineering, Customer Service, or related field

Tools

ERP systems

CRM systems

Microsoft Office Suite

Job description

Ruhrpumpen Group is seeking a Customer Service Coordinator in the United States to manage and coordinate all customer complaint cases, from initiation to resolution. You will work with Engineering, Services, and Parts to prioritize and resolve issues while upholding service standards.

Responsibilities include acting as the main customer contact, tracking actions and deadlines, and supporting cost-reduction efforts in warranty and field service.