Product & Warranty Care Coordinator

States Manufacturing Corporation; Minneapolis (MN); Presencial; USD 42.000 - 62.000; Jornada completa

Descripción de la vacante

States Manufacturing Corporation in Minneapolis, MN is seeking a Customer Care Specialist to support customer-reported product, warranty, and service cases by ensuring timely intake, accurate documentation, appropriate routing, and consistent administrative follow-up.

The Specialist gathers required customer and equipment information and maintains case records to assist Customer Care Leads and Technical Support Engineers.

Formación

• Bachelor's degree required
• 2+ years of experience in customer service or related field
• Industrial equipment/manufacturing experience preferred
• Strong communication and organizational skills

Responsabilidades

• Receive customer requests through designated channels, acknowledge receipt, establish initial expectations, and create the case in the approved case-management system.
• Capture and validate customer contacts, site details, equipment information, serial numbers, order data, reported symptoms, operating conditions, photographs, and supporting documents.
• Apply established product-line, issue-type, severity, and routing criteria; escalate safety, unit-down, and critical indicators; route to Customer Care Lead and technical resource.
• Collect product history, shipment records, contract information, and supporting documentation for warranty entitlement evaluation.
• Provide standard acknowledgments and routine updates as directed by the Customer Care Lead; coordinate meetings and information requests.
• Track open actions, information requests, customer responses, and case milestones; follow up without taking ownership of resolution.

Conocimientos

Customer service

Coordination

Attention to detail

Follow-through

Educación

4 year degree

Herramientas

Salesforce Service Cloud

CRM/ERP systems

Microsoft Outlook

Teams

Excel

Descripción del empleo

States Manufacturing Corporation in Minneapolis, MN is seeking a Customer Care Specialist to support customer-reported product, warranty, and service cases by ensuring timely intake, accurate documentation, appropriate routing, and consistent administrative follow-up.

The Specialist gathers required customer and equipment information and maintains case records to assist Customer Care Leads and Technical Support Engineers.