Product Warranty Claims Specialist

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

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.