Warranty Claims Analyst — Customer Care Specialist

Westlake Chemical Corporation; Lathrop (CA); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Westlake Chemical Corporation in Lathrop, CA is seeking a Customer Care Representative (Product Warranty Claims) to be the first contact for warranty inquiries and claims across Westlake Royal Roofing and Stone products.

You will service inbound and outbound calls, process credits, and generate replacement orders. The role involves reviewing claims, conducting investigations, and coordinating with QC and other teams to resolve issues while ensuring DOA and SOX compliance.

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 and able to multitask.

Responsibilities

• Service inbound and initiate outbound customer calls to ensure that claims are handled timely and accurately.
• Request credits and cheque requests and generate replacement orders for warranty claims.
• Provide product availability and negotiate labor costs with customers.
• Answer technical inquiries and escalate to level 2 where appropriate.
• Review warranty repair requests to ensure compliance with guidelines.
• Conduct investigations into potential fraudulent claims.
• Perform investigations to validate the legitimacy of claims.
• Log and update customer care requests and maintain warranty information in database.
• Work independently and as a team, using sound judgement in problem solving.
• Demonstrate organization and prioritization skills; manage multiple responsibilities.
• 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.
• Perform all other duties as directed by the Claims Supervisor or Claims Manager.

Skills

Windows-based software (Excel, Word,PP

Strong communication skills

Customer Service background

Investigation experience

Negotiation experience

Detail-oriented

Multitasking

Problem-solving

Organization skills

Decision-making skills

Time management

Documentation accuracy

Education

One-year certificate from college or technical school

Criminal Justice background

Tools

SAP

Salesforce

Excel

Job description

Westlake Chemical Corporation in Lathrop, CA is seeking a Customer Care Representative (Product Warranty Claims) to be the first contact for warranty inquiries and claims across Westlake Royal Roofing and Stone products.

You will service inbound and outbound calls, process credits, and generate replacement orders. The role involves reviewing claims, conducting investigations, and coordinating with QC and other teams to resolve issues while ensuring DOA and SOX compliance.