Warranty Claims Analyst - Elevate Customer Care

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 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