Warranty Claims Specialist

1012 Viessmann Manufacturing Company Inc.; Warwick (RI); On-site; USD 53,000 - 106,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Wellness incentives

Retirement benefits

Paid time off

Disability: short/long term

Life Insurance

Job summary

Carrier Global Corporation is seeking an experienced Customer Service professional to independently resolve complex inquiries, manage CRM tickets, and coordinate warranty and returns processes. This role supports the Vi-US Sales Team with RGAs, data maintenance, and after-sales collaboration.

Responsibilities include processing orders, returns and credits in ERP, providing warranty guidance to sales, and training 3rd party reps, with monthly RGAs statistics and trend monitoring for continuous

Qualifications

• High School Diploma/GED with 2+ years of experience in warranty claims processing or hydronics
• Associates Degree with 1+ years of experience in warranty claims processing or hydronics

Responsibilities

• Support the Vi-US Sales Team with Customer Returns and Warranty Claims
• Liaise with customers to process RGAs
• Data management, user support, and system maintenance
• Work within our CRM to manage customer tickets and communication
• Work within our ERP system to process orders, returns, and credits
• Provide Warranty processes with Sales team as needed and requested
• Provide Simplified Warranty process training to 3rd party reps and wholesale partners
• Generate monthly statistics for RGAs, or as requested
• Monitor trends within new requests and communicate observations with the Supply Chain and Returns Lead
• Answer customer calls regarding Warranty and Returns by monitoring a shared phone line
• Review product failures for warranty consideration
• Visually inspect and test returned equipment to validate failure
• Investigate a failure or malfunction and determine if it is due to a defect in the manufacturing process
• Additional tasks as may be required by the course of business
• Works, independently, to confer with customers who contacts the organization by telephone or electronically, provides scripted information about organization products or services, discusses customer accounts, and obtains or addresses customer complaints
• Provides ability to deviate from the script to address moderately complex inquiries
• Responds independently, to call or email customers to provide follow up on difficult to moderately complex inquiries
• Works on documentation and solves difficult to moderately complex customer issues/requests/complaints in accordance to established procedures, and when required, redirects queries to appropriate department or personnel
• Obtains and collects feedback from product development and service departments to confirm the most appropriate sources of materials and secondary sources of information that can be recommended to customers to answer their questions
• Assists in the maintenance of databases containing information on customer interactions and transactions to facilitate future needs in data collection and consolidation
• Confers, when required, with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments
• Promotes, when required, sells a variety of products/services to ensure business targets are met
• Provides, when required, after-sales support for various client contracts

Job description

Carrier Global Corporation is seeking an experienced Customer Service professional to independently resolve complex inquiries, manage CRM tickets, and coordinate warranty and returns processes. This role supports the Vi-US Sales Team with RGAs, data maintenance, and after-sales collaboration.

Responsibilities include processing orders, returns and credits in ERP, providing warranty guidance to sales, and training 3rd party reps, with monthly RGAs statistics and trend monitoring for continuous