Warranty Coordinator

JELD-WEN, Inc.; Iowa (LA); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Warranty Coordinator to enhance their after-sales service. This role is vital in managing customer claims and ensuring satisfaction through effective communication and problem resolution. The ideal candidate will bring a strong background in customer service, particularly in warranty claims, and be proficient in Microsoft Office. This position offers a full-time opportunity to contribute to a company committed to delivering exceptional service and investing in its people. If you are passionate about customer satisfaction and thrive in a fast-paced environment, this role is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Retirement Plans

Competitive Compensation

Qualifications

• 3+ years of customer service experience with a focus on warranty claims.
• Strong ability to resolve escalated customer service issues promptly.

Responsibilities

• Manage customer claims and ensure timely resolution of incidents.
• Communicate with customers and partners regarding service issues.

Skills

Microsoft Office

Customer Service

Problem Resolution

Communication Skills

Quick Learning

Education

Bachelor’s Degree

3+ Years Warranty Claims Experience

Tools

Titan

Doclink

SAP

Job description

Join to apply for the Warranty Coordinator role at JELD-WEN, Inc.

JELD-WEN is currently seeking a Warranty Coordinator to join our growing team.

The Role

The Warranty Coordinator supports our commitment to provide world-class after-sales service. They serve as the primary contact for customer claims initiated by our Home Center partners, managing a specific dealer network region to ensure timely and satisfactory resolution of incidents.

Principle Duties and Responsibilities

1. Maintain accurate service records for all incidents.
2. Create service part orders (SPOs) and chargeable service parts orders (CSPs).
3. Create field service dispatches as needed.
4. Schedule dispatches and inform customers of appointment dates.
5. Generate quotes for chargeable services.
6. Troubleshoot and advise customers on service issues and product information.
7. Conduct Virtual Remote Assistant sessions (VRA).
8. Communicate regularly with customers, sales reps, and partners about claims.
9. Ensure timely and satisfactory resolution of customer complaints.
10. Collaborate with different channels to ensure customer satisfaction.
11. Understand Home Center Customer Channels thoroughly.
12. Develop relationships with JW call centers and key personnel.
13. Familiarize with procedures related to the Home Center business.
14. Work directly with the JELD-WEN sales team as necessary.
15. Other duties as assigned.

Knowledge, Skills, Abilities

1. Proficiency in Microsoft Office.
2. Knowledge of 2+ product offerings.
3. Ability to resolve escalated customer service issues.
4. Manage escalations and resolve problems promptly.
5. Identify systemic issues and assist in writing SOPs.
6. Experience working in fast-paced environments.
7. Quick learner of new software and systems.
8. Excellent verbal and written communication skills.

Education and Experience

1. Bachelor’s degree preferred; 3+ years warranty claims experience in lieu of degree.
2. Passion for delivering exceptional customer service.
3. Experience with Titan, Doclink, or SAP is a plus.
4. 3+ years in customer service with knowledge of JW products or systems preferred.

JELD-WEN is an Equal Opportunity Employer and does not discriminate based on race, gender, age, or other protected characteristics.

About JELD-WEN: A global leader in high-performance doors, windows, and related products, operating across North America and Europe.

What We Offer

Competitive compensation and benefits, including medical, dental, retirement, and more, aligned with our core value of investing in people.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industry: Wholesale Building Materials