Warranty Coordinator/Customer Service Representative

Iowa Rotocast Plastics, Inc.; Decorah (IA); On-site; USD 25,000 - 36,000; Full time

Job summary

Iowa Rotocast Plastics, Inc. seeks a Warranty Coordinator/Customer Service Representative to manage warranty claims from inquiry to resolution and provide friendly product support at the Decorah front desk.

You will handle inquiries by phone and email, assist with orders, RMAs, and coordination across production, quality, and sales teams. The role requires strong communication, organization, and multitasking.

Qualifications

• High School Diploma or equivalent required.
• Prior customer service front desk or administrative experience preferred.
• Experience with ERP like Epicor is a plus and willingness to learn is required.

Responsibilities

• Coordinate warranty claims from intake through resolution with documentation.
• Review submissions for completeness and gather missing info from customers.
• Communicate warranty status and resolutions clearly to customers.
• Process RMAs and enter warranty orders into Epicor accurately.
• Collaborate with production, quality, sales and other departments to resolve issues.
• Maintain warranty records and compile monthly reports.
• Provide customer service by phone and email about products, pricing, and orders.
• Assist with sales order entry and routine customer service tasks.
• Assist customers with order status, shipping inquiries, returns and online orders.
• Coordinate with teams on custom quotes and requests.

Skills

Verbal communication

Written communication

Customer service

Multitasking

Microsoft Office

Epicor experience

Bilingual English/Spanish

Education

High School Diploma or equivalent

Front desk/administrative experience preferred

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Epicor

Job description

Description

The Warranty Coordinator/Customer Service Representative coordinates warranty claims and returns from initial inquiry through resolution while providing friendly, knowledgeable customer support for Iowa Rotocast Plastics and Grizzly Coolers. This position assists customers with product questions, orders, and shipping inquiries and works closely with internal departments to resolve concerns. Located at the front desk, this role also welcomes visitors and directs incoming calls as part of their daily responsibilities.

Essential Job Duties & Responsibilities

• Coordinate warranty claims from initial intake through resolution, ensuring accurate documentation and timely follow-up.
• Review warranty submissions for completeness and gather additional information from customers as needed.
• Communicate warranty claim status, next steps, and resolutions clearly and professionally.
• Process Return Merchandise Authorizations (RMAs) and accurately enter warranty orders into Epicor.
• Work with production, quality, sales, and other departments to address product concerns and coordinate resolutions.
• Maintain warranty records and compile monthly warranty reports.
• Provide customer service by phone and email, answering questions about products, pricing, availability, and orders.
• Assist with sales order entry and routine customer service tasks.
• Help customers with order status, shipping inquiries, product returns, and online ordering.
• Coordinate with the customer service and sales teams on customer requests, including quantity and custom product quotes.
• Answer and direct incoming calls and greet visitors, customers, applicants, and vendors professionally.
• Assist with administrative tasks, sales materials, and other departmental needs as assigned.
• Maintain an organized workspace and professional reception area.

Requirements

• Strong verbal and written communication skills.
• Ability to handle customer concerns professionally and follow through on outstanding issues.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Proficiency with Microsoft Outlook, Word, and Excel.
• Experience with Epicor preferred, with the willingness and ability to learn required.
• Ability to work independently and collaborate with other departments.
• Bilingual English/Spanish communication skills preferred but not required.

Education & Experience

• High School Diploma or equivalent required
• Prior customer service, front desk, or administrative experience preferred

Work Schedule

• Standard schedule: 7:00-4:00PM Monday-Friday
• Overtime: Based on production demand; may include extended shifts or additional hours as needed