Warranty Parts Specialist

Job Overview

• Resolves customer dissatisfactions by planning and directing the receipt, investigation, evaluation and settling of complaints and claims; following up with customers; personally resolving difficult situations. 
• Resolves warranty claims by approving or denying documentation; calculating benefit due; initiating payment or composing denial letter. Maintain warranty claims per sales dollar budget. Work closely with production to effectively manage the warranty claims scheduled through production. 
• Monitors programs and procedures to ensure on-time delivery, customer satisfaction, sales attainment by registering customer service/warranty calls; tracking response time to resolution; compiling warranty and financial data; tracking service level agreements; generate quotes and register warranties within established procedures. 
• Generate reports for the purpose of identifying customer service and warranty issues by collecting, analyzing, and summarizing information and trends; recommending changes for cost reduction and operational efficiencies. 
• Maintains inter- and intradepartmental work flow by fostering a spirit of cooperation, ensuring all customers have accurate and timely information on order status and/or changes. 

• Customer service systems development and deployment and 2+ years of warranty experience (preferred)
• Problem analysis and problem resolution at a functional level. 
• Employee training and development. 
• Strong customer orientation. 
• Excellent interpersonal and communication skills. 
• Computer proficiency