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Customer Service and Warranty Coordinator

2 months ago

West Lebanon, United States Tecnica Group USA Full time

Job Purpose:

As a Customer Service and Warranty Coordinator you will play a critical role in delivering the highest levels of service to the North American alpine and skating communities. The Product Care Services Team leads efforts to continuously elevate our ability to listen, learn from, and serve the skating and alpine community. The Customer Service and Warranty Coordinator will cultivate relationships, turn feedback into responsive action, and support lasting Brand experiences with authentic, personalized engagement. This role thrives on transforming complaints into contributions, problems into opportunities, and supporting our Brands' vision to inspire an active outdoor life.

Customer Service and Warranty Coordinator Duties and Responsibilities:

Deliver high-quality, consistent product care service for all Tecnica Group North America brands

  • First line of contact for Consumer via multiple platforms: phone calls, emails, web inquiries, and other communication channels as discussed and defined
  • Maintain broad knowledge of all company products, services, platforms and promotions
  • Provide best-in-class warranty evaluation processes and remediation outcomes
  • Inspect and evaluate returned product and determine how it will be processed in coordination with our dealers, reps and/or consumers
  • Champions high levels of customer service, problem-solving and effective communication in all customer touch points
  • Provide accurate and timely assistance to help customers resolve product-related problems
  • Collect and analyze customer feedback to identify recurring product issues; communicate insights to Product Care Services Manager and Product Managers
  • Collaborate with eCommerce Teams to continue to evolve and improve user experience for direct-to-consumer sites
Team Leadership:
  • Support team members as needed to achieve individual, department and company goals
  • Maintain a positive working environment both within the department and Group-wide
  • Provide support, guidance, and training to other members of the Product Care Team as it relates to the quality control process
Qualifications and Education Requirements:
  • Skiing and inline skate product knowledge: key technologies, specifications, performance, and target users
  • High School diploma or GED with 1 year of related experience
  • 1+ years outdoor industry specific experience
  • Active, passionate skier, inline skater or outdoor enthusiast are a plus
Computer Skills:
  • To perform this job successfully, an individual should have a knowledge of Microsoft 365, with a strong basic of Excel skills.
  • Comfortable learning new processes and software including new warehouse management, ERPs, WMS, and BI solutions
  • Experience with ERP systems / SAP a plus (not required)
Additional Skills:
  • Productive time management and organizational skills
  • Sense of urgency: bias for taking action, self-starting capability required to achieve high expectations in a fast-paced environment
  • Demonstrated ability for accuracy, thoroughness, and attention to detail
  • Ability to communicate well with various cross-functional teams and individual contributors, as well as your suppliers
  • Maintain an organized, efficient, and functional workspace for the Department


Physical Requirements:

Requires occasional travel via automobile or air to Tecnica Group offices and in-market company events. Work activities may include climbing, bending, stooping, and kneeling - and may require sitting for long periods of time. Occasionally may be required to lift up to 60 lb. cartons and may require walking to and from the warehouse (approx. 500 yards). Manual dexterity and coordination are required while operating equipment such as computer keyboard, mouse, and similar machines.