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Seasonal Warranty Claims Specialist
2 months ago
Ernesta is a pioneering company dedicated to revolutionizing the custom rug industry. Our mission is to provide high-quality, design-focused rugs to homes and places of gathering through an enjoyable, frictionless, and affordable experience.
We believe that high-quality custom design shouldn't be out of reach for consumers and aim to address this need in the multi-billion dollar global rug industry.
About the RoleAs a Seasonal Warranty Claims Specialist, you will be an integral part of the Ernesta Operations team, responsible for streamlining and managing warranty claims. You will leverage your problem-solving skills and attention to detail to handle a diverse range of tasks, ensuring timely and accurate resolution for our customers.
Key Responsibilities- Warranty Claims Processing: Process and manage warranty claims from start to finish, including verification, approval, and resolution.
- Documentation Review: Review and validate warranty claims documentation for accuracy and completeness before processing.
- Stakeholder Communication: Act as the primary point of contact between Operations and Customer Experience (CX) on all warranty claims, providing updates and collaborating on resolution.
- Vendor Liaison: Liaise with vendors to ensure timely processing and resolution of warranty claims.
- Data Entry: Accurately enter warranty claim information into Ernesta databases.
- Compliance: Ensure all warranty processing activities comply with company policies, procedures, and legal requirements.
- Reporting and Analysis: Generate and analyze reports on warranty claims, processing times, and resolution rates to identify trends and areas for improvement.
- Escalation and Collaboration: Handle escalations as needed and collaborate with Merchandising, Customer Experience, Fabrication, and other teams to determine the best solution.
- Training and Support: Provide training and support to new team members on warranty processing procedures and best practices.
- Process Improvement: Identify and recommend improvements to warranty processing procedures to enhance efficiency and customer satisfaction.
- Warranty Processing Experience: Prior experience in warranty processing, including processing, verification, and resolution.
- Customer Service Background: Prior experience in customer service is a plus.
- Vendor Management: Prior experience working with vendors or suppliers.
- Technical Skills: Familiarity with Google Sheets and Google Docs, familiarity with databases, and familiarity with Shopify or another OMS.
- Soft Skills: Attention to detail, ability to prioritize and manage time efficiently, ability to be an effective team member, and ability to communicate effectively.
