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Warranty Claims Specialist

2 months ago

Jacksonville, Florida, United States The Ware Group LLC Full time
Job Overview

Position Summary:

The Warranty Coordinator is responsible for executing warranty procedures to guarantee the precision and promptness of warranty claims submitted to Vendors and Manufacturers. This role plays a vital part in ensuring the successful retrieval of credits or replacement items. Collaboration with branch staff is essential to gather comprehensive information. The position reports directly to the Warranty Manager.

Key Responsibilities:

  1. Oversees warranty processing to meet established targets, preventing a backlog of claims and ensuring timely vendor credits for items returned under warranty.
  2. Processes claims according to the priority status of warranty vendors.
  3. Generates and evaluates relevant reports to facilitate timely processing, including but not limited to open purchase orders, return goods queues, product history, and inventory valuation.
  4. Maintains effective vendor relationships and ensures open communication for vendor approval of questionable claims where The Ware Group LLC seeks credit or replacement parts.
  5. Engages with branch personnel (counter sales, warehouse, and management) regarding appropriate warranty processing procedures to ensure timely handling.
  6. Investigates claims, follows up on outstanding warranty issues, and addresses requests from both internal and external customers to guarantee successful warranty processing.
  7. Performs additional responsibilities as assigned to ensure the smooth and efficient operation of the organization.

Scope of Responsibilities:

  1. Accountable for processing warranty claims valued between $1.6 million and $2.5 million annually.
  2. Responsible for managing 1500 to 2500 purchase orders each year.
  3. Ensures quick resolution of outstanding vendor credits.
  4. Maintains a safe, clean, and efficient working environment.

Internal Relationships:

Regularly communicates with the Warranty Manager, Purchasing and Inventory Management, Warehouse Managers, Sales personnel (inside and outside), Accounts Payable Coordinators, and other team members within the warranty department, as well as IT personnel.

External Relationships:

Frequently interacts with a diverse range of vendors and vendor representatives to uphold strong vendor relationships aimed at expediting and approving warranty claims. The Warranty Coordinator may negotiate exceptions for unique warranty issues with vendors and must effectively communicate the correct procedures for processing warranty claims to other team members.

Decision-Making Authority:

Recommends modifications to standard operating warranty processes to enhance efficiency. Prioritizes warranty claims to ensure that high-value claims receive immediate attention for prompt credit or product replacement from the vendor. The Warranty Manager and Director of Operations retain final decision-making authority regarding warranty policies, procedures, and exceptions.

Qualifications:

  • High School diploma or equivalent (GED).
  • Proficient in PC usage with experience in Microsoft Suite and job-related technologies; familiarity with Eclipse operating software is essential for success in this role.
  • Strong attention to detail with problem-solving abilities and a commitment to follow through on resolutions.
  • Excellent typing and data entry skills.
  • Above-average verbal and written communication skills, with proficiency in English across all formats.
  • Basic mathematical and computational skills.
  • Experience in HVAC/R is preferred.

Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to sit, use hands for handling products and paperwork, type, talk, and hear. The employee frequently walks and occasionally stands, reaches with hands and arms, climbs or balances, and stoops, kneels, or crouches. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Office Environment:

This role typically operates in an office environment with potential on-site visits to various branch offices or warehouse facilities, requiring prolonged periods of standing, walking, and sitting. Visual acuity and hand dexterity are necessary for typing, reading, producing reports, and performing data entry tasks for extended periods. Minimal physical exertion is required during daily activities. Auditory acuity is essential for managing a high volume of telephone and in-person communications.