Customer Service Warranty Specialist

3 weeks ago


Schofield, Wisconsin, United States Wausau Supply Company Full time
Job Summary

The Customer Service Warranty Representative plays a critical role in maintaining positive and profitable relationships with our clients by resolving warranty claims on WSC manufactured goods. This position requires a strong customer service focus, excellent communication skills, and the ability to navigate complex problem-solving situations.

Key Responsibilities
  • Learn and apply manufacturing processes and practical field applications to effectively resolve warranty claims.
  • Develop and maintain strong customer relationships through timely responsiveness, active listening, and effective communication.
  • Negotiate resolutions that meet the needs of both the client and WSC, while exceeding customer expectations.
  • Support Sales, Service, and Production teams with timely communication, industry updates, and practical application training.
  • Process and execute new case entries, return messages, case negotiation, and resolution within established timeframes.
  • Support CRM by implementing case solutions, acknowledging customer cases, and maintaining case updates and notes.
Requirements
  • Proficient organizational skills and ability to prioritize tasks effectively.
  • Solid verbal and written communication skills, with the ability to communicate complex information in a clear and concise manner.
  • Strong math skills and ability to apply mathematical concepts to problem-solving situations.
  • Positive attitude, with a strong focus on customer empathy and the ability to relate to customers.
  • Cooperation and teamwork with peers, with a willingness to collaborate and support colleagues as needed.
  • Basic keyboarding and Microsoft Office Suite (Excel, CRM, Outlook) software skills, with a strong understanding of CRM systems.
Working Conditions

This position requires general office conditions with continuous sitting, heavy computer and phone usage, and flexibility in hours to accommodate workload and staffing needs.

Reports to

The Service/Warranty Manager



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