Warranty Replacements Coordinator 3
Consumer & Customer Care
Full Time
Charlotte, Nc
2019-08-30

SUMMARY: 

Our growing manufacturing company is looking for a skilled problem solver to join our team as Replacements Coordinator – Level 3. We are seeking an enthusiastic individual who can research service claim history, create reports, analyze data, and offer a timely effortless resolution to our most complex customers and consumers. The successful candidate for this role will have demonstrated command of the department’s guidelines and policies, and mastery in the role of Replacements Coordinator – Level 2. The ideal candidate will display an unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. This position requires a high level of accuracy and attention to detail.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

  • Process complex specialized file or credit types such as Lowes, Canada, Escalation, STI and/or other high volume dealers
  • Ability to maintain multiple assigned “Exception Dealer” accounts through proper communication with stores, and Market
  • Managers, while completing timely invoice payments
  • Process credits to dealers and distributors for exchanges, pick up, deliver, and install charges when needed
  • Process checks/debit cards to consumers, dealers and servicers for buybacks, rebates, food loss, pick-up, delivery, installation charges and ESA service reimbursements when needed
  • Create and/or analyze/audit reports
  • Assist with training and/or duties of Replacements Coordinator – Level 1 and Replacements Coordinator – Level 2
  • Perform additional duties as assigned

Minimum Qualification

MINIMUM QUALIFICATIONS:  

  • High School Degree, required
  • Bachelor’s Degree, preferred
  • Minimum 4 years’ of relevant work experience including background in customer service or claims management
  • Experience with all Microsoft Office tools, ServicePower and SAP
  • Minimum of 2 years’ experience within Warranty & Service Administration team with a track record of excellent performance and attendance (internal transfers)

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

  • Advanced in Microsoft Word, Excel, FOCUS, SAP, ServicePower and applications specific to a process, dealer or country
  • Capable of setting priorities, meeting pre-determined deadlines and multi-tasking
  • Advanced decision making, problem solving and analytical skills with particular attention given to detail and accuracy
  • Demonstrate an ability to work well in a team environment, willingness to learn, coachable, able to adapt to process changes and practice good judgment
  • Self-motivated with ability to quickly process information, and/or research from multiple sources
  • Ability to build relationships with internal and external customers
  • High ability to communicate clearly and professionally, both verbally and in writing as well as transfer knowledge in the training of others

PHYSICAL DEMANDS: 

While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone.  The employee frequently is required to walk and sit.  The employee is occasionally required to stand.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, and ability to adjust focus.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

WORK ENVIRONMENT: 

This position works in a typical office environment.  The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

INTERNAL/EXTERNAL COMMUNICATION:

This position requires frequent communication with internal and external customers.  This position also requires the employee to communicate with management on a frequent basis.