Warranty Coordinator

Description

Your Seat at the Table: Warranty Coordinator

You will love this seat if you get, want, and have the capacity to:

Warranty Processing

• •Review, evaluate, and adjudicate warranty claims submitted through the global warranty portal.
• •Apply established warranty policies and guidelines to make accurate approval, denial, or escalation decisions.
• •Request, review, and validate supporting documentation when necessary.
• •Process replacement orders, credits, and returns accurately within internal systems.
• •Resolve warranty claims promptly while meeting established service level expectations.

Customer & Dealer Communication

• •Communicate warranty decisions clearly, professionally, and consistently with customers and dealers.
• •Respond to inquiries regarding claim status, warranty eligibility, and next steps.
• •Deliver a positive customer experience while consistently enforcing company warranty policies.

Cross-Functional Support

• •Provide backup support for Customer Service and Dealer Support teams as business needs require.
• •Assist with order inquiries, issue resolution, and product or policy questions.
• •Support peak workloads and team coverage to ensure uninterrupted service.

Data, Integrity & Continuous Improvement

• •Maintain accurate and complete warranty records and documentation.
• •Monitor warranty trends, recurring product issues, and process gaps, escalating concerns when appropriate.
• •Recommend and support improvements to warranty processes, documentation, and training materials.
• •Partner with Quality, Supply Chain, Product Management, and Customer Service to improve the overall warranty experience.

Key Performance Indicators (KPIs)

• •Warranty claim turnaround time
• •Accuracy of warranty decisions
• •SLA compliance for claim processing and customer communication
• •Customer and dealer satisfaction
• •Accuracy of replacement order processing
• •Productivity and quality metrics
• •Warranty documentation accuracy
• •Identification and reporting of recurring product issues

Requirements

• •2+ years of experience in warranty administration, claims processing, customer service, order management, dealer support, or related operational support roles
• •Experience working with portals, CRM, ERP, or order processing systems
• •Strong analytical and decision-making skills with attention to detail
• •Excellent written and verbal communication skills
• •Ability to work independently in a global, fast-paced environment

Preferred Qualifications

• •Experience supporting dealers or distributor networks
• •Exposure to global or multi-region customer support operations
• •Experience supporting durable consumer goods, cookware, appliances, direct sales organizations, or manufacturing environments.
• •Familiarity with warranty policies, returns, or replacement logistics.

Skills & Competencies

• •Customer-centric mindset balanced with policy enforcement
• •Strong organizational and time-management skills
• •Problem-solving and critical thinking
• •Adaptability and willingness to be cross trained
• •Ability to collaborate effectively across teams and regions