Warranty Coordinator/Customer Service Representative

Description

The Warranty Coordinator/Customer Service Representative coordinates warranty claims and returns from initial inquiry through resolution while providing friendly, knowledgeable customer support for Iowa Rotocast Plastics and Grizzly Coolers. This position assists customers with product questions, orders, and shipping inquiries and works closely with internal departments to resolve concerns. Located at the front desk, this role also welcomes visitors and directs incoming calls as part of their daily responsibilities.

Essential Job Duties & Responsibilities

o Coordinate warranty claims from initial intake through resolution, ensuring accurate documentation and timely follow-up.

o Review warranty submissions for completeness and gather additional information from customers as needed.

o Communicate warranty claim status, next steps, and resolutions clearly and professionally.

o Process Return Merchandise Authorizations (RMAs) and accurately enter warranty orders into Epicor.

o Work with production, quality, sales, and other departments to address product concerns and coordinate resolutions.

o Maintain warranty records and compile monthly warranty reports.

o Provide customer service by phone and email, answering questions about products, pricing, availability, and orders.

o Assist with sales order entry and routine customer service tasks.

o Help customers with order status, shipping inquiries, product returns, and online ordering.

o Coordinate with the customer service and sales teams on customer requests, including quantity and custom product quotes.

o Answer and direct incoming calls and greet visitors, customers, applicants, and vendors professionally.

o Assist with administrative tasks, sales materials, and other departmental needs as assigned.

o Maintain an organized workspace and professional reception area.

Requirements

o Strong verbal and written communication skills.

o Ability to handle customer concerns professionally and follow through on outstanding issues.

o Strong organizational skills, attention to detail, and ability to manage multiple priorities.

o Proficiency with Microsoft Outlook, Word, and Excel.

o Experience with Epicor preferred, with the willingness and ability to learn required.

o Ability to work independently and collaborate with other departments.

o Bilingual English/Spanish communication skills preferred but not required.

Education & Experience

o High School Diploma or equivalent required

o Prior customer service, front desk, or administrative experience preferred

Work Schedule

o Standard schedule: 7:00-4:00PM Monday-Friday

o Overtime: Based on production demand; may include extended shifts or additional hours as needed