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