Damage & Warranty Specialist

Description

The Damage & Warranty Specialist is responsible for overseeing warranty claims that are received by Design Air. The Damage & Warranty Specialist will lead and manage all activities within the warranty process. This includes processing all documentation in a timely manner and providing excellent customer service through regular and proactive communication to internal and external customers.

RESPONSIBILITIES

• Take customer phone calls and address concerns accordingly
• Review open RMA’s and Inventory Returns and provide follow-up as necessary, including issuing customer credit
• Verify coverage and process incoming claim submissions in accordance with manufacturer policies
• Create and process purchase orders and offsetting returns for no-charge replacements
• Process orders for replacement parts, extended warranties, and items for repair
• Submit claims to vendors quickly and efficiently
• Provide training and coaching to coworkers and customers on proper warranty procedures
• Communicate claim denials with Territory Managers and chargeback as required
• Attend training sessions and meetings to stay up to date with new products and their enhancements
• Work closely with our representatives to address sensitive situations, and implement special programs as necessary
• Communicate changes and update company-wide shared coverage documents from vendors when changes occur
• Ship out returns via ground carrier or LTL
• Stay up to date on factory recalls and announcements
• Handle escalated warranty issues and resolve them promptly
• Work with Tech Support and other teams on complex situations
• Archive documents digitally
• Assist in disposition of damaged equipment
• Continuously improve warranty processes to enhance efficiency and customer satisfaction
• Collaborate with other distributors on best practices and streamline processes
• Other duties and special projects as assigned

Requirements

• Associate degree in business administration, accounting, or a related field preferred
• 1-2 years of HVAC industry experience preferred
• Strong understanding of customer needs related to warranty
• Exceptional communication and interpersonal skills, with the ability to build rapport and resolve conflicts
• Self-motivated and results-oriented
• Ability to work independently and as part of a team
• Ability to lift up to 50 lbs. on a regular basis
• High attention to detail with excellent problem-solving and analytical skills
• Willingness to travel to other branch locations in the Midwest as needed

WHAT'S IN IT FOR YOU

• Performance based competitive pay
• Warehouse team monthly and annual incentive pay program
• Full benefits package for employees - no waiting period! Eligible on date of hire
• Retirement plan with a 6% company match - no waiting period! Eligible on date of hire
• Discount purchase program for employees
• No weekends! Work Monday through Friday
• PTO and paid holidays
• Opportunity for advancement