The Customer Service & Warranty Claims Coordinator is responsible for delivering exceptional customer service while managing the complete order entry and warranty claims process. This role serves as a primary point of contact for customers, ensuring accurate order processing, timely communication, and efficient resolution of warranty-related concerns. The position requires strong organizational skills, attention to detail, and the ability to collaborate with internal departments to provide excellent customer support.
Key Responsibilities
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Enter customer orders and quotations accurately and efficiently.
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Process and maintain customer quotes, ensuring pricing and specifications are correct.
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Respond promptly to customer inquiries via phone and email, providing professional and courteous service.
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Verify customer payments and ensure payment requirements are met prior to order processing.
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Communicate order status, lead times, product information, and shipping updates to customers.
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Maintain accurate customer records and documentation within company systems.
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Collaborate with internal departments to ensure timely order fulfillment and customer satisfaction.
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Process warranty claims in accordance with company policies and procedures under the advisement of the Technical Director (Charlie).
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Review original order specifications to determine appropriate warranty replacement parts.
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Prepare and provide quotations for warranty-related parts when applicable.
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Enter and process warranty replacement orders accurately and efficiently.
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Communicate with customers throughout the warranty process, providing updates, requesting additional information when necessary, and ensuring timely resolution.
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Coordinate with production and internal departments to facilitate warranty order completion.
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Maintain complete and accurate documentation of all warranty claims and customer communications.
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Strong customer service and communication skills.
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Excellent verbal and written communication abilities.
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High level of accuracy and attention to detail.
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Strong organizational and time management skills with the ability to prioritize multiple tasks.
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Proficiency in order entry and data management systems.
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Ability to interpret order specifications and product information.
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Experience handling warranty claims and customer issue resolution preferred.
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Proficient with Microsoft Office Suite and standard business software.
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Ability to work independently while collaborating effectively with cross-functional teams.
