Before You Apply: Please Read This First
This is not a routine administrative or customer service position.
DuxxBak Decking is hiring a Warranty & Operational Support Coordinator to support several important areas of the business, including warranty claims, order processing, production scheduling, customer support, and internal coordination.
The right person for this role must be highly organized, detail-oriented, process-driven, and comfortable managing multiple priorities at the same time. This position requires someone who can document information accurately, communicate clearly, follow established procedures, and make sound decisions in a fast-moving environment.
You will be working with customers, distribution partners, contractors, production, warehouse, sales, and leadership. At times, you will need to gather facts, explain policies, set expectations, and help move issues toward resolution in a professional and structured way.
This role may be a strong fit if you:
- Like structure, process, and clear documentation
- Are comfortable asking questions and gathering details
- Can stay organized while handling multiple tasks
- Communicate professionally by phone and email
- Can balance customer needs with company policies and operational realities
- Are willing to learn technical product and warranty information
- Enjoy improving processes and helping work move more efficiently
This may not be the right fit if you are looking for a simple customer service role, a basic office support position, or a job where most tasks are repetitive and clearly defined every day.
A background in construction, decking, manufacturing, warranty claims, order entry, scheduling, or operations would be helpful, but it is not required. More important is the ability to stay organized, think critically, follow through, and work well across multiple parts of the business.
Please only apply if this type of role sounds like a strong match for how you work.
Company Overview: DuxxBak Composite Decking is an innovative leader in the building products industry, specializing in high-quality, sustainable decking solutions. Our company is renowned for its commitment to excellence and growth, having developed a unique range of composite decking products that cater to both commercial contractors and homeowners. As we continue to expand, we are seeking a dedicated Warranty Claims Coordinator to join our dynamic team.
Key Responsibilities
Warranty Claims Management
- Act as the primary point of contact for warranty claims, responding via email and phone.
- Review and assess claims thoroughly—ensuring all required documentation (photos, proof of purchase, installation details) is provided.
- Determine claim eligibility based on warranty terms and documented installation requirements.
- Communicate clearly and confidently—explaining approvals, denials, and resolutions to customers and distribution partners.
- Document case details in Salesforce and track claims to completion—attention to detail and thorough documentation cannot be overemphasized in this role.
- Customer & Partner Support: Work closely with all key stakeholders to ensure claims are handled efficiently. Provide guidance on installation best practices to help prevent future issues—while prior knowledge is a plus, we understand that training will be necessary for the candidate to develop a full understanding of these best practices.
- Process Improvement & Collaboration: Identify patterns in warranty claims to help improve product support and documentation. Work with internal teams to ensure accurate record-keeping and enhance claim processing efficiency, while also communicating findings or patterns in warranty claims that may inform quality assurance efforts to improve product performance.
Order Processing & Coordination
- Act as the primary point of contact for incoming distributor orders, with a focus on timely and accurate order entry, review, and processing.
- Review order details, requested ship dates, product availability, and special requirements to ensure orders are entered correctly and aligned with production and fulfillment capabilities.
- Communicate clearly with internal stakeholders and distribution partners when requested timelines cannot be met, working to identify practical solutions or revised expectations.
- Maintain accurate documentation related to orders, backorders, timing changes, and shipment needs to support visibility, follow-through, and customer service.
- Coordinate closely with production, warehouse, and leadership to ensure order changes, priorities, and constraints are understood and addressed appropriately.
- Help identify recurring order-related issues or communication gaps and contribute to improvements in how orders are processed and managed.
Production Scheduling & Execution Support
- Develop, maintain, and update production schedules based on incoming orders, inventory needs, manufacturing capacity, and customer priorities.
- Work closely with operations leadership to align schedules with labor availability, production constraints, and shifting business needs.
- Communicate schedule priorities and updates to the appropriate internal teams in a clear and timely manner, helping ensure production has the information needed to execute effectively.
- Exercise sound judgment when adjusting schedules, recognizing the downstream impact that changes may have on production efficiency, inventory, and customer commitments.
- Support ongoing coordination between order entry, production, and warehouse functions so schedule changes are practical, visible, and executable.
- Contribute to continuous improvement in scheduling processes by identifying inefficiencies, reducing unnecessary schedule churn, and helping create more consistent planning routines.
Who We’re Looking For
The right candidate for this role is someone who can work effectively across warranty, customer support, order processing, and operational coordination while maintaining a high level of accuracy and follow-through.
They should be:
- Detail-oriented and organized – Able to manage multiple responsibilities, keep accurate records, and maintain clear documentation across warranty cases, orders, and scheduling activities.
- Process-driven – Comfortable following structured procedures, working within established systems, and helping ensure work moves through the business accurately and efficiently.
- Strong communicator – Able to communicate clearly and professionally with customers, distribution partners, and internal teams, while recognizing that good communication means not only sharing information, but making sure others understand priorities and expectations.
- Confident in decision-making – Capable of making sound day-to-day decisions, escalating issues when appropriate, and balancing urgency with good judgment.
- Adaptable and collaborative – Comfortable working across departments and shifting between responsibilities such as warranty support, order coordination, scheduling needs, and problem-solving as business conditions change.
- Customer- and operations-minded – Understands the importance of supporting customer needs while also respecting operational realities, production constraints, and internal processes.
- Committed to continuous improvement – Willing to identify inefficiencies, recognize patterns, and contribute ideas that improve accuracy, communication, and execution across the role.
Qualifications & Skills
- Strong communication skills—written and verbal—with clear, confident, and professional interactions.
- Basic understanding of construction, building materials, or decking is a plus.
- Proficiency in Microsoft Office (Outlook, Excel) and willingness to learn Salesforce (or similar CRM systems).
- Ability to manage multiple cases at once, prioritize tasks, and stay organized.
- Familiarity with handling technical documentation, or warranty policies is a plus.
- It would be favorable to have previous experience in a structured claims or case management role (warranty, insurance, or service-related claims preferred).
Why Join DuxxBak Decking?
· A Culture of Accountability and Growth – We foster an environment where every team member takes ownership of their work, contributes to continuous improvement, and has opportunities for professional growth.
· Supportive & Structured Work Environment – We provide clear expectations, training, and feedback to help you succeed, while also ensuring flexibility where needed to maintain a healthy work-life balance.
· Recognition & Advancement Opportunities – Hard work and leadership are rewarded at DuxxBak. Those who take initiative, drive improvements, and demonstrate commitment will find opportunities to grow within the company.
- 100% healthcare premium coverage – We take care of our employees.
- 401(k) match – We invest in your future.
- Life insurance fully provided, double your salary* – We care about others close to you.
Job Type: Full-time
Pay: $22.75 - $28.75 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
Application Question(s):
- After reading the “Before You Apply: Please Read This First” section of the job description, what about your background, work style, or experience do you feel aligns most closely with the role?
Work Location: In person
