Warranty Coordinator

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