Technical Customer Service Coordinator - Charlotte, NC

Technical Customer Service Coordinator - Charlotte, NC

Full-Time - Work On-Site

Basic Function

Responsible for processing and managing the warranty claims reported by key National Accounts; receive and process warranty claims on daily, weekly, or quarterly basis following company warranty policies and procedures; always maintain up-to-date warranty claims status; prepare warranty claims status reports periodically. Responsible to manage customer-service enquiries from end-users via phone calls, e-mails and web-based. To perform this job successfully, the individual shall have solid knowledge of the warranty claim warranty policy and procedures as well as the different parameters defined for each customer. Also, the individual shall have knowledge and follow commonly used concepts, practices, and procedures within an office setting environment. This position relies on instructions and pre-established guidelines to perform the functions of the job and works under designated supervision.

Essential Duties & Responsibilities

• Following company warranty policies and procedures to receive, review and initiate the processing claims forms and documents, coordinate with the engineers the claims validation process and then, complete the claim data processing until released to accounting for reimbursement.
• Responsible to perform a thorough and careful data entry for all incoming claims on a timely manner, verify accuracy of the data, and obtain any missing information from the source as needed.
• Responsible to track upstream and downstream with all related parties to ensure that reimbursement is issued on timely manner depending on the agreed timing for each dealer.
• Responsible to always maintain up-to-date warranty claims status in a fully organized and accessible manner both in digital and hard copy versions depending on the type of reporting defined per dealer.
• Provide to dealers any requested status update of the reimbursement process.
• Responsible to provide prompt, effective, comprehensive, and opportune customer service based off inquiries received from end users, including but not limited to the following sources: webmaster, virtual office calls, phone calls and voice messages involving technical questions, warranty claims updates, reimbursement updates, e-commerce inquiries, etc.
• Prepare and maintain claims status and/or departmental ad hoc reports and records for processing whenever necessary.
• Responsible to lead the coordination and management for opportune delivery of tires; directly or indirectly associated with activities of the Technical Department, from or to the distribution centers or Technical Center. This includes primarily selected tires identified in the market for physical inspection and technical analysis.
• Assist the Technical Service administration team in administrative duties including but not limited to attending customer service duties for non-traditional customers while keeping communication records in respective logs; coordination and shipping of tires of interest selected by the engineering team; preparation and shipment of warranty packages to new dealers, employees, etc. These tasks will be defined upon need by the direct supervisor.
• Perform all other related duties as assigned and authorized by the supervisor.

Job Competencies

Computer Skills (Mid-level Excel)

Customer Service

Problem Solving

Product Knowledge

Result Driven

Organization and planning

Education / Training

This position requires ideally a bachelor's degree or equivalent in a related area and / or related training, or equivalent combination of education and experience.

Experience

At least 4 years of experience in the administrative field, ideally with exposure to warranty claim handling, data entry.