Warranty Coordinator/Customer Service Representative

Job Description

Job Description

Description:

The Warranty Coordinator/Customer Service Representative coordinates warranty claims and returns from initial inquiry through resolution while providing friendly, knowledgeable customer support for Iowa Rotocast Plastics and Grizzly Coolers. This position assists customers with product questions, orders, and shipping inquiries and works closely with internal departments to resolve concerns. Located at the front desk, this role also welcomes visitors and directs incoming calls as part of their daily responsibilities.

Essential Job Duties & Responsibilities

oCoordinate warranty claims from initial intake through resolution, ensuring accurate documentation and timely follow-up.

oReview warranty submissions for completeness and gather additional information from customers as needed.

oCommunicate warranty claim status, next steps, and resolutions clearly and professionally.

oProcess Return Merchandise Authorizations (RMAs) and accurately enter warranty orders into Epicor.

oWork with production, quality, sales, and other departments to address product concerns and coordinate resolutions.

oMaintain warranty records and compile monthly warranty reports.

oProvide customer service by phone and email, answering questions about products, pricing, availability, and orders.

oAssist with sales order entry and routine customer service tasks.

oHelp customers with order status, shipping inquiries, product returns, and online ordering.

oCoordinate with the customer service and sales teams on customer requests, including quantity and custom product quotes.

oAnswer and direct incoming calls and greet visitors, customers, applicants, and vendors professionally.

oAssist with administrative tasks, sales materials, and other departmental needs as assigned.

oMaintain an organized workspace and professional reception area. 

oStrong verbal and written communication skills.

oAbility to handle customer concerns professionally and follow through on outstanding issues.

oStrong organizational skills, attention to detail, and ability to manage multiple priorities.

oProficiency with Microsoft Outlook, Word, and Excel.

oExperience with Epicor preferred, with the willingness and ability to learn required.

oAbility to work independently and collaborate with other departments.

oBilingual English/Spanish communication skills preferred but not required.

Education & Experience 

oHigh School Diploma or equivalent required

oPrior customer service, front desk, or administrative experience preferred

Work Schedule

oStandard schedule: 7:00-4:00PM Monday-Friday

oOvertime: Based on production demand; may include extended shifts or additional hours as needed