Warranty Coordinator

JELD-WEN is currently seeking a Warranty Coordinator to join our growing team.

External Job Description

Purpose of The Role

The Warranty Coordinator is tasked with supporting our company’s commitment to provide world-class, after- sales service. The Warranty Coordinator will serve as the primary point of contact for claims reporting incidents of customer dissatisfaction that are initiated by our Home Center partners. The Warranty Coordinator will manage a specific region of dealer networks and communicate directly with these customers to ensure each incident is resolved in a timely and satisfactory manner.

Key Responsibilities:

• Initiate and maintain accurate service records for all qualifying incidents.
• Create service part orders (SPO’s) and chargeable service parts orders (CSP’s)
• Create field service dispatches as needed.
• Schedule dispatches and inform customer of appointment dates.
• Generate and provide customers with quotes for chargeable services.
• Troubleshoot and advise customers on service-related issues and/or product information.
• Regularly conducting Virtual Remote Assistant sessions (VRA).
• Maintain frequent communication with customers, sales representatives, and our business partners to keep them informed of the progress of each claim.
• Ensure a timely and satisfactory resolution for all incidents of customer dissatisfaction that have been reported.
• Communicate and collaborate with different business channels to provide customer with timely satisfaction.
• Maintain a thorough understanding of the Home Center Customer Channels
• Develop and maintain relationships with the appropriate JW call center contacts and key home center personnel.
• Become familiar with all procedures relating to the Home Center business (i.e. shipping to store locations, chargeable service to THD)
• Work directly with the JELD-WEN sales team, as necessary.

Qualifications:

• Bachelor’s degree from and accredited institution preferred
• A minimum of 3 years related experience and/or training in warranty claims in lieu of Bachelor’s degree.
• Passionate about providing an exceptional customer experience.
• Titan, Doclink, or SAP experience a plus
• 3 years Customer Service experience with demonstrated knowledge of JW products or systems preferred.
• Advanced skill in Microsoft Office applications
• Comprehensive knowledge base of 2 or more product offerings
• Ability to resolve escalated customer service situations.
• Ability to manage escalations and resolve problems in a timely manner.
• Ability to identify systematic issues and assist with writing a SOP
• Demonstrated track record of working in a fast-paced environment.
• Ability to quickly learn new software, systems, or processes.
• Advanced communication skills (verbal and written)

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About JELD-WEN Holding, Inc.

JELD-WEN Holding, Inc. (NYSE: JELD) is a leading global designer, manufacturer and distributor of high-performance interior and exterior doors, windows, and related building products serving the new construction and repair and remodeling sectors. Based in Charlotte, North Carolina, the company operates across North America and Europe. Our associates are dedicated to bringing beauty and security to the spaces that touch our lives through our market-leading product brands across the world. The JELD-WEN family of brands includes JELD-WEN® worldwide, LaCantina® and VPI™ in North America, and Swedoor® and DANA® in Europe. For more information, visit corporate.JELD-WEN.com or follow LinkedIn.

JELD-WEN has been named by Forbes as one of ‘America’s Best Employers’ and by Newsweek as one of the ‘World’s Most Trustworthy Companies’.

What We Offer

Investing in People is one of our Core Values, we strive to attract & retain great people! As such, JELD-WEN offers competitive compensation & benefits packages. Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees will accrue up to 15 days’ vacation leave annually and receive ten paid holidays throughout the calendar year. Employees can also enroll in the following company benefit programs including, 401k Retirement Savings Plan, Prescription Drug Plan, Flexible Spending Account (FSA), Health Reimbursement Account (HRA), Employee Assistance Program (EAP), Tuition Reimbursement, and Employee Discount Program.

Expected pay for this role is between $21.15 to $31.73 per hour and is based on experience and qualifications.

JELD-WEN is an equal employment opportunity employer and does not tolerate discrimination, harassment, and/or retaliation based on individuals’ physical traits, beliefs, and/or other characteristics that are protected under applicable laws.

JELD-WEN does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.