Warranty Coordinator

1.            POSITION SUMMARY

The Warranty Coordinator position supports clients, coworkers, and vendors to achieve seamless solutions for product issues. The Corrective Actions department delivers solutions for clients by troubleshooting any concern and processing claims for replacements or fixes. The role features strong communication, promptness, and thoroughness. This position actively supports Account Executives in maintaining the strength of established external relationships.

2.            POSITION EXPECTATIONS

• Portrays a positive company image, minimizes client effort, and maximizes efficient solutions by facilitating seamless, professional, and friendly communication amongst clients, vendors, and coworkers

• Follows up to ensure timely resolutions and client satisfaction

• Ensures thorough communication by reaching out to all affected parties with case updates

• Coordinates regularly with various internal departments to ensure smooth and timely orders, corrections, deliveries, or installations, as applicable

• Communicates with vendors, factories, and freight companies to check on order statuses and/or troubleshoots issues

• Ensures all communications are sent and all logs are recorded within 48 hours of receipt

• Actively checks on all open cases with regularity to confirm all cases are progressing at all times

• Assists sales representatives and clients as needed regarding product concerns and requests via email, telephone, fax, and internet inquiries in a timely manner

• Fields client concerns and generates a strategy to address them according to company protocol

• Assesses various potential solutions’ cost to the company and selects a route that both serves the customer and limits expense for the company

• Reviews reported delivery shortages and takes action to correct

• Processes damaged or returned product by inspecting damages, entering warranty claims, and coordinating replacement product using appropriate software and procedures

• Coordinates the collection of appropriate evidence for warranty claims and submits

• Maintains records, statuses, updates, and notes in ERP system throughout resolution process, and closes open cases and deficiency reports in a timely manner

• As needed, acts as backup receptionist:

  • Answers incoming calls in a timely, efficient, and professional manner

  • Performs clerical functions such as typing of letters, faxes, spreadsheets, etc. when no other clerical support is available

• Maintains customer confidence and protects operations by keeping information confidential

• Maintains a safe and clean working environment by complying with policies, procedures, and regulations

• Other duties as assigned

3.            SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

4.            MINIMUM QUALIFICATIONS & SKILLS

Education, Certifications and /or Licenses:

• High school diploma or equivalent

Experience:
 

• 3+ years’ experience in customer service

• Experience in commercial furnishings industry preferred

Knowledge/Skills:

• Proficient PC skills using MS Office and other computer programs

• Familiarity with CORE software preferred

• Excellent presentation, listening, verbal, and written communication skills

• Ability to manage and organize time to meet objectives and deadlines

• Ability to work fully on-site, in-office during work hours

• Ability to work independently and/or collaboratively within a team – willing to roll up your sleeves and help the team get work done

• Lives and leads by company values and serves as an example of the best we want to see in our team.

• Ability to interact professionally with customers, vendor partners, and fellow employees

• Highly motivated to learn and grow - self-directed and proactive

• Reliable and responsive

• Demonstrates honesty, integrity, and conscientiousness – cares about doing the right thing, not the easy thing

• Possesses a positive attitude and sense of humor

• Possesses an innovative mindset – demonstrates flexibility and problem-solving skills when met with challenges

5.            PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

While performing the duties of this job, the associate may be required to do the following:

• Perform activities such as balance, bend/stoop, crouch, kneel, push/pull, reach, squat

• Moving self in different positions to accomplish tasks in various environments

• Remaining in a stationary position, often standing or sitting for prolonged periods

• Moving about to accomplish tasks or moving from one worksite to another

• Adjusting or moving objects up to 25 pounds in all directions

• Communicating with others to exchange information

• Repeating motions that may include the wrists, hands and/or fingers

• Assessing the accuracy, neatness, and thoroughness of work

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

6.            WORKING CONDITIONS AND ENVIRONMENT

This position primarily works in an indoor office environment. The noise level in the work environment is usually low to moderate.

7.          COMPENSATION
 

• Wage range: $19.00 – $23.00 per hour, paid on a biweekly basis

• Medical, dental, and vision insurance available for single or family coverage for full-time employees

• Employer-paid disability, AD&D, and life insurances coverage

• Additional insurance and savings account opportunities

• 401(k) plans with company match for qualifying employees

• Paid time off and holidays

About the Company
 

Douron, Inc., a division of TSRC, Inc., is a leading Mid-Atlantic furniture dealership that works diligently to guide our commercial, educational, healthcare, and government clients through the vast world of workplace furnishings. We pride ourselves on being genuine and dependable partners in business. Since Douron’s beginning in 1969, our primary goal has been to provide clients with the highest quality furniture experience. We work with the best manufacturers and guarantee the products and services we provide.

TSRC, Inc. (The Supply Room Companies, Inc.) is a business-to-business distributor of office supplies, furniture, coffee and breakroom products, janitorial and cleaning supplies, promotional products, and technology solutions to customers seeking customized workplace solutions and personalized service. We are the largest independent office supply dealer in the Mid-Atlantic region, and have locations in Colorado, Delaware, Maryland, Virginia, and Wyoming. A family-owned and -operated company since 1951, TSRC, Inc. is dedicated to supporting our team members and the communities in which we serve.
 

TSRC, Inc. is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity, national origin, disability, or veteran status.

If you are a qualified individual with a disability or are a disabled veteran, you have the right to request an accommodation if you are unable, or limited in your ability, to use or access our online application system. To request accommodation, please contact Human Resources at (804) 412-1200.
 

TSRC, Inc. maintains a drug-free workplace.