Warranty Replacements Coordinator Level I
Position ID: req16819
Sector: Major Appliances North America
Functional Area: Consumer Care/Customer Care
Location: Charlotte Office, 10200 David Taylor Dr, Charlotte, NC 28262-2373 USA
Number of Openings: 1
Employment Type: Permanent
Our growing manufacturing company is looking for a skilled problem solver to join our team as a Junior Replacements Coordinator. We are seeking an enthusiastic individual who can research and validate data from multiple sources to create and offer a timely effortless resolution to our dealers and consumers. The successful candidate for this role will have a basic understanding of warranty and appliances with a willingness to learn the department's guidelines and policies. Quickly gaining product knowledge will be critical for offering quick and accurate assistance to our internal and external customers. The ideal candidate will display an unwavering commitment to customer service, excellent decision making skills, with the ability to build productive relationships, resolve complex issues and win customer loyalty. This position requires a combination of speed, quality, knowledge and engagement, with a high level of accuracy and attention to detail.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Receive/sort/review incoming information such as but not limited to email, mail, serial tags, warranty cards, service claims, model, dealer and customer information.
Keep records of customer/dealer interactions and transactions, recording all details and actions taken according to standard operating procedures specific to basic credit, mail, goodwill, and auto replacements
Confer with dealers, consumers, and internal partners across phone, email, mail towards providing an effortless resolution
Generate return authorization forms and/or process orders as necessary
Consistently meet or exceed key performance indicators as determined by supervisor
Contribute to an environment of continuous improvement
Perform additional duties as assigned
High School Degree, required
Bachelor's Degree, preferred
Minimum 2 years of relevant work experience including background in customer service or claims management
Experience with all Microsoft Office tools, ServicePower and SAP
Minimum of 1 year experience within Warranty & Service Administration team with a track record of excellent performance and attendance (internal transfers)
KNOWLEDGE, SKILLS & ABILITIES REQUIRED
Knowledge of Microsoft Office including Word, Excel, Outlook and ability to quickly learn new applications
Capable of setting priorities, meeting pre-determined deadlines and multi-tasking
Possess strong decision making, problem solving and analytical skills with particular attention given to detail and accuracy
Demonstrate an ability to work well in a team environment, willingness to learn, coachable, and able to adapt to process changes
Self-motivated with ability to quickly process information, and/or learn/research across multiple sources and applications
Ability to build relationships with internal and external customers
High ability to communicate clearly and professionally, both verbally and in writing
Electrolux is a global leader in home appliances and appliances for professional use, based on deep consumer insight. We offer thoughtfully designed, innovative and sustainable solutions, developed in close collaboration with professional users. The products include refrigerators, ovens, cookers, hobs, dishwashers, washing machines, vacuum cleaners, air conditioners and small domestic appliances.
Under esteemed brands including Electrolux, AEG, Zanussi, Frigidaire and Electrolux Grand Cuisine, the Group sells more than 60 million products to customers in more than 150 markets every year. In 2015 Electrolux had sales of $14.7 billion ($5.1 billion in North America) and 58,000 employees.
Electrolux has been doing business since 1919. The headquarters are located in Stockholm, Sweden, and the Electrolux share ELUXb is listed on Nasdaq OMX Stockholm.
Electrolux Home Products, Inc.