Warranty Replacements Coordinator Level I

Electrolux Home Products, Inc. Charlotte , NC 28201

Posted 11 months ago

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

POSITION DESCRIPTION:

SUMMARY

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

POSITION REQUIREMENTS:

MINIMUM QUALIFICATIONS

  • 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

COMPANY DESCRIPTION

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.


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Warranty Replacements Coordinator Level I

Electrolux Home Products, Inc.